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, 35 percent stated they felt they were successfully achieving omnichannel personalization. A year earlier, the share stood at 24 percent.

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 69 percent of the respondents in South Korea and Taiwan using this channel as of November 2023.

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

As of 2019, roughly half of consumers in the United States had experienced order online, pickup in-store services from mass merchandisers. Just under 20 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 20 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.

The source estimated that omnichannel retail media advertising spending in the United States, which includes a retailer's ecommerce digital properties (websites and apps), on-premise signage (in-store and imiadetely adjacent exterior), as well as the retailer's media network (RMN) or demand-side platform (DSP), would increase by 26 percent in 2024, to reach roughly 55 billion U.S. dollars. The growth rate is expected to remain at over 20 percent in the entire presented period.

As of 2017, 67 percent of retailer and brand respondents stated that having an omnichannel strategy was either critical or important to their company.

Data for the article "Omnichannel as a consumer-based marketing strategy". Authors: Isadora Gasparin and Luiz Antônio Slongo (Escola de Administração, Universidade Federal do Rio Grande do Sul, Brazil) Files: 1 - LiteratureReviewProcedures.pdf: Literature review procedures and steps to reproduce them. 2 - DataSet_N50_Scopus.csv: Data exported from the Scopus database. 3 - AnalysisTable_N29.xlsx: Detailed analysis of each article from the final data set.

Shoppers and retailers in the United Kingdom engage in various omnichannel activities. For instance, 45 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.

This statistic represents the penetration rate of omni-channel shopping in France 2019, by age group. Thus, 82 percent of the younger generations viewed products online and bought them in store, and this was done much more by the Gen Z and millenials than the Baby boomers and Silent generation.

Omni-channel shopping is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they're shopping online from a desktop or mobile device, by telephone, or in-store.

Retailers have been quick and efficient in adapting to the transformative impact of technology on the retail trade, be it in last mile operations, sales channels or customer experience (CX). In Europe, multinational retailers from Germany, France, and the Netherlands were at the forefront of providing shoppers with top level retail experience based on their omnichannel performance. According to a benchmark report issued by Google, the Dutch outdoors sports retailer Bever ranked as the leading European omnichannel retailer, having fulfilled 67 percent of omnichannel CX criteria.

The quest for frictionless retail
Omnichannel retail combines in-store and online retail in the most seamless way possible. Retailers that aim to provide a frictionless shopping journeys utilize multichannel sales strategies across all possible devices and platforms. Today, most European countries where e-commerce retail flourishes also score well as omnichannel retailers. As displayed in the statistic, French, German, Swedish and UK retailers are in a fierce competition to deliver the best omnichannel experience.

Retail technology investments

Still, retail companies have a long way to go when it comes to frictionless retail at full capacity, as the leading omnichannel retailers only scored between 62 and 69 percent. A survey carried out with retail executives in the UK and France in 2018 revealed that investing in more retail technology that also focuses on omnichannel was certainly on the retailers’ mind. Around one-third of retail businesses invested in improving or introducing their own mobile apps, for example. The same study also showed mobile payments were on the agenda of retailers that wanted to deliver an exceptional customer experience.

The Omnichannel Retail Commerce Platform Market is projected to grow at 14.4% CAGR, reaching $12.88 Billion by 2029. Where is the industry heading next? Get the sample report now!

As of 2020, only 30 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 8.1 points when compared to a tradition in-store purchase due to additional costs of fulfillment.

The most common omnichannel behavior of shoppers in retail stores in Poland in 2023 was viewing or checking out a product in a store to buy it online later.

The Omnichannel Call Center Solutions market is experiencing significant growth as businesses increasingly recognize the importance of providing seamless customer service across multiple communication channels. By integrating various modes of interaction-such as phone calls, emails, live chats, social media, and mor

This statistic presents a ranking of retail chains offering the best omnichannel customer experience in France in 2018. According to the customer's point of view, the company Kiabi had respected all good principles and experience criteria, reaching the top of the ranking with about 70 percent.

The growth of the Customer Intelligence Platform Market, fueled by the increasing demand for data-driven customer insights and personalized experiences, saw it surpass USD 2.25 Billion in 2023. Projections indicate a remarkable rise to USD 11.53 Billion by 2031, with a robust CAGR of 25% from 2024 to 2031. This surge is propelled by several key factors driving the adoption of customer intelligence platforms across various industries.

The proliferation of digital channels and the exponential growth of customer data have created an urgent need for businesses to harness this information effectively. Customer intelligence platforms offer sophisticated analytical capabilities, enabling organizations to gain a comprehensive understanding of customer behaviors, preferences, and journeys. By leveraging these insights, companies can deliver highly personalized experiences, enhance customer engagement, and drive customer loyalty, thereby increasing revenue and market share.

Customer Intelligence Platform Market: Definition/Overview

A Customer Intelligence Platform is a comprehensive software solution that empowers businesses to gather, analyze, and leverage customer data from multiple sources to gain a deep understanding of their customers’ behaviors, preferences, and journeys. It serves as a centralized repository for customer information, enabling organizations to consolidate data from various touchpoints, such as website interactions, social media engagements, purchase histories, and customer support interactions.

At its core, a Customer Intelligence Platform utilizes advanced analytics, machine learning algorithms, and data visualization tools to transform raw customer data into actionable insights. These insights provide businesses with a holistic view of their customers, allowing them to anticipate needs, identify pain points, and tailor products, services, and marketing efforts accordingly.

Customer Intelligence Platforms are vast, as they continue to evolve with the integration of emerging technologies such as natural language processing, conversational AI, and advanced machine learning models. These platforms will play a crucial role in enabling businesses to stay ahead of the curve, anticipate customer needs, and deliver exceptional customer experiences in an increasingly competitive and customer-centric market.

The Omnichannel Commerce Platform and Software market has emerged as a vital component in the retail and e-commerce landscape, bridging the gap between different shopping channels and providing a seamless experience for consumers. This comprehensive platform integrates various touchpoints, including online, in-store

The Omni-channel Retail Solutions Market size was valued at USD 6.46 billion in 2023 and is projected to reach USD 15.77 billion by 2032, exhibiting a CAGR of 13.6 % during the forecasts period. This growth is primarily driven by the increasing adoption of omnichannel strategies by retailers to enhance customer experience, streamline operations, and optimize inventory management. Governmental initiatives aimed at improving e-commerce infrastructure, rising consumer demand for personalized shopping experiences, and technological advancements in areas such as AI, cloud computing, and big data analytics are further propelling market growth. Major players in the market include NCR Corporation, Diebold Nixdorf AG, Infosys Ltd., and Oracle Corporation. Omni-channel retail solutions involves the use of several outlet of selling products including online selling, physical stores and mobile selling. These solutions allow customers to search, buy and make returns across channels and help to increase customer satisfaction. If data analysis is employed in a business, the latter is able to establish more individual approaches and predict customers’ needs. This enables finished goods’ availability in many channels to help avoid stock outs and effectively manage operation. Omni-Channel strategies entail delivering similar messages and services, thus enabling consumers to associate with a business. Social media, blogs and websites, mobile purchasing and apps – today’s consumer is targeted with information from every angle.

As of 2017, eight percent of retailer and brand respondents stated that their company had mastered omnichannel. For the majority of respondents (55 percent), omnichannel was a work in progress within their companies.

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