Omnichannel Marketing in 2025: Strategy, Examples, and Best Practices

In 2025, the lines between physical and digital customer experiences are nearly gone. Shoppers move fluidly between mobile apps, websites, social media, and stores, expecting every interaction to feel connected, personal, and seamless. That’s an omnichannel approach in eCommerce.

This article serves as your practical guide to developing an omnichannel strategy that meets the high expectations of modern consumers. You’ll learn how to unify your messaging, integrate your tools, and optimize customer journeys across every channel—from retail and healthcare to B2B commerce.

What Is Omnichannel Marketing?

Omnichannel marketing is a strategy that delivers a seamless and integrated customer experience across all communication and sales channels—whether online, in-store, on mobile, or through social media. It ensures that, regardless of how or where a customer interacts with your brand, the experience feels consistent and connected.

Unlike traditional marketing methods that focus on individual channels in isolation, omnichannel marketing is about unifying every touchpoint. From email campaigns to website interactions, from in-app messages to live chat, each part of the journey is coordinated to reflect a single, coherent brand message. This level of coordination is only possible with a well-defined omnichannel marketing strategy that aligns messaging, data, and tools across the entire customer journey.

Key Takeaways

1. Omnichannel is About Integration, Not Just Presence. Being on multiple channels isn’t enough. Proper omnichannel marketing seamlessly connects data, messaging, and customer experience across all touchpoints—real-time.

2. Unified Data = Personalized Experience. Centralized customer data enables smarter segmentation, predictive personalization, and a consistent journey tailored to each customer’s preferences—whether they shop in-store, online, or via mobile.

3. The Future Is Phygital, AI-Driven, and Unified. In 2025, leading brands are merging physical and digital experiences, leveraging AI to anticipate customer needs, and adopting unified commerce platforms to stay competitive.

Omnichannel vs. Multichannel: What’s the Real Difference?

Although often used interchangeably, omnichannel and multichannel are distinct concepts.

• Multichannel marketing involves communicating through various digital channels (e.g., social media, email, and physical stores), but these channels often operate independently.
• Omnichannel marketing integrates all channels to work together, sharing data and customer context to create a seamless journey.

Think of multichannel as offering many roads that don’t connect. Omnichannel ensures all roads lead to the same destination, and you can jump between them without losing your place.

Why Omnichannel Marketing Matters in 2025

According to recent studies, over 70% of consumers now use multiple channels before making a purchase decision. Businesses that fail to meet these expectations risk losing both trust and revenue. That’s why more brands are investing in advanced omnichannel marketing strategies to stay competitive and meet customer expectations in real time.

Omnichannel marketing enables brands to:

• Build stronger customer relationships
• Improve retention and customer lifetime value
• Collect richer insights across platforms
• Deliver a consistent brand experience that builds loyalty

As digital commerce continues to fragment—with emerging channels like voice, AR, and AI assistants—omnichannel becomes a must.

Get more details about the omnichannel marketing strategy from: 

• Omnichannel eCommerce Explained. Part I: Advantages, Challenges, and Insights
• Omnichannel eCommerce Explained. Part II: Crafting Omnichannel Strategy
• Omnichannel eCommerce Explained. Part III: Building an Omnichannel Fulfillment Strategy for Growing Businesses

Key Components of an Effective Omnichannel Marketing Strategy

To build a successful omnichannel digital marketing strategy, you need more than just a presence on multiple platforms. What matters is delivering a seamless omnichannel customer experience where interactions feel natural and unified. It requires deep coordination across teams, tools, and touchpoints. Here are the three foundational components:

1. Unified Brand Messaging Across Platforms

Your brand voice, values, and visuals should remain consistent across every channel. Whether a customer is reading your newsletter, scrolling through your Instagram, chatting with support or browsing on mobile devices, your identity should be immediately recognizable. Inconsistencies create confusion and erode trust. A unified message reinforces brand credibility and helps customers feel confident, regardless of where they interact with you.

AMRI’s successful unification of seven legacy companies into a single, cohesive brand demonstrates the power of a strategically crafted, consistent brand message and a consistent brand tone across all platforms. By focusing on a core value proposition—“Exact science. Complex science. Expert solutions”—and applying it uniformly in internal communications, marketing collateral, trade shows, social media, and email campaigns, the company not only clarified its comprehensive service offerings but also strengthened employee engagement as brand advocates. 

Following the rebranding and integrated marketing campaign led by SCORR Marketing, AMRI experienced a 100% increase in paid search traffic and a 50% increase in referral traffic within the first week after launch. Social media-driven website traffic grew by 176% from Q1 to Q2, while email marketing efforts boosted website visits by 342% in Q2 alone.

2. Integrated Customer Data and Systems

An omnichannel experience is impossible without centralized data. Your CRM, eCommerce platform, marketing automation tools, and customer service software must work together. 

Get more insights about automating tasks across different channels from: eCommerce Automation Techniques to Use in 2025

Platforms like CS-Cart are capable of integrating eCommerce, marketing, and vendor management features seamlessly, making it easier for growing businesses to centralize customer and order data without the need for complex third-party setups.

Integration ensures that every customer interaction—whether it’s an abandoned cart, a helpdesk ticket, or a social media comment—is logged and can inform future interactions. This enables personalization at scale, preventing customers from having to repeat themselves. For example, AI email personalization uses this unified data to craft highly relevant messages that reflect recent actions, preferences, or past purchases.

Learn about new ways to scale your business from: Headless Commerce: How to Scale Your Business to a Whole New Level

3. Cross-Channel Analytics and Tracking

You can’t optimize what you can’t measure. Effective omnichannel marketing relies on robust analytics that track customer behavior across platforms. With a clear view of what’s working (and what’s not), you can allocate budget more efficiently, identify drop-off points in the journey, and refine messaging for better engagement. Look for digital tools that consolidate data from web, mobile, email, and offline channels into a single view.

The CS-Cart Salesforce Connector is a mature, widely used extension that acts as a bidirectional bridge between CS-Cart and Salesforce CRM/Marketing Cloud. It synchronizes products, categories, customers, and orders in real time, enabling seamless data flow for enhanced inventory management, order processing, customer segmentation, and lead generation directly from CS-Cart to Salesforce. This integration supports both B2B and B2C scenarios, improves data integrity, and enables powerful cross-channel analytics and customer journey tracking by leveraging Salesforce’s robust marketing and analytics tools. Additionally, the connector supports multistore functionality, synchronization of incomplete orders, and real-time updates, making it suitable for enterprises seeking unified cross-platform insights and automation.

Learn more about omnichannel marketing strategy aligned with customer journeys from: Omnichannel Orchestra: Harmonizing Your Store Across the Customer Journey

Mapping the Omnichannel Customer Journey

Omnichannel marketing is about the journey you guide your customers through. Here’s how it unfolds:

1. Awareness: How Customers Discover Your Brand

First impressions matter. Potential customers may discover you through a Google ad, Instagram reel, YouTube video, or word of mouth. Your job is to be visible where they already spend time—and ensure the experience feels cohesive. This is where unified messaging and design begin to build recognition.

2. Consideration: Moving Across Touchpoints

Customers don’t buy immediately. They bounce between your website, read reviews, open emails, compare on marketplaces, and check your social media. A strong omnichannel strategy ensures these touchpoints are connected: saved carts appear on mobile, customer service chats reference previous interactions, and personalized offers follow users from one platform to the next.

3. Purchase: Enabling Conversions Anywhere

The “buy” button should be wherever the customer wants it. Whether it’s on your website, inside a mobile app, via a chatbot, or even through a QR code in a physical store, make it as frictionless as possible. Payment methods, checkout UX, and delivery options should adapt to the channel without losing functionality or trust.

CS-Cart supports multiple storefronts, mobile apps, and built-in payment gateways, enabling businesses to provide frictionless checkout across all channels.

4. Loyalty: Retention Across All Channels

Omnichannel marketing doesn’t stop after the sale. Post-purchase experiences are critical for long-term value. Email follow-ups, loyalty programs, app notifications, and retargeting ads should all work together to keep the customer engaged. The goal: to turn a one-time buyer into a repeat advocate and strengthen long-term customer loyalty. A customer-centric approach fosters trust after the sale, thereby increasing lifetime value and promoting brand advocacy.

How to Create an Omnichannel Marketing Plan

Building an omnichannel strategy doesn’t require a complete overhaul overnight, but it does require a methodical approach. Here’s a five-step plan to get started:

Step 1: Research Audience Behavior

Before you choose channels or tools, understand your audience. How do they discover products? Where do they engage most? What frustrates them? Utilize surveys, heatmaps, session recordings, and customer interviews to create detailed buyer personas and track their digital behaviors. These insights form the foundation of a strong omnichannel approach that meets users where they are.

Step 2: Gather and Analyze Data

Data is the foundation of omnichannel marketing. Connect all customer touchpoints—website visits, in-app behavior, email engagement, POS data, and support tickets—into a central system like a CDP (Customer Data Platform) or CRM. Look for patterns that reveal how people interact with your brand across channels.

Step 3: Segment Customers and Personalize

Once you understand behavior, segment your customers by lifecycle stage, purchase intent, or engagement level. Then tailor your messaging accordingly to engage customers more effectively and increase conversions. For example, new users get onboarding emails, returning customers see loyalty offers, and dormant users receive win-back campaigns.

Step 4: Align Teams and Tools

Omnichannel can’t succeed in silos. Marketing, sales, support, and product teams need to share goals, data, and tools. Select platforms that integrate seamlessly with one another, and clearly define ownership of each touchpoint. Alignment across teams and systems ensures consistent messaging and improves campaign performance across channels. Everyone should be working from the same source of truth.

Step 5: Launch, Test, and Iterate

Successful marketing campaigns often emerge from iterative testing and cross-channel coordination that ensures consistent messaging. Start small—choose a few high-impact channels and workflows to connect first. Launch targeted campaigns and track performance. Set up A/B testing, feedback loops, and analytics to determine what works and continually enhance the experience across all channels.

How Omnichannel Works Across Industries

Omnichannel implementation varies by industry, but the goal remains the same: create a consistent, seamless customer experience across all touchpoints.

Omnichannel in Retail

Retail is where omnichannel shines the most. A great example is the BOPIS model—Buy Online, Pick Up In Store. Customers browse and purchase through a website or app, then collect their items from a nearby brick and mortar store. Add curbside pickup, real-time inventory syncing, and post-purchase SMS updates, and you’ve got a frictionless omnichannel retail journey.

Omnichannel in Healthcare

Patients now expect digital convenience. An omnichannel healthcare strategy connects healthcare appointment scheduling via app or website, virtual consultations, email reminders, and in-person visits. Patient data syncs across platforms, so a follow-up email from a doctor reflects what was said during a video consultation or at the clinic.

Omnichannel in Banking

Modern banking bridges mobile apps, online portals, ATMs, and branch visits. A user might begin applying for a loan online, receive pre-approval via email, speak with an agent via chat, and finalize the process in person. All data and context travel with the customer across every interaction.

Omnichannel in B2B

In B2B, decision-makers interact with your brand through sales reps, webinars, email sequences, product demos, and live events. An omnichannel strategy ensures these experiences feel connected—sales teams and marketing work from the same CRM, communications are personalized based on stage, and post-sale onboarding is automated and consistent.

B2B marketplaces built on CS-Cart benefit from unified product catalogs, permission-based user roles, and communication tools that keep the entire buyer journey connected.

One notable brand for an international tabletop water filter manufacturer from Italy built on CS-Cart developed marketplace functionality integrated into a large ecosystem, supporting unified product data and seamless vendor collaboration.

Examples of Successful Omnichannel Campaigns

1. Sephora

Sephora has become a textbook example of omnichannel excellence. Their Beauty Insider loyalty program integrates seamlessly across web, app, and in-store experiences. A customer can browse online, use the app to try on makeup virtually, then walk into a store where staff can access their profile, preferences, and purchase history to offer personalized recommendations. This omnichannel campaign reinforces brand loyalty by linking user preferences across all platforms in real time.

2. Starbucks

Starbucks’ app seamlessly integrates loyalty, ordering, and payment features. Customers can check their balance, place orders ahead of time, and pick them up in-store—all while earning rewards points. The real power lies in its consistency and personalization: the app knows your order history and favorite location, and sends timely push offers to encourage visits. Starbucks also benefits from omnichannel advertising by delivering consistent promotions across app notifications, email campaigns, and in-store signage.

3. CS-Cart-based beauty marketplace

This client created a multi-storefront beauty marketplace with regional and general storefronts, differentiated features for regular customers and professionals, and integrations including online booking, video learning platforms, and local payment services with autopayments and fund splitting. The project focused on intuitive user journeys, marketplace functionality tailored by user roles, and multivendor management, leveraging CS-Cart Multi-Vendor Ultimate edition’s multi-storefront capabilities. This architecture prompted the client to secure a development grant and create a distinctive digital ecosystem for the beauty industry.

You can find the full case details here: Simtech Development : Krasota Market – CS-Cart Marketplace

KPIs and Optimization in Omnichannel Marketing

To measure the success of your omnichannel strategy, track KPIs that reflect customer movement across channels, not just single-channel performance.

Key Metrics to Track:

Metric	Why Matters	Example
Customer Lifetime Value (CLV)	Measures the total revenue generated by a customer over their lifetime with the company, crucial for omnichannel retail.	Business Consulting: $385,000Healthcare: $328,600Insurance: $321,000HVAC: $47,200
Conversion Rate by Channel	Average conversion rates in eCommerce, indicating the effectiveness of sales channels.	Email Marketing: 5.3%Referral: 5.4%Organic Traffic: 2.1%Direct Traffic: 2.2%Paid Traffic (AdWords): 1.4%Social Media: 0.7% – 0.9%Omnichannel Retailers (curbside pickup): 3.9%
Cross-Device Attribution	Tracks user transitions between devices before purchase, aiding in retargeting and content optimization.	Helps allocate budgets accurately and reduces excessive advertising.
Net Promoter Score (NPS)	Measures customer satisfaction and loyalty across channels.	B2B: 37 to 69B2C: 16 to 80Retail Average: 41 (Upper Quartile: 72+)
Churn Rate and Retention Rate	Indicators of how well omnichannel strategies retain customers. High retention and low churn signify success.	Specific industry figures not provided; key indicators of engagement.
Time to First Response (Support)	The speed of the first response in customer service is critical for satisfaction and loyalty.	Average response times vary by industry, but generally, faster responses are more beneficial.

Omnichannel Marketing Mistakes (and How to Avoid Them)

Even with the right tools and intentions, many businesses stumble when executing an omnichannel strategy. Here’s what to watch out for:

1. Siloed Teams and Disconnected Data

Departments working in isolation lead to inconsistent messaging and lost opportunities for valuable insights. 

Solution: invest in shared data platforms and hold regular cross-functional syncs.

2. Inconsistent Messaging Across Channels

Conflicting tone, visuals, or offers on different platforms confuse customers. 

Solution: use a unified brand style guide and centralized content calendar.

3. Overreliance on Automation

Automated flows are helpful, but when overused or poorly personalized, they feel robotic. 

Solution: combine automation with manual touchpoints, especially for high-value users.

4. Ignoring Mobile-First Design

If your emails, websites, or checkout pages aren’t optimized for mobile, you’ll lose conversions quickly. 

Solution: design mobile-first, not mobile-friendly.

5. No Clear Attribution Model

Without knowing which channel influenced the sale, optimization is a matter of guesswork. 

Solution: use multitouch attribution models and UTM tracking.

6. Lack of Testing and Optimization

One-size-fits-all campaigns won’t work across channels or for every target audience segment. 

Solution: A/B test subject lines, CTAs, visuals, and frequency by channel and audience segment.

7. Failing to Listen to Customer Feedback

Ignoring reviews, support tickets, or social mentions means missing out on key improvement signals. 

Solution: set up listening tools (such as surveys, NPS, or social monitoring) and act on the insights regularly.

Trends in Omnichannel Marketing for 2025

Omnichannel marketing is evolving fast, and staying ahead means anticipating where technology and customer expectations are headed. Here are four key trends shaping the omnichannel eCommerce in 2025:

1. Rise of Phygital Experiences

The line between online and offline interactions is blurring, creating more immersive shopping experiences. Brands are combining in-store touchpoints with digital technologies like interactive kiosks, mobile app check-ins, AR product previews, or QR codes that unlock personalized offers.

SeeWhatHappens, an online store on CS-Cart, uses AI to visualize try-on and create the in-store purchase feeling.

Nike’s flagship stores let users scan products in-store to check stock and buy online, creating a fluid, immersive experience.

2. AI and Predictive Personalization

AI means more than automating workflows—it’s personalizing entire journeys. In 2025, brands collect data to predict user intent and proactively deliver relevant offers, messages, and content across channels before the user even requests them.

Email platforms like Brevo in the screenshot suggest optimal send times based on engagement history. 

Chatbots such as Rasa, for example, are capable of adapting tone of voice based on user behavior.

3. Voice Commerce and Smart Assistants

Alexa, Google Assistant, Siri, and other voice-driven commerce tools are no longer a novelty. Brands are optimizing for voice search, enabling purchases through smart devices.

Walmart has integrated voice-activated shopping lists and reordering.

4. Unified Commerce Platforms

Omnichannel success now depends on backend unification. Businesses are adopting unified commerce platforms that merge inventory, POS, CRM, and analytics into a single system. This eliminates data silos and empowers real-time personalization across touchpoints.
🔍 Trend: Gartner predicts that by 2026, 60% of large retailers will have adopted unified commerce solutions to improve CX and operational efficiency.

Platforms like CS-Cart already offer unified backend systems that include storefront, admin panel, vendor tools, and analytics, making it easier for businesses to adopt omnichannel without rebuilding their tech stack.

Conclusion: Building a Sustainable Omnichannel Marketing Strategy

Omnichannel marketing isn’t just about being everywhere—it’s about being cohesive and customer-first across every touchpoint. As technology advances and consumer habits shift, businesses that invest in truly integrated, data-driven experiences will gain a lasting competitive edge.

To succeed with omnichannel in 2025 and beyond, you need to:

• Understand and map the whole customer journey
• Integrate your tools and teams
• Personalize at every stage
• Measure what matters
• And most importantly, never stop listening to your customers

The future of marketing is not multi—it’s omni. Now is the best time to develop a strategy that grows with your audience and your business.

Suppose you’re looking for an eCommerce solution that supports omnichannel growth from day one. In that case, CS-Cart offers ready-to-use features for product management, mobile commerce, vendor control, and personalized experiences—all in a single platform.

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