Every customer journey is different, but they all share one thing: they cross multiple channels.
Whether browsing online, visiting a store, or scrolling through social media, customers expect a seamless experience. Omnichannel marketing helps you deliver just that.
Campaigns using 3 or more channels achieved a 287% higher purchase rate than single-channel campaigns.
Source: Wisernotify
In this guide, we’ll uncover nine influential omnichannel marketing trends that growth marketing agencies use to boost your business and engage customers at every touchpoint.
AI-Powered Personalization at Every Touchpoint
Imagine being able to recommend products, send targeted offers, or craft tailored messages based on what your customers are doing right now.
Source: McKinsey&Company
AI marketing tools like predictive analytics make this possible by analyzing behavior, such as browsing history, purchase patterns, and abandoned carts.
60% of marketers said they mainly use artificial intelligence (AI) to improve customer experience to predict customer behavior and needs—another 47% use AI in their marketing to uncover everyday customer journeys.
For business owners preferring growth marketing, you can engage customers with the right message at the right time, whether scrolling through Instagram, checking your website, or visiting your store.
Start by integrating AI-powered innovative marketing strategies with HubSpot or Emarsys to automate these personalized interactions. It’s an easy way to boost engagement and drive conversions without adding more to your to-do list.
Also read: Paid or Organic? A Deep Dive into Retention Strategies
Unified Data Systems for a Complete Customer View
To truly connect with your customers across all channels, you need all their data in one place.
A unified data system collects information from everywhere—online shopping, in-store purchases, or social media interactions—and combines it into one platform. Businesses using a CRM are 86% more likely to exceed their sales goals.
For business owners, this means you can see the full picture of each customer’s journey. Tools like CRM or customer data platforms (CDPs) help you store and organize this data, making it easier to personalize your marketing.
Here’s a brief list of popular tools that can help unify customer data into one platform:
| Tool | Purpose | Best For |
| HubSpot CRM | Centralizes customer interactions | Small to mid-sized businesses |
| Salesforce CRM | Comprehensive customer management | Large businesses with complex needs |
| Segment | Customer data platform (CDP) | Data integration across multiple tools |
| Zoho CRM | Affordable all-in-one CRM solution | Small businesses with basic needs |
| Emarsys | AI-driven personalization and CDP | eCommerce and retail businesses |
These tools streamline your data, helping you create seamless customer experiences across all channels.
By having all your customer insights in one system, you can make better decisions, target the right people, and deliver a consistent experience no matter where they interact with your brand.
Omnichannel Loyalty Programs for Long-Term Engagement
Loyalty programs are no longer just about points or discounts—they’ve evolved into powerful tools for building deep, lasting customer relationships and customer growth.
In an omnichannel strategy, loyalty programs need to work seamlessly across all platforms. This means your customers should be able to earn and redeem rewards whether they’re shopping online, visiting your store, or using your mobile app.
For business owners, investing in an omnichannel loyalty program helps increase customer retention and lifetime value.
A great example is Starbucks. Their Rewards Program allows customers to earn stars through the app, website, or in-store purchases. These stars can be redeemed for free drinks, food, or exclusive offers, no matter where the purchase was made.
Source: Tidio
Whether paying through the app or in person, the experience is the same—seamless and convenient.
You can use tools like Smile.io or LoyaltyLion to create personalized rewards that keep your customers engaged across every touchpoint.
You turn one-time buyers into repeat customers by offering consistent rewards and exclusive perks, driving long-term growth.
Immersive Digital Experiences with Augmented and Virtual Reality (AR/VR)
AR and VR are transforming the way customers interact with products, offering immersive experiences that go beyond traditional shopping.
With AR, customers can try on clothes, preview furniture in their homes, or even see how new paint colors would look on their walls—all from their phones.
VR takes it a step further by creating fully virtual shopping environments.
For business owners, integrating AR and VR into your marketing strategy can set you apart from competitors and offer customers an engaging, memorable experience.
A great example is IKEA’s AR app, which allows customers to visualize furniture in their home before buying. This eliminates guesswork and gives shoppers confidence in their purchase decisions.
Source: IKEA
Whether you’re in retail, real estate, or any other industry, tools like Shopify AR or Blippar can help you create similar interactive experiences that boost customer engagement and drive sales.
Seamless Integration of Online and Offline Channels
Customers today expect a smooth transition between online and offline shopping. They might browse products on your website, check stock availability, and then head to your physical store to complete the purchase.
This seamless integration is crucial for delivering a consistent experience across all touchpoints. For business owners, synchronizing your online and offline operations ensures your customers get the same service, whether they’re shopping from their phone or walking into your store.
A great example is Walmart’s “Buy Online, Pick Up In-Store” (BOPIS) service. Customers can order products online and pick them up at their nearest store, saving time and shipping costs.
Source: Walmart Commerce Technologies
To implement this, tools like Square for Retail or Shopify POS can help you sync inventory, customer data, and sales across your online and offline channels. By making these systems work together, you provide a seamless shopping experience, build customer trust, and increase sales across all platforms.
Conversational Commerce and AI Chatbots
Customers want quick answers & instant support, and conversational commerce makes that possible. AI-powered chatbots can engage with customers 24/7, answering questions, assisting with purchases, and guiding them through shopping.
For business owners, AI chatbots reduce response times, provide personalized recommendations, and improve customer satisfaction without needing a large support team.
Source: Master.of.code
A real-world example is Sephora’s chatbot on Facebook Messenger, which helps customers find products, book in-store appointments, and even offers makeup tutorials.
Tools like Tidio or Drift allow you to set up similar AI chatbots on your website or social media, creating a direct communication channel with customers. By integrating chatbots, you can drive conversions with high AI ROI, offer personalized assistance, and keep your customers engaged around the clock.
Social Commerce and Shoppable Content
Social media is no longer just for brand awareness—it’s become a powerful sales channel. Social commerce allows customers to shop directly from their favorite platforms like Instagram, Facebook, and TikTok without leaving the app.
For business owners, integrating shoppable content into social media posts and ads can significantly shorten the buyer’s journey, turning engagement into instant sales.
A standout example is Instagram’s Shoppable Posts, where brands like H&M tag products directly in their photos, allowing users to browse and purchase without leaving the platform.
Source: The New York Times
To implement social commerce in your strategy, tools like Instagram Shopping or Facebook Shops make it easy to create a seamless shopping experience within your social feed.
This boosts conversions and meets customers where they are—on social media. It turns your followers into buyers with just a few clicks.
Sustainability and Ethical Practices as a Marketing Advantage
Sustainability is a significant factor in today’s customer decisions, and it can be powerful when communicated consistently across all channels.
Whether browsing your website, or social media or visiting your store, customers expect to see your commitment to ethical practices.
For business owners, this means integrating sustainability into every touchpoint—highlighting eco-friendly products online, showcasing efforts on social media, and reinforcing them in-store.
A great example is Allbirds, which is known for using natural materials and transparent sourcing. Online and in-store customers trust that they support a brand focused on reducing its carbon footprint.
Source: Shopify
Tools like EcoCart or SustainCart can show customers the environmental impact of their purchases across all channels. By making sustainability a key part of your omnichannel strategy, you build trust and attract eco-conscious customers wherever they engage with you.
Enhanced Omnichannel Customer Support with Self-Service Tools
Customers today value convenience and speed, and they expect immediate solutions to their issues. Self-service tools like FAQs, knowledge bases, and AI-driven help desks allow customers to find answers on their own, without waiting for a support agent.
In an omnichannel strategy, these tools need to be accessible across all platforms—whether customers are browsing your website, using your mobile app, or visiting your social media pages.
For business owners, integrating self-service options across channels reduces the burden on your support team while improving customer satisfaction. A strong example is Amazon, which offers a comprehensive help center across its app and website, allowing users to track orders, process returns, or get answers instantly.
Tools like Zendesk or Freshdesk can help you implement similar systems that work across multiple channels, giving customers a seamless support experience no matter where they engage. By offering easy-to-use self-service tools, you create a more efficient support system and enhance customer experience across every touchpoint.
Take Your Omnichannel Marketing to the Next Level
Omnichannel marketing is essential for meeting today’s customer expectations.
By leveraging AI-powered personalization, unified data systems, loyalty programs, AR/VR experiences, and seamless online-offline integration, your business can create a consistent, engaging experience.
Adding social commerce, sustainability, and self-service tools rounds out a strategy that keeps customers connected at every touchpoint.
However, maintaining a well-structured omnichannel strategy requires constant effort. That’s where experienced growth marketing agencies can help.
[A] Growth Agency specializes in data-driven growth marketing strategies tailored to your business needs.
Our team ensures you have a well-planned marketing agency onboarding process and get answers to all the questions you might ask a growth agency.
We excel in AI integration, data-driven experimentation roadmap creation, loyalty programs, and customer engagement, ensuring seamless experiences across every channel.
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