About
Omnichannel is talked about more than it is mastered. Our new playbook offers a comprehensive guide to creating seamless omnichannel customer experiences. By combining aspiration with tangible tools and canvases, we help you level up your omnichannel retail.
What's in the playbook
Five Reaktor experts explore omnichannel from data, technology, business, and design perspectives. We outline best practices, processes, and tactics to help you achieve your omnichannel goals.
Omnichannel experiences remain rare in 2024
Saara Lehmuskoski discusses why retailers still opt for multichannel or single-channel approaches despite consumer demand and the long-standing discussion around omnichannel experiences.
Overcoming multichannel challenges to build omnichannel capabilities
Lasse Koskela explores the inherent limitations of traditional multichannel systems and offers insights into how retailers can navigate these challenges to successfully implement omnichannel capabilities.
How your operating model makes or breaks your customer experience
Jule Jenckel discusses how your company’s structure directly influences your customer’s journey. She shows how seamless omnichannel experiences require aligning technology, operations, and strategy across all touchpoints.
Three ways to leverage data for superior omnichannel experiences
Santeri Kallio explores how omnichannel retailers can enhance customer experiences and loyalty through data-driven solutions like real-time analytics, post-purchase relationship management, and generative AI.
A game of omnichannel chess
Harri Vainio discusses why the complexity of modern omnichannel customer behavior renders traditional, linear customer journeys obsolete. He proposes a new approach likened to a chessboard strategy, where retailers must offer flexible, superior touchpoints and adapt to chaotic customer behaviors to succeed.
Omnichannel strategy exercise
At the very end of this playbook, you'll find a set of tools and canvases designed to help you plot your retail position, define channels and prioritize omnichannel features. These tools help you move from ideas to reality.
WHITE PAPER
Omnichannel Playbook
Level up your omnichannel game in 2025
Unlock the seamless omnichannel customer experiences.
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