The Ultimate Guide to Omnichannel
A curated Canadian edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Omnichannel.
What to know about Omnichannel
Omnichannel refers to a seamless approach to customer engagement that integrates multiple channels—such as online, in-store, mobile, and social media—to provide a unified and consistent experience. This strategy has become critical as retailers and businesses strive to meet evolving consumer demands for convenience, personalization, and agility across all touchpoints.
Exploring our collection of recent stories on omnichannel reveals how various companies are enhancing order management, customer data platforms, AI-driven customer service, and identity security to refine omnichannel capabilities. Readers can discover how innovations in technology, from RFID to AI chatbots, and partnerships between retailers and tech providers, support the transformative power of omnichannel experiences.
By following developments in omnichannel, readers gain insights into optimizing supply chains, improving contact center operations, and personalizing marketing efforts, all aimed at fostering customer loyalty and operational efficiency. Our coverage also highlights challenges and emerging trends—such as integrating offline and online shopping, leveraging first-party data, and the rising importance of AI—that shape the future of omnichannel retail and customer engagement worldwide.
Canadian Omnichannel News
Regional stories with direct local relevance
TuneIn extends reach via Bragi headphone partnership
More than 20 million headphone users will gain access to live radio, sports and podcasts as TuneIn expands onto Bragi's platform.
ServiceNow study flags empathy gap in customer service
Only 10% of customers rate service as great, as fragmented systems and poor empathy are driving churn and frustration.
AI spend surges but marketers struggle to generate value
Marketers pour money into AI, yet most still blast generic spam as fragmented data blocks the real conversations customers now expect.
Canadian shoppers demand value, personalisation & trust
Cost-conscious Canadians now demand sharper prices, personalised tech and rock-solid data security before choosing where to shop.
Analyst Insights
Research and market analysis connected to Omnichannel
Netcore Unbxd named Gartner Leader for search discovery
Parloa tops USD $50 million ARR after Series D boost
Proximus Global rises to Gartner CPaaS leaders group
Kore.ai launches Artemis AI platform on Microsoft Azure
Infobip study finds CX investment gap in global brands
Expert Columns
Amperity's CMO reveals how continuous decisioning fuels loyalty innovation
Navigating data challenges in China's E-commerce market
5 mobile-first strategies to ensure contact data quality
Retailers brace for AI search and complex deal discovery
Four predictions for brand success with visual media in 2026
Interviews
Interviews and video coverage from the network
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Recent Omnichannel News
Google Cloud expands Gemini enterprise agent controls
Businesses can now run and monitor AI agents for up to seven days as Google Cloud adds tighter identity and governance controls.
Eltropy to showcase AI focus at autumn credit union events
Credit unions face rising pressure to modernise service and cut manual work, with AI now moving into lending, collections and contact centres.
Avery Dennison & Eventshop launch digital fan experiences
Fans will be able to unlock content and offers from jerseys, trainers and workwear by tapping NFC labels or scanning QR codes.
Amex GBT launches Claude AI connector for bookings
Business travellers can now book policy-compliant flights and hotels inside Claude, as Amex GBT pushes AI agents from search to transactions.
Boody adopts NetSuite to streamline global operations
The retailer says the new platform cut manual checks and held up through Black Friday, easing strain as sales surged across five markets.
Cloudinary developer community tops four million users
Rising pressure on web teams is fuelling demand for media infrastructure as Cloudinary's developer community climbs to four million users.
Therabody unifies global operations on Oracle NetSuite
The wellness brand has cut technology costs by 45% after replacing disconnected systems with a single cloud platform across finance and supply chain.
Eightfold launches Candidate Agent for hiring chats
Recruiters could cut candidate drop-off as Eightfold's new tool folds job search, scheduling and FAQs into one conversation.
KredosAi raises USD $7 million in Series A led by BMW
Rising delinquencies are pushing enterprises to adopt AI collections tools, as BMW i Ventures backs KredosAi's USD $7 million Series A.
8x8 named MetriStar top provider for CPaaS & CCaaS
Recognition follows a market shift towards integrated customer communications platforms as 8x8 scores above average on business success and sentiment.
Amazon Web Services launches no-code AI customer designer
Business teams can now build AI-led service journeys without engineering support, as AWS previews a no-code designer for Amazon Connect Customer.
SAP study finds AI agents shape Gen Z buying decisions
Nearly half of Gen Z shoppers now use AI agents to help choose products, forcing brands to rethink how they reach buyers in peak trading periods.
Synthflow AI & Avant strike exclusive voice AI deal
The tie-up could speed customer service automation for regulated sectors, with first joint deals already closed and roll-outs due in weeks.
8x8 launches AI Routing for broader customer service
Customer queries can now be directed to experts beyond the contact centre, as 8x8's new tool uses data to match issues in real time.
Zoom adds AI tools to Virtual Agent for customer service
Customer service teams can now build and monitor AI agents more easily, with Zoom adding testing, quality controls and outcome-based pricing.
Intuit adds B2B support to QuickBooks Shopify Connector
Wholesale merchants can now cut manual reconciliation as Shopify B2B orders land in QuickBooks as invoices with payment sync.
Kentico adds AI award in Site of the Year 2026 reset
Digital experience projects using agentic AI will now compete for recognition as Kentico reshapes its Site of the Year awards into six sectors.
Zendesk contact centre voice passes 100 contact centers customers
High call volumes and stalled omnichannel upgrades are driving firms to Zendesk's AI voice tools, which secured 100 sales opportunities in a year.
Cegid launches retail one for speciality store chains
Retail staff could spend less time juggling logins as Cegid brings sales, stock and customer tools into one interface.