Omnichannel customer experience (CX) - Glossary

Omnichannel customer experience (CX) is the holistic approach to customer engagement seamlessly integrating various communication channels to offer a consistent and personalized experience. Imagine walking into a store where a friendly assistant knows your preferences from past online purchases or receiving a notification on your phone about a sale item you were eyeing on the brand’s website. A real-world example can be seen in Starbucks' rewards app where customers can order a coffee online pick it up in-store and earn rewards all through a single cohesive system. This interconnectedness means whether a customer interacts via social media email online chat or in person their journey maintains a unified and engaging narrative. By breaking down the silos between different platforms businesses can better anticipate customer needs and deliver truly customized experiences that resonate and build loyalty over time.