The evolution of omnichannel marketing
Omnichannel marketing is not a new term, however, its relevance is now reaching new levels. In the beginning, businesses found it very difficult to keep the message across all available platforms. A business might have a social media team, an email marketing team , and a team that managed the physical stores, and all of them were operating in their own spheres, resulting in a poor customer experience.
As channels evolved, businesses began to use cross-channels, philippines area code list but real-time, executable personalization was still lacking. Fast forward to 2024/25 and the situation has completely changed. Machine learning and big data are enabling businesses to deliver a true omnichannel experience where the customer journey is interconnected, personal and relevant across all touchpoints.
to bring together all touchpoints – mobile apps, websites, social media, emails, in-store experiences, etc. – so that timely and appropriate messages are always available to users. Customer experience is no longer channel-based, but can now be tracked throughout the entire customer journey.
The omnichannel experience in 2025: The consumer perspective
Today’s consumer is increasingly tech-savvy, increasingly digitally connected. Next year, the average consumer is expected to interact with a brand across multiple different platforms and devices before making a purchase decision. For example, they might browse on a smartphone during lunchtime and engage with a brand on social media in the evening, then purchase via a voice-activated device at home. Most consumers expect equally personalized and consistent interaction across all touchpoints. Only brands that have this level of service quality will thrive in an increasingly competitive marketplace.