The Ultimate Guide to Omnichannel
A curated Canadian edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Omnichannel.
What to know about Omnichannel
Omnichannel refers to a seamless approach to customer engagement that integrates multiple channels—such as online, in-store, mobile, and social media—to provide a unified and consistent experience. This strategy has become critical as retailers and businesses strive to meet evolving consumer demands for convenience, personalization, and agility across all touchpoints.
Exploring our collection of recent stories on omnichannel reveals how various companies are enhancing order management, customer data platforms, AI-driven customer service, and identity security to refine omnichannel capabilities. Readers can discover how innovations in technology, from RFID to AI chatbots, and partnerships between retailers and tech providers, support the transformative power of omnichannel experiences.
By following developments in omnichannel, readers gain insights into optimizing supply chains, improving contact center operations, and personalizing marketing efforts, all aimed at fostering customer loyalty and operational efficiency. Our coverage also highlights challenges and emerging trends—such as integrating offline and online shopping, leveraging first-party data, and the rising importance of AI—that shape the future of omnichannel retail and customer engagement worldwide.
Canadian Omnichannel News
Regional stories with direct local relevance
ServiceNow study flags empathy gap in customer service
Only 10% of customers rate service as great, as fragmented systems and poor empathy are driving churn and frustration.
AI spend surges but marketers struggle to generate value
Marketers pour money into AI, yet most still blast generic spam as fragmented data blocks the real conversations customers now expect.
Canadian shoppers demand value, personalisation & trust
Cost-conscious Canadians now demand sharper prices, personalised tech and rock-solid data security before choosing where to shop.
Analyst Insights
Research and market analysis connected to Omnichannel
Parloa tops USD $50 million ARR after Series D boost
Proximus Global rises to Gartner CPaaS leaders group
Kore.ai launches Artemis AI platform on Microsoft Azure
Infobip study finds CX investment gap in global brands
Temenos named Forrester leader in digital banking tech
Expert Columns
Interviews
Interviews and video coverage from the network
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Recent Omnichannel News
8x8 named MetriStar top provider for CPaaS & CCaaS
Recognition follows a market shift towards integrated customer communications platforms as 8x8 scores above average on business success and sentiment.
Amazon Web Services launches no-code AI customer designer
Business teams can now build AI-led service journeys without engineering support, as AWS previews a no-code designer for Amazon Connect Customer.
SAP study finds AI agents shape Gen Z buying decisions
Nearly half of Gen Z shoppers now use AI agents to help choose products, forcing brands to rethink how they reach buyers in peak trading periods.
Synthflow AI & Avant strike exclusive voice AI deal
The tie-up could speed customer service automation for regulated sectors, with first joint deals already closed and roll-outs due in weeks.
8x8 launches AI Routing for broader customer service
Customer queries can now be directed to experts beyond the contact centre, as 8x8's new tool uses data to match issues in real time.
Zoom adds AI tools to Virtual Agent for customer service
Customer service teams can now build and monitor AI agents more easily, with Zoom adding testing, quality controls and outcome-based pricing.
Intuit adds B2B support to QuickBooks Shopify Connector
Wholesale merchants can now cut manual reconciliation as Shopify B2B orders land in QuickBooks as invoices with payment sync.
Kentico adds AI award in Site of the Year 2026 reset
Digital experience projects using agentic AI will now compete for recognition as Kentico reshapes its Site of the Year awards into six sectors.
Zendesk contact centre voice passes 100 contact centers customers
High call volumes and stalled omnichannel upgrades are driving firms to Zendesk's AI voice tools, which secured 100 sales opportunities in a year.
Cegid launches retail one for speciality store chains
Retail staff could spend less time juggling logins as Cegid brings sales, stock and customer tools into one interface.
8x8 adds real-time translation and model choice to AI Studio
Agents can now keep multilingual support calls on the line without an interpreter, as 8x8 rolls out real-time voice translation across 13 languages.
Specsavers & Merkle cut UK query volume by 90%
The overhaul gives retailers a clearer online-offline customer view while saving Specsavers more than two weeks of engineering time in Britain.
Genesys Cloud ARR hits USD $2.8 billion as AI demand rises
Rising enterprise spending on AI helped push Genesys Cloud annual recurring revenue to USD $2.8 billion, with international sales nearing 45%.
AI board priority rises as legacy systems slow scale
Legacy systems are slowing AI roll-outs at large firms, with most executives saying modernisation and governance are now the main bottlenecks.
Quant & IBM launch Ava at Fortitude Re to cut calls
The rollout has cut average handling time by three minutes and lifted first-call resolution to 86% at Fortitude Re.
La Guaca's online orders surge 600% after ERP link
Disconnected stock and pricing data had held back eCommerce growth, but the retailer now processes about 12,000 updates a day across 18 branches.
McKinsey flags widening B2B gap as AI lifts leaders
Roughly one in three B2B suppliers still lack online purchasing, even as buyers and rivals increasingly shift spending and research online.
Talkdesk launches proactive AI agents for retail, finance
Retailers and lenders could recover lost sales and automate compliance-heavy outreach as Talkdesk expands AI beyond inbound service tasks.
GoTo launches unified AI customer experience platform
Small businesses could cut support complexity as the new system links calls, chat and AI tools in one place, helping staff manage customers faster.
Pattern launches Pi AI engine for eCommerce brands
The platform gives brands real-time, audited automation across marketplaces, with human approval required for some actions and millions already completed.