Although the benefits of omnichannel are evident, it may be necessary to face some challenges when implementing this strategy in companies, such as:
Investments in technologies and training for teams responsible for services;
Integration of complex systems such as CRM ( Customer Relationship Management ), ERP ( Enterprise Resource Planning ) and communication channels;
Centralized data management updated in real time;
Personalized service, etc.
THE RELATIONSHIP BETWEEN OMNICHANNEL AND CUSTOMER EXPERIENCE
Channel integration allows companies to better understand their consumers’ preferences and needs, providing more personalized and relevant interactions, as shown in a study by PwC Consumer new zealand whatsapp data Insights Survey 2023 , which showed that 73% of consumers use multiple channels during a purchasing journey, and those who have a positive experience tend to be more loyal to the brand. By centralizing and analyzing the data generated from these interactions, companies can adjust their strategies in real time, offering products and services aligned with each customer’s profile. This level of personalization is only possible with a complete technological infrastructure that allows communication between channels and efficient data analysis, such as Tactium OMNI .
THE FUTURE OF COMMERCE: PERSONALIZATION AND OMNICHANNEL
Personalization is a growing trend in digital commerce, and omnichannel plays a crucial role in this evolution. By collecting and analyzing data from different touchpoints, companies can offer more customized shopping experiences, from product recommendations to more relevant interactions in service channels. Studies such as the 2023 Global Retail Study ( Deloitte ) reaffirm that it is indeed worthwhile for companies to invest in personalization, as this way they can increase sales and customer loyalty. Another worthwhile investment is in technologies such as Artificial Intelligence (AI) and automation, as they can be used not only to personalize services but also to analyze large volumes of data and provide valuable insights into consumer behavior. The great advantage is that when combined, these technologies allow companies to offer a premium shopping experience to customers, which makes all the difference in a market scenario where there is increasingly more competition and more demands from customers.