{"id":19707,"date":"2025-01-30T10:00:23","date_gmt":"2025-01-30T09:00:23","guid":{"rendered":"https:\/\/then.agency\/articoli\/omnichannel-experience-engaging-experiences"},"modified":"2026-10-07T22:34:42","modified_gmt":"2026-10-07T21:34:42","slug":"omnichannel-experience-engaging-experiences","status":"publish","type":"post","link":"https:\/\/then.agency\/en\/articoli\/omnichannel-experience-engaging-experiences","title":{"rendered":"Omnichannel Experience: how to create engaging experiences"},"content":{"rendered":"<p><strong>Omnichannel Experience<\/strong> is not just a marketing strategy, but a true transformation of the way companies interact with customers. Today, users expect a frictionless experience between digital and physical channels, one that is smooth, consistent and personalized.<\/p>\n<blockquote><p>According to a study by <strong>Harvard Business Review<\/strong>, <strong>73% of consumers<\/strong> use multiple channels in their customer journey. However, only <strong>22% of companies<\/strong> say they have developed a truly effective omnichannel experience (<strong>Qualtrics<\/strong>). This shows there is still a lot of room for improvement for companies that want to stand out.<\/p><\/blockquote>\n<p>In this article we will explore:<\/p>\n<ul>\n<li><strong>What Omnichannel Experience means<\/strong> and why it is different from multichannel.<\/li>\n<li><strong>Its impact on UX, CX and EX<\/strong>.<\/li>\n<li><strong>The practical strategies for implementing it successfully<\/strong>.<\/li>\n<\/ul>\n<h2><strong>Omnichannel vs Multichannel: the fundamental difference<\/strong><\/h2>\n<p>Many companies believe they have an omnichannel approach just because they use multiple communication channels. However, true omnichannel goes beyond simply being present on different platforms.<\/p>\n<ul>\n<li><strong>Multichannel<\/strong>: channels operate separately, with no integration between them.<\/li>\n<li><strong>Omnichannel<\/strong>: all channels are connected to offer a unified, uninterrupted experience.<\/li>\n<\/ul>\n<h3><strong>Practical example: Omnichannel vs Multichannel<\/strong><\/h3>\n<p><strong>Multichannel:<\/strong> a customer explores a product on the website, then visits the physical store, but the sales assistant has no access to their browsing history.<\/p>\n<p><strong>Omnichannel:<\/strong> the customer looks at a product online, receives a personalized email with an offer and in store the sales assistant can see the digital cart, offering a seamless experience.<\/p>\n<p>The result? With omnichannel, the customer feels recognized and valued, which increases the likelihood of conversion.<\/p>\n<h2><strong>Omnichannel Experience and its impact on UX, CX and EX<\/strong><\/h2>\n<h3><strong>Omnichannel Experience and User Experience (UX)<\/strong><\/h3>\n<p>From the point of view of <strong>User Experience (UX)<\/strong>, an omnichannel experience must ensure:<\/p>\n<ul>\n<li><strong>Consistent interfaces<\/strong> across all touchpoints (app, website, chatbot, physical stores).<\/li>\n<li><strong>Smooth navigation<\/strong> between devices.<\/li>\n<li><strong>Real-time personalization<\/strong> based on the user&#8217;s preferences.<\/li>\n<\/ul>\n<blockquote><p><strong>UX success story:<\/strong> Netflix lets you start watching a film on TV and resume from the same point on a smartphone or tablet. This level of continuity is a perfect model of omnichannel UX.<\/p><\/blockquote>\n<h3><strong>Omnichannel Experience and Customer Experience (CX)<\/strong><\/h3>\n<p>A well-designed omnichannel experience improves <strong>Customer Experience (CX)<\/strong> in three main ways:<\/p>\n<ul>\n<li><strong>Improves customer loyalty<\/strong>, by offering personalized interactions.<\/li>\n<li><strong>Reduces friction<\/strong> in the purchase and support process.<\/li>\n<li><strong>Increases conversions<\/strong> through a smooth experience.<\/li>\n<\/ul>\n<blockquote><p><strong>Relevant data:<\/strong> According to <strong>Qualtrics<\/strong>, companies that implement omnichannel strategies see a <strong>91%<\/strong> increase in loyalty.<\/p><\/blockquote>\n<h3><strong>Omnichannel Experience and Employee Experience (EX)<\/strong><\/h3>\n<p>Omnichannel Experience also improves <strong>Employee Experience (EX)<\/strong> thanks to:<\/p>\n<ul>\n<li><strong>Better access to data<\/strong>, reducing the time needed to serve the customer.<\/li>\n<li><strong>Interconnected collaboration tools<\/strong>, making work between departments easier.<\/li>\n<li><strong>Smart automation<\/strong>, which reduces repetitive work.<\/li>\n<\/ul>\n<blockquote><p><strong>Case study:<\/strong> Medallia uses omnichannel systems to collect feedback from employees, improving their engagement and productivity.<\/p><\/blockquote>\n<h2><strong>Conclusions<\/strong><\/h2>\n<p><strong>Omnichannel Experience<\/strong> is essential for offering smooth interaction across all channels, improving <strong>UX<\/strong>, optimizing <strong>CX<\/strong> and strengthening <strong>EX<\/strong>. Companies that invest in this strategy get more loyal customers, more productive employees and a lasting competitive advantage.<\/p>\n<p><strong>Do you want to take your omnichannel strategy to the next level?<\/strong> <a href=\"https:\/\/then.agency\/en\/solutions\">Find out how we can help you design smooth, integrated experiences<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The key difference from multichannel and its impact on UX, CX and EX.<\/p>\n","protected":false},"author":10,"featured_media":17038,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_title":"Omnichannel customer experience: what it is and how to build it","rank_math_description":"What sets an omnichannel experience apart from multichannel and how to integrate touchpoints without making the user start over.","rank_math_focus_keyword":"omnichannel experience","fonti_articolo":"<ul>\n<li><a href=\"https:\/\/hbr.org\/\">Harvard Business Review, \"The New Rules of Retail\"<\/a><\/li>\n<li><a href=\"https:\/\/www.qualtrics.com\/blog\/omnichannel-customer-experience\/\">Qualtrics, \"What is Omnichannel Customer Experience?\"<\/a><\/li>\n<li><a href=\"https:\/\/www.medallia.com\/blog\/how-omnichannel-experience-drives-customer-loyalty\/\">Medallia, \"How Omnichannel Experience Drives Customer Loyalty\"<\/a><\/li>\n<\/ul>\n","riassunto":"<p>Harvard Business Review finds that 73% of consumers use multiple channels in the same journey. But only 22% of companies say they have built an omnichannel experience that works.<\/p>\n<p>The difference from multichannel is not the number of channels: it is whether the context travels with the person or gets lost at every step.<\/p>\n<p>A practical example showing the two models side by side, and the effects on the experience of users, customers and the people working behind the scenes.<\/p>","footnotes":""},"categories":[51],"tags":[],"class_list":["post-19707","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cx-en"],"_links":{"self":[{"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/posts\/19707","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/users\/10"}],"replies":[{"embeddable":true,"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/comments?post=19707"}],"version-history":[{"count":0,"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/posts\/19707\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/media\/17038"}],"wp:attachment":[{"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/media?parent=19707"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/categories?post=19707"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/tags?post=19707"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}