Published on 7/18/2025 by Alexandra SCHERRER
Introduction: why omnichannel has become a standard
In a context where customer journeys are fragmented between web, mobile, email, social networks, points of sale and CRM, the multi-channel approach is no longer enough.
Brands must adopt an omnichannel strategy, that is to say a unified and fluid vision of the user experience across all touch points.
This approach aims to break down silos between channels, streamline messages and personalize interactions according to customer preferences and behaviors.
But implementing an effective omnichannel strategy cannot be improvised. This requires a strategic vision, adapted tools, clear KPIs and rigorous monitoring.
The concrete benefits of a well-orchestrated omnichannel strategy
A well-deployed omnichannel strategy allows for :
- Improve customer engagement through consistent and contextualized interactions
- Increase the conversion rate by accompanying users at each stage of the tunnel
- Strengthen loyalty, because the perceived experience is fluid and personalized
- Centralize the data for better marketing exploitation
- Optimize acquisition and retention costs
It also allows to precisely control actions thanks to key performance indicators (KPI) adapted to each channel and each objective (traffic, clicks, baskets, repurchase...).
From implementation to continuous optimization: the key steps
The success of an omnichannel strategy relies on a rigorous methodology :
- Audit of existing channels and user journeys
- Definition of personas, segments and marketing objectives
- Multichannel marketing targeting and content strategy
- Implementation of automated scenarios and unified tracking
- Definition of KPIs and deployment of analysis tools
- Performance monitoring and continuous adjustments based on the data collected
This management requires both a marketing vision and technological expertise (CRM, DMP, marketing automation platform...).
UNIVIRTUAL : an expert support for your omnichannel strategy
At UNIVIRTUAL, we support companies in the implementation and monitoring of their omnichannel strategy, with a personalized, data-driven approach.
Our support includes :
- An initial strategic audit of your channels and tools
- The implementation of customer journeys and your key messages
- The configuration of relevant marketing KPIs
- Integration with your existing tools (CRM, ERP, e-commerce platforms...)
- The monthly monitoring of performance and optimization plans
Our goal : help you generate measurable impact, aligning your teams, messages and data.
Conclusion : towards a smarter and more profitable customer relationship
Omnichannel strategy is not a luxury, but a necessity for brands that want to stay competitive.
It allows aligning marketing, sales, and customer service in a logic of fluid, continuous, and measurable experience.
With UNIVIRTUAL, you benefit from expert support to transform your channels into sustainable performance levers. Discover our implementation and monitoring offer for Omnichannel Strategy
