Analyst Report

IDC Spotlight Report: The Power of a PX Strategy in Omnichannel Commerce

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Related Terms

Voice Search
Value Chain
User-Generated Content
Up-Selling
Time-to-Market
Tassonomia
Supply Chain
Supplier Onboarding
Suppliers
SKUs
Site Search
Search Engine Optimization (SEO)
Return Rate
Return Policy
Product Page
Product Experience (PX) Strategy
Product Experience Management (PXM)
Product Experience
Product Discovery
Product Catalog
Product Bundling
Natasha’s Law
Multichannel Commerce
Manufacturers
Hybrid Shopping
e-commerce
Distributors
Digital Transformation
Digital Shelf
Cyber Monday
Customer Experience
Cross-Selling
Conversational Commerce
Brick-and-Mortar
Brands
BOPIS
Black Friday
B2C
B2B

Omnichannel Experience

Omnichannel experience is a seamless customer experience in which businesses provide a consistent and seamless experience across multiple channels and touchpoints, such as websites, mobile apps, physical stores, and many more. A customer browses shoes on a brand’s mobile app and adds them to the cart, however, they forget to complete their purchase. Later, they receive an email reminder about the items left in the cart. The next day, they visit the brand’s physical store where they show the sales associate the items in their online cart and receive their help to complete the purchase. A fluid experience that consists of all the channels interacting seamlessly, offering the customer a positive, personalized experience.

For businesses, the benefits of an omnichannel experience are its impact on customer experience, boost in customer loyalty, high conversion and retention rate, and streamlined customer support. A seamless experience through various channels, such as eCommerce platforms and physical stores, produces customer satisfaction, creating a connection between the brand and the consumer which means they’re more likely to return.