According to a survey by Rakuten Insight among consumers in Asia, browsing products online and buying them in a retail store was the leading shopping channel as of November 2023. Finding the item and purchasing them online was a popular shopping channel for most surveyed Asian countries, with ** percent of the respondents in South Korea and Taiwan using this channel as of November 2023.

During a 2022 survey carried out among business managers and above who were familiar with their company's customer experience, marketing tech, or customer data strategies from various countries across the globe, ** percent stated they felt they were successfully achieving omnichannel personalization. A year earlier, the share stood at ** percent.

Omnichannel Retailing Market valued at USD 10.13 Bn in 2025, anticipated to reaching USD 25.35 Bn by 2032,with steady annual growth rate of 14%.

Global Omnichannel Retail Commerce Platform market size is expected to reach $12.88 billion by 2029 at 14.4%, segmented as by e-commerce, online storefront, mobile commerce (mcommerce), social commerce integration, marketplace integrations

Discover key 2024 omnichannel statistics that reveal how effective omnichannel marketing can boost sales and enhance customer engagement.

The Omnichannel Automated Marketing Platform market is projected to register a CAGR of XX% during the forecast period of 2025-2033. Valued at XXX million in 2025, the market is expected to reach XXX million by 2033. The growth is attributed to the increasing adoption of omnichannel marketing strategies by enterprises to enhance customer engagement and optimize marketing ROI. The cloud-based segment is anticipated to dominate the market, owing to its cost-effectiveness and scalability benefits. The key drivers of the market include the rising demand for automated marketing solutions, the proliferation of digital channels, and the growing need for personalized customer experiences. However, the complex implementation process and data privacy concerns may restrain market growth to some extent. The market is highly competitive, with established vendors like HubSpot, Adobe, and Salesforce holding significant market share. Key trends in the market include the integration of artificial intelligence (AI) and machine learning (ML) to enhance marketing campaign effectiveness and the adoption of omnichannel marketing platforms for customer relationship management (CRM).

Introduction

Omnichannel Statistics: As the world’s economy continues to grow digitally, businesses are being encouraged to adopt seamless and integrated shopping experiences across multiple platforms, in line with rapidly evolving consumer expectations, to enhance customer satisfaction and loyalty.

"Omnis" is a Latin word that means "every/all", which suggests the integration of all physical channels (offline) and digital channels (online) to offer a unified customer experience. In recent years, the majority of businesses have adopted omnichannel strategies to achieve better results, including increased repeat customers, higher sales, and longer-lasting customer relationships.

This article presents several statistical analyses from different perspectives that will help you understand the topic more effectively.

Omnichannel Customer Service Market Outlook

The global omnichannel customer service market size was estimated at USD 14.2 billion in 2023 and is projected to reach USD 35.6 billion by 2032, reflecting a CAGR of 10.8% during the forecast period. This impressive growth is fueled by increasing consumer expectations for seamless and integrated customer experiences across multiple channels, advances in technology, and businesses' recognition of the strategic importance of customer service in enhancing customer loyalty and satisfaction.

One primary growth factor driving the omnichannel customer service market is the rising demand for personalized and consistent customer experiences. Consumers today interact with brands through various touchpoints, including social media, phone calls, emails, live chat, and in-person visits. The ability to provide a unified and coherent experience across all these channels not only enhances customer satisfaction but also fosters brand loyalty. Companies are increasingly investing in omnichannel customer service solutions to meet these high consumer expectations and gain a competitive edge in the market.

Technological advancements, particularly in artificial intelligence (AI) and machine learning (ML), have significantly contributed to the growth of the omnichannel customer service market. AI-driven chatbots, for example, can handle customer inquiries in real-time, providing quick and accurate responses irrespective of the channel. Additionally, data analytics tools enable businesses to gather and analyze customer data from various touchpoints, offering deep insights into customer behavior and preferences. These technologies empower companies to deliver more personalized and efficient customer service, thereby boosting market growth.

Another crucial factor is the increasing adoption of digital transformation initiatives by organizations worldwide. As businesses strive to stay relevant in an increasingly digital world, they are embracing omnichannel strategies to enhance their customer service capabilities. Digital transformation not only improves operational efficiency but also enhances customer engagement by offering a seamless experience across all platforms. The pandemic further accelerated this trend, as the shift to remote work and online shopping highlighted the importance of robust omnichannel communication strategies.

Regionally, North America dominates the omnichannel customer service market due to the presence of key market players and early adoption of advanced technologies. The region's market is characterized by high consumer expectations and a strong focus on customer satisfaction. Europe is the second-largest market, driven by stringent customer protection regulations and a well-established retail sector. The Asia Pacific region is expected to witness the highest growth rate during the forecast period, fueled by the rapid digitalization of businesses, increasing internet penetration, and growing adoption of smartphones.

Component Analysis

The omnichannel customer service market can be segmented by components into software and services. The software segment dominates the market, driven by the increasing demand for customer relationship management (CRM) software, contact center solutions, and other integrated customer service applications. These software solutions enable businesses to manage customer interactions more efficiently, providing a unified view of customer data across various channels. The growing need for automation and AI-driven customer service tools is also contributing to the expansion of the software segment.

CRM software is a critical component of the omnichannel customer service ecosystem. It helps businesses manage customer interactions, track customer journeys, and personalize communication based on customer preferences and history. The integration of AI and ML in CRM systems has further enhanced their capabilities, allowing for predictive analytics and personalized recommendations. As businesses seek to deliver highly targeted and relevant customer experiences, the demand for advanced CRM solutions continues to rise.

Contact center solutions are another vital part of the software segment. These solutions facilitate multi-channel communication, enabling businesses to handle customer inquiries through phone calls, emails, live chats, and social media efficiently. The shift towards cloud-based contact center solutions has gained significant traction due to their scalability, flexibility, and cost-effectiveness. Cloud solutions also offer advanced features

The global Omni-channel retail solutions market was valued at USD 5.93 billion in 2021 and is expected to grow at a CAGR of 13.8% during the forecast period.

Omnichannel Retail Market Outlook

According to our latest research, the global omnichannel retail market size reached USD 9.7 billion in 2024, reflecting robust momentum driven by the accelerated digital transformation in the retail sector. The market is projected to grow at a CAGR of 14.2% from 2025 to 2033, reaching a forecasted value of USD 29.6 billion by 2033. This remarkable expansion is primarily fueled by the increasing consumer demand for seamless and integrated shopping experiences across physical and digital channels, ongoing advancements in retail technology, and the growing adoption of data-driven personalization strategies.

The primary growth driver for the omnichannel retail market is the evolving consumer behavior that emphasizes convenience, personalization, and flexibility. Today’s shoppers expect retailers to offer a unified experience whether they are browsing online, purchasing through mobile apps, or visiting brick-and-mortar stores. The proliferation of smart devices and high-speed internet has enabled consumers to effortlessly switch between channels, compelling retailers to invest in omnichannel solutions that can synchronize inventory, customer data, and marketing efforts in real time. Moreover, the rise of click-and-collect, curbside pickup, and same-day delivery services has further elevated customer expectations, prompting retailers to innovate their operational models to stay competitive.

A second significant growth factor is the advancement in retail technologies such as artificial intelligence, machine learning, and data analytics. These technologies empower retailers to gather actionable insights from vast amounts of customer data, enabling hyper-personalized marketing, targeted promotions, and optimized inventory management. The integration of cloud-based omnichannel platforms facilitates scalability and agility, allowing businesses of all sizes to deploy sophisticated solutions without substantial upfront investments. As a result, the adoption of omnichannel strategies is no longer limited to large enterprises; small and medium-sized businesses are increasingly leveraging these tools to enhance customer engagement and drive sales growth.

Additionally, the competitive landscape in the retail sector is intensifying, with both established brands and new entrants seeking to differentiate themselves through superior customer experiences. The omnichannel approach has become a strategic imperative for retailers aiming to build brand loyalty and maximize customer lifetime value. Retailers are investing in advanced customer relationship management (CRM) systems, unified commerce platforms, and integrated payment solutions to deliver consistent experiences across all touchpoints. This trend is further amplified by the growing influence of social media and mobile commerce, which have become critical components of the omnichannel ecosystem. As retailers continue to blur the lines between physical and digital retail, the market is poised for sustained growth in the coming years.

From a regional perspective, North America leads the omnichannel retail market, accounting for the largest revenue share in 2024, followed closely by Europe and the rapidly expanding Asia Pacific region. North America’s dominance is attributed to the early adoption of advanced retail technologies, a mature e-commerce landscape, and high consumer expectations for integrated shopping experiences. Europe is witnessing steady growth due to rising investments in digital infrastructure and increasing cross-border e-commerce activity. Meanwhile, Asia Pacific is emerging as the fastest-growing region, driven by the digitalization of retail in countries like China and India, a burgeoning middle class, and widespread mobile internet penetration. Latin America and the Middle East & Africa are also experiencing notable growth, albeit at a slower pace, as retailers in these regions accelerate their digital transformation journeys.

Component Analysis

The global omnichannel solutions market is estimated to be valued at USD XXX million in 2025 and is projected to reach USD XXX million by 2033, exhibiting a CAGR of XX% during the forecast period. The growth can be attributed to the increasing demand for seamless customer experiences across multiple channels, the proliferation of digital technologies, and the rising adoption of omnichannel strategies by businesses. The market is expected to be primarily driven by the retail and financial services sectors, which are heavily invested in enhancing customer engagement and loyalty. Key market trends include the integration of artificial intelligence (AI) and machine learning (ML) to personalize customer experiences, the adoption of cloud-based omnichannel platforms, and the growing popularity of mobile commerce. The market is fragmented, with a diverse range of vendors offering various omnichannel solutions. Some of the prominent players in the market include Microsoft, Q-nomy, TTEC Holdings, Zendesk, IBM, and Genesys. The regional landscape of the omnichannel solutions market is expected to be dominated by North America and Europe, due to the presence of a large number of established vendors and the high adoption rate of omnichannel strategies in these regions.

Shoppers and retailers in the United Kingdom engage in various omnichannel activities. For instance, ** percent of retailers have begun investing in omnichannel, unified commerce solutions. From the consumer perspective, more than half of UK shoppers have indicated that an omnichannel perk such as being allowed to order online and return in store would increase their loyalty.

Omnichannel Commerce Software Market Outlook

The global omnichannel commerce software market size was valued at approximately USD 4.5 billion in 2023, and it is projected to reach USD 12.8 billion by 2032, growing at a CAGR of 12.3% during the forecast period. This impressive growth trajectory is largely driven by the increasing adoption of digital transformation strategies among enterprises and the rising need for seamless customer experiences across multiple channels.

One of the primary growth factors propelling the omnichannel commerce software market is the rapid digitization of retail operations. As consumers increasingly engage with brands through multiple touchpoints—both online and offline—retailers are compelled to implement omnichannel solutions to provide a cohesive shopping experience. This trend is further accentuated by the proliferation of smartphones and the widespread accessibility of the internet, which have revolutionized shopping behaviors and preferences. Retailers, in response, are investing heavily in omnichannel platforms to bridge the gap between physical and digital channels, thereby enhancing customer satisfaction and loyalty.

Another significant growth driver is the enhanced focus on personalized customer experiences. Modern consumers expect interactions with brands to be relevant and tailored to their individual preferences. Omnichannel commerce software equips businesses with the tools needed to gather and analyze customer data across various channels, enabling them to deliver personalized experiences. This not only fosters customer engagement but also drives higher conversion rates and repeat purchases. Moreover, advancements in artificial intelligence and machine learning are augmenting these capabilities, making it easier for businesses to predict customer needs and behaviors, thereby optimizing their marketing and sales strategies.

The increasing integration of advanced technologies such as AI, big data analytics, and the Internet of Things (IoT) is also contributing significantly to market growth. These technologies enable businesses to gain deeper insights into customer journeys, optimize inventory management, and streamline supply chain operations. The ability to make data-driven decisions enhances operational efficiency and reduces costs, making omnichannel commerce software an attractive investment for enterprises of all sizes. Furthermore, the growing emphasis on customer-centric business models is encouraging organizations to adopt comprehensive omnichannel solutions to stay competitive in an increasingly digital marketplace.

The rise of Digital Commerce is reshaping the landscape of omnichannel strategies, as businesses strive to integrate their online and offline channels seamlessly. Digital commerce platforms offer retailers the tools to enhance their digital presence, streamline operations, and provide personalized customer experiences. With the increasing reliance on digital channels, businesses are investing in advanced technologies to optimize their digital commerce strategies, ensuring they meet the evolving expectations of tech-savvy consumers. This shift towards digital commerce is not only enhancing customer engagement but also driving significant growth in the omnichannel commerce software market. As businesses continue to prioritize digital transformation, the role of digital commerce in shaping the future of retail becomes increasingly pivotal.

From a regional perspective, North America is expected to dominate the omnichannel commerce software market throughout the forecast period, owing to the high adoption of advanced technologies and the presence of major market players in the region. However, the Asia Pacific region is anticipated to witness the highest growth rate, driven by the rapid expansion of the e-commerce sector and the increasing digitalization of retail operations in emerging economies such as China and India. European markets are also expected to show substantial growth, supported by favorable regulatory frameworks and a strong focus on enhancing customer experiences across multiple channels.

Component Analysis

In the omnichannel commerce software market, the component segment is categorized into software and services. The software segment includes various types of platforms and solutions designed to manage and streamline commerce activities across multiple channels. This segment is witnessing significant growth due to the increasing need for sophisticated tools that

The global Omni-channel retail solutions market size is expected to reach USD 18.8 billion by 2030, according to a new study by Polaris Market Research.

As of 2020, only ** percent of retailers had optimized their customer journey for buy online, return in-store services. A digital customer journey through this service incurred an average margin loss of *** points when compared to a tradition in-store purchase due to additional costs of fulfillment.

Omnichannel Platforms Software Market Outlook

The global market size for omnichannel platforms software was valued at approximately USD 10.3 billion in 2023 and is projected to reach around USD 32.8 billion by 2032, growing at a compound annual growth rate (CAGR) of 13.5% during the forecast period. This robust growth is driven by the increasing demand for seamless customer experiences, heightened digital transformation initiatives, and the integration of advanced technologies like AI and machine learning.

The omnichannel platforms software market is primarily fueled by the rising need for businesses to offer a cohesive and integrated customer experience. In a digital age where customers interact with brands across multiple touchpoints, from physical stores to mobile apps and social media, ensuring a unified experience has become crucial. Companies are investing heavily in omnichannel strategies to enhance customer satisfaction and loyalty, which in turn drives the growth of the software solutions that facilitate these capabilities.

Another significant growth factor is the acceleration of digital transformation across various industries. Businesses are increasingly adopting digital tools to streamline operations, improve efficiency, and gain a competitive edge. Omnichannel platforms software plays a crucial role in this transformation by enabling organizations to integrate various customer interaction channels, allowing for better data management and personalized marketing strategies. This trend is expected to continue as more companies recognize the benefits of a comprehensive digital approach.

The advancements in artificial intelligence (AI) and machine learning are also propelling the market forward. These technologies enable omnichannel platforms to offer more sophisticated features, such as predictive analytics, personalized recommendations, and automated customer service through chatbots and virtual assistants. As these advanced functionalities become more accessible, their adoption is likely to increase, further driving the market's growth. Additionally, the growing emphasis on data security and compliance, coupled with the need for scalable solutions, is pushing organizations to invest in robust omnichannel platforms.

Omni-channel Campaign Management plays a pivotal role in the success of omnichannel platforms by orchestrating marketing efforts across diverse channels to ensure a cohesive customer journey. As businesses strive to deliver consistent messaging and branding, the integration of omni-channel campaign management tools becomes essential. These tools enable marketers to synchronize campaigns across digital and physical touchpoints, ensuring that customers receive personalized and timely communications. By leveraging data analytics and customer insights, businesses can optimize their marketing strategies, enhancing customer engagement and driving higher conversion rates. The ability to manage campaigns seamlessly across multiple channels not only improves operational efficiency but also strengthens customer relationships, ultimately contributing to the growth of the omnichannel platforms software market.

Component Analysis

When segmented by component, the omnichannel platforms software market is divided into software and services. The software segment, which includes various applications and tools designed to facilitate seamless customer interactions across channels, is expected to dominate the market. This dominance can be attributed to the increasing need for sophisticated software solutions that offer real-time data analytics, customer relationship management (CRM), and integration capabilities. As businesses seek to enhance their customer engagement strategies, the demand for comprehensive software platforms is anticipated to grow significantly.

The services segment, encompassing consulting, implementation, and support services, is also projected to witness substantial growth. These services are crucial for the successful deployment and maintenance of omnichannel platforms. Businesses often require expert guidance to navigate the complexities of integrating multiple channels and ensuring a smooth transition from traditional to omnichannel strategies. As a result, service providers play a vital role in the market, offering customized solutions and ongoing support to help organizations achieve their omnichannel objectives.

Furthermore, the software segment is expe

Retail Omni-Channel Commerce Platform Market Outlook

The global retail omni-channel commerce platform market size is forecasted to grow from USD 5.6 billion in 2023 to USD 12.1 billion by 2032, exhibiting a robust CAGR of 8.8% during the forecast period. This growth is driven by the increasing consumer demand for seamless shopping experiences across various platforms and channels. As retailers strive to offer integrated solutions that combine brick-and-mortar storefronts with digital channels, the adoption of omni-channel platforms has become pivotal. This trend is further fueled by advancements in technology that enable real-time data integration, advanced analytics, and personalized customer interactions, thereby enhancing the overall customer experience and driving market growth.

One of the most significant growth factors in the retail omni-channel commerce platform market is the rapid digital transformation within the retail sector. With the exponential rise in smartphone usage and internet penetration, consumers are increasingly expecting a cohesive and seamless shopping experience that spans various channels, including online, mobile, and in-store. This shift necessitates the integration of multiple channels, which is effectively facilitated by omni-channel platforms. Retailers are investing heavily in technology to merge these different channels, thereby ensuring consistency and personalization in consumer interactions. Moreover, the COVID-19 pandemic has accelerated this digital shift, as retailers had to quickly adapt to changing consumer behaviors, contributing to an uptick in the demand for omni-channel solutions.

Another key factor propelling the growth of the retail omni-channel commerce platform market is the increasing emphasis on customer experience and personalization. Modern consumers demand personalized interactions that cater to their specific preferences and needs. Omni-channel platforms equipped with advanced analytics and AI capabilities enable retailers to gather and analyze vast amounts of consumer data, thereby facilitating personalized marketing strategies. This not only enhances customer satisfaction but also builds brand loyalty, leading to increased revenues for retailers. Furthermore, the ability to provide a unified shopping experience across different channels, where consumers can seamlessly transition from browsing online to purchasing in-store, enhances the overall value proposition for both consumers and retailers.

The proliferation of emerging technologies such as artificial intelligence, machine learning, and the Internet of Things (IoT) is also a major growth driver. These technologies offer significant potential to enhance omni-channel retail strategies by enabling features such as predictive analytics, real-time inventory management, and intelligent customer interactions. AI-driven tools can analyze customer behavior in real-time, allowing retailers to optimize product recommendations and pricing strategies, thus increasing conversion rates. Similarly, IoT devices provide valuable data regarding consumer preferences and purchasing patterns, which can be utilized to improve supply chain efficiency and reduce operational costs. As these technologies continue to develop, they are expected to unlock new opportunities and drive further growth in the retail omni-channel commerce platform market.

Regionally, North America is poised to dominate the retail omni-channel commerce platform market, owing to the presence of numerous tech-savvy consumers and well-established retail giants that are early adopters of advanced technologies. The region is expected to maintain a significant market share throughout the forecast period, driven by the high penetration of e-commerce and the continuous innovation in retail technology. Meanwhile, the Asia Pacific region is anticipated to witness the fastest growth, with countries like China and India at the forefront of this expansion. The rapid urbanization and increasing internet penetration in these regions are leading to a surge in e-commerce activities, thereby boosting the demand for omni-channel platforms. Europe, Latin America, and the Middle East & Africa are also expected to witness notable growth, supported by the burgeoning retail sector and increasing investments in digital commerce infrastructure.

Component Analysis

The retail omni-channel commerce platform market is segmented by component into software and services. The software segment is expected to hold a dominant share of the market due to the increasing adoption of advanced software solutions that facilitate the integration of multiple retail channels. These software

The global omnichannel commerce software market is poised for significant growth over the forecast period, driven by increasing consumer demand for seamless shopping experiences across multiple channels. The market is estimated to reach a value of million by 2033, expanding at a CAGR of XX% during the forecast period. The rapid adoption of omnichannel strategies by retailers and the need for personalized customer interactions are key drivers of this market growth. Key trends shaping the omnichannel commerce software market include the rise of mobile commerce, the integration of artificial intelligence (AI) and machine learning (ML) technologies, and the growing importance of customer experience. Social media platforms are also playing a significant role in omnichannel commerce, allowing businesses to engage with customers and provide personalized shopping experiences. The increasing demand for omnichannel solutions is expected to drive the growth of various segments within the market, including government, retail and e-commerce, healthcare and life sciences, and BFSI. Key players in the market include BigCommerce, Cin7, Granbury Solutions, VL OMNI, Cloud Commerce Group, Pulse Commerce, Personal Touch Systems, Blueport Commerce, Kyozou, Shopify, SQQUID, Helcim, CitiXsys, Jetcommerce, and Kooomo. Omnichannel commerce software enables businesses to provide a seamless customer experience across multiple channels, including online, mobile, in-store, and social media. This report provides a comprehensive analysis of the omnichannel commerce software market, including key industry trends, growth drivers, challenges, and leading players.

The global omnichannel solutions market is projected to reach a value of USD 68.8 billion by 2033, exhibiting a CAGR of 12.5% during the forecast period (2025-2033). This growth can be attributed to the increasing adoption of omnichannel strategies by businesses to enhance customer experience, drive revenue growth, and gain a competitive edge. The surge in e-commerce and the growing use of smartphones and other mobile devices are also contributing to the market's expansion. The market is expected to be driven by the increasing need for seamless integration across various channels, including online, offline, mobile, and social media, to provide a consistent and personalized customer experience. The retail and financial institutions segments are expected to dominate the omnichannel solutions market during the forecast period. The increasing adoption of omnichannel strategies in the retail sector to enhance customer engagement and drive sales is driving the growth of the retail segment. Similarly, the growing need for personalized and convenient banking services is fueling the adoption of omnichannel solutions in financial institutions. North America is expected to hold the largest market share during the forecast period, followed by Europe and Asia Pacific. The presence of a large number of established and emerging vendors, coupled with the high adoption rate of omnichannel solutions in these regions, is contributing to the market's growth.

As of 2019, roughly half of consumers in the United States had experienced order online, pickup in-store services from mass merchandisers. Just under ** percent of U.S. consumers experienced the same service from grocery stores.

Omnichannel services in grocery stores
In 2020, more than half of grocery retailers in the United States offered mobile shopping app services for their stores, making it the most common omnichannel service in grocery stores that year. Third-party vendor home delivery and drive-up collection site services were also commonly provided. Just under ** percent of grocery stores did not offer any type of omnichannel service for consumers to make use of.

Omnichannel capabilities in the United Kingdom Retailers in the United Kingdom offer omnichannel capabilities and digital in-store experience to customers. Boots, Lego, and Tesco were ranked the highest in terms of their capabilities. When it came to key aspects of omnichannel, retailers in the United Kingdom were prioritizing personalization of the individual consumers' experience, investment in back-end and front-end technologies.