The Ultimate Guide to Omnichannel
A curated Irish 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.
Irish Omnichannel News
Regional stories with direct local relevance
Ireland's invisible infrastructure: Why wholesale holds the key to food resilience
Stronger wholesale networks could help shield Irish consumers and SMEs from supply shocks as tighter margins and disruption bite across the food chain.
ServiceNow warns of Ireland's 284 million-hour service gap
Irish consumers are losing 284 million hours a year to poor service, as weak systems and low empathy leave firms at risk of defections.
Analyst Insights
Research and market analysis connected to Omnichannel
Genesys unveils AI tools to orchestrate customer journeys
Infios named a leader in IDC MarketScape assessments
SMEs push notebook prices 26% above retail across Europe
Netcore Unbxd named Gartner Leader for search discovery
Parloa tops USD $50 million ARR after Series D boost
Expert Columns
Why AI fails without a strong data foundation and how to get it right
Amperity's CMO reveals how continuous decisioning fuels loyalty innovation
Ireland's invisible infrastructure: Why wholesale holds the key to food resilience
Navigating data challenges in China's E-commerce market
5 mobile-first strategies to ensure contact data quality
Interviews
Interviews and video coverage from the network
Recent Omnichannel News
Quiq launches Voice Assist for live customer calls
The new tool could cut handling time by letting agents send messages and complete tasks during live calls without leaving one conversation record.
Infobip WhatsApp assistant cuts Overseas Express queries
Routine parcel-status checks are shifting to WhatsApp, easing pressure on support teams as Overseas Express cuts enquiries by more than 60%.
Zitcha launches Snapchat integration with Officeworks
The deal lets retailers target younger shoppers on Snapchat and tie ad spend to sales, as Officeworks tests offsite retail media.
TCS named digital partner for European T20 Premier League
The agreement will help the new franchise competition build fan apps, ticketing and data tools from launch across Ireland, Scotland and the Netherlands.
Ui Ai launches Amica digital employee for customer service
Businesses facing staffing pressures may use Ui Ai's Amica to handle customer queries, orders and leads around the clock.
Max Factory doubles customers with Vonage messaging
Printed flyers lost ground as the retailer reached more shoppers and cut campaign errors after switching to targeted messaging across WhatsApp, RCS and SMS.
Max Factory doubles customer base with Vonage messaging
Paper flyers gave way to targeted WhatsApp, RCS and SMS campaigns, helping the Italian retailer lift its active customer base by 100% in a year.
Tech Mahindra unveils TechM Ting sonic brand identity
The new audio mark is set to run across offices, apps and customer touchpoints as Tech Mahindra standardises its global brand image.
Radisson launches ChatGPT hotel app with Accenture
Travellers can now search more than 1,000 Radisson hotels in ChatGPT, as the group moves to defend direct bookings from online intermediaries.
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.
NiCE & Sopra Steria roll out AI service centre tool
About 800 agents are already using AI guidance as Sopra Steria looks to meet a 90% call-answer target within 20 seconds.
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.
Trustpilot deepens Shopify tie-up on customer reviews
Shopify merchants will be able to surface independent feedback more easily as Trustpilot's app upgrade makes reviews part of the buying journey.