The Modern Shopper is Omnichannel by Default

Nearly everyone shops across multiple touchpoints. Only a small minority shop exclusively online or only in physical stores. The vast majority bounce between a retailer’s website, app, and social channels. More than a third of U.S. shoppers use “buy online, pick up in store” services, and most plan to continue doing so.

Shoppers now use about 6 touchpoints on average before making a purchase, up from about 2 a decade ago. They often start with search engines, online, or physical locations, then pivot across channels as they research. Even inside brick‑and‑mortar stores, most use their smartphones to compare prices or read reviews.

In other words, omnichannel isn’t something shoppers opt into — it’s how they already behave.

The Business Case for Connected Experiences

Seamless omnichannel CX isn’t just about meeting expectations; it delivers tangible business results:

• Retention: Companies with strong omnichannel engagement retain 9 out of 10 customers, compared with only one-third for weaker strategies.
• Lifetime value: Customers who purchase both online and in-store are worth roughly one-third more over their lifetime than single-channel shoppers.
• Revenue: Effective omnichannel programs drive annual revenue growth three times higher than organizations with less cohesive strategies.
• Marketing efficiency: Campaigns leveraging three or more channels achieve order rates five times higher than single-channel campaigns.
• Cost savings: Connected channels significantly reduce the cost per customer contact year after year.

The takeaway: Investing in omnichannel CX isn’t just “nice to have” — it’s central to scaling revenue and loyalty simultaneously.

Common Stumbling Blocks

Despite the clear upside, many retailers still struggle to deliver cohesive experiences. Key hurdles include:

Fragmented Data

Customer data is often scattered across e‑commerce platforms, point‑of‑sale systems, CRM databases and marketing tools. Without a single view of the customer, brands can’t see the full journey and are forced to rely on guesswork. This leads to generic marketing and frustrating repeat questions when customers move between channels.

Irrelevant Recommendations

Many retailers fail to deliver relevant product suggestions. Personalization requires unified data and AI-driven insights. Shoppers notice when recommendations miss the mark — it can feel like the brand doesn’t know them at all.

Siloed Teams

Sales and support teams often operate in isolation, using different tools and metrics. This siloed structure creates inconsistent messaging and disjointed service. A customer who chats with support shouldn’t have to start over when they call a service center or walk into a store.

Building a Consistent Journey: Key Strategies

1. Centralize customer data.

Invest in platforms that integrate online and offline systems. A unified data layer ensures that every team has access to the same customer history, preferences, and purchase behavior.

2. Leverage AI for personalization.

Predictive analytics can turn raw data into timely, relevant product recommendations. Machine‑learning models analyze browsing patterns and past purchases to anticipate what each shopper might need next, boosting conversion rates without feeling invasive.

3. Empower omnichannel support.

Train frontline staff to treat every interaction as part of a continuous conversation. Equip teams with tools showing a customer’s full history across chat, email, phone, and in-store visits. Reducing repetition builds trust and speeds resolution.

4. Measure end‑to‑end experiences.

Go beyond sales metrics. Track repeat purchase rates, channel crossover, time to resolution, and customer satisfaction across all touchpoints. Use these insights to identify friction points and optimize continuously.

Why Act Now?

Competition for loyalty has never been fiercer. Most consumers are more likely to stay loyal to brands that personalize experiences, and many will stop buying if brands fail to do so. The longer you wait to unify channels, the greater the risk that customers will drift toward brands that make them feel known and valued.

cxperts helps leading retail brands integrate systems, implement AI‑powered personalization and scale support across digital and physical touchpoints. If you’re ready to turn customer experience into your growth engine, let’s talk.

Why Support is the Differentiator

• Over 70% of telecom customers say reliability matters more than speed.
• 68% are willing to pay more for better customer service.

When every provider claims strong networks, customer experience (CX) is the differentiator.

The Double Challenge: Lower Costs, Higher Expectations

Telecom leaders face pressure to serve growing demand while reducing operating costs. Traditionally, that trade-off meant longer queues, slower responses, and higher churn. But with AI-powered CX and flexible global support models, the old trade-offs no longer apply.

What Forward-Looking Telecoms Are Achieving

In as little as 90 days, providers are reporting:

• 20–30% reduction in support costs via smarter channel mix and AI-assisted workflows
• Response times cut by nearly half, creating faster resolutions and stronger satisfaction
• 24/7 multilingual support across phone, chat, and digital channels
• Scalable staffing models that flex during outages, launches, or seasonal spikes

Why This Matters

Support is no longer a cost center; it’s a loyalty engine. With the right CX strategy, telecoms can reduce churn, protect margins, and even turn customer service into a premium advantage.

In 2025 and beyond, winning telecoms won’t just deliver reliable networks—they’ll deliver reliable experiences. Those who elevate support with AI, multilingual coverage, and scalable staffing will cut costs and keep customers.

Want to see what these numbers could look like for your team? Let’s connect.