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Differences and Similarities - Multichannel vs Omnichannel

Omni and multi-channel, two separate ways for businesses to approach interaction with customers.   

The key difference is how the customer experience is joined up across multiple physical and digital channels.

The Multichannel approach is designed to unify sales and marketing processes.It’s not necessarily about aligning all the different channels; it’s simply making them available. You’re providing customers with many opportunities to engage.

Omnichannel, on the other hand, takes the “multichannel” approach one step further. Both digital and physical channels are merged to create a single, cohesive, and seamless "brand experience".

As far as CX is concerned, without a solid understanding of omni and multi-channel concepts, business leaders are setting themselves up for disappointment.

Multichannel vs Omnichannel Infografic


If you are unsure of how to implement one of those approaches to your business, contact us using the form below. We will be happy to get in touch and share the experience we’ve gained through our current clients. 

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