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AI-Driven Omnichannel: The Strategy Shaping the Future of Retail in 2026
According to research from Omnisend, campaigns that use three or more channels achieve a purchase rate approximately 287% higher than single-channel campaigns. Omnichannel customers also have an average lifetime value around 30% greater than customers who shop through only one channel. In today’s highly competitive landscape, adopting AI in omnichannel retail is no longer a “nice-to-have” but a “must-have”.
This article explores how AI-driven omnichannel strategies are revolutionizing the retail landscape, offering businesses new ways to leverage technology for long-term, sustainable growth
Personalization and Customer Insights
AI enables retailers to deliver personalized experiences by leveraging customer data from multiple sources. With machine learning (ML) algorithms, businesses can analyze browsing behavior, purchase history, and even social media interactions to build a comprehensive customer profile. This profile is then used to power product recommendations, services, and content tailored to each individual. Key AI applications in personalization and customer intelligence include:
Personalized Product Recommendations
AI-driven recommendation engines analyze data across all channels to suggest the most relevant products to each customer, thereby increasing conversion rates. For instance, when a shopper searches for a product on a mobile app, AI algorithms can recommend related items based on their purchase history and browsing behavior across platforms. Around 80% of consumers are willing to buy more from brands that offer a personalized experience.
Dynamic Content and Offers
With AI, retailers can trigger timely promotions for the right customer segments. If a shopper views a product on the website but leaves without purchasing, AI can automatically send a personalized discount code via email or mobile push notification to encourage them to return and complete the order. This approach boosts engagement and significantly reduces cart abandonment.
Behavioral Customer Segmentation
AI supports behavioral segmentation, allowing retailers to cluster customers based on how they shop and interact with the brand. Frequent shoppers can be rewarded with VIP privileges, while low-frequency customers can be targeted with limited-time offers designed to re-engage them and increase purchase frequency.
Chatbots and Virtual Assistants
AI-powered chatbots deliver personalized support by accessing customer profiles, order history, and browsing activity. Operating 24/7, chatbots can handle FAQs, assist with product discovery, and even cross-sell or upsell complementary items to increase average order value. A survey from PwC indicates that roughly 87% of consumers believe AI has improved their shopping experience, and 73% are willing to use AI chatbots for customer service during their purchase journey.
Inventory Optimization with AI in Omnichannel Commerce
Inventory management in a traditional omnichannel environment is complex and often leads to stockouts or overstock. AI-powered inventory management systems streamline this process, enabling retailers to maintain optimal stock levels across all channels.
Demand Forecasting
AI can forecast future demand by analyzing historical sales data, current trends, and external factors such as seasonality. With more accurate demand forecasting, retailers can avoid both out-of-stock situations and excess inventory, reducing markdowns and storage costs. Studies show that AI-driven demand forecasting can reduce forecast error by up to 30%.
Automated Replenishment
Leveraging predictive analytics, AI can automate replenishment orders so that best-selling products are always available while minimizing the risk of dead stock. AI can also detect regional demand differences, allowing businesses to fine-tune inventory levels at each store. This creates a more responsive supply chain and can reduce stockout events by up to 40%.
Omnichannel Inventory Visibility
AI provides real-time inventory visibility across all channels: online, in-store, and warehouse. Customers benefit from accurate stock information, while retailers can confidently implement services such as “Buy Online, Pick Up In-Store” (BOPIS) without operational friction. This level of visibility also supports more efficient inventory allocation, especially during peak demand periods.
Supply Chain Optimization
AI-driven supply chain analytics help retailers optimize logistics and distribution. Algorithms can determine the most efficient delivery routes, streamline warehouse operations, and predict potential disruptions. This is particularly critical for retailers offering same-day or next-day delivery, where AI can identify the fastest and most cost-effective path from fulfillment centers to customers.
Read more: What is eCommerce Integration? Foundation of eCommerce Automation
Elevating Customer Service in Omnichannel Retail
Customer service is a core component of the omnichannel experience, and AI is redefining how retailers engage with shoppers across touchpoints. From virtual assistants to AI-powered analytics, these tools ensure every interaction is more efficient and more relevant.
Predictive Customer Service
AI can anticipate support needs before customers submit a ticket. For example, if a customer repeatedly returns a specific product, AI can flag this pattern and alert the customer service team to proactively reach out. This level of predictive service helps reduce churn and strengthens brand loyalty.
24/7 Support
AI-powered chatbots and virtual assistants provide round-the-clock support across all channels, reducing waiting times and enhancing customer satisfaction. These virtual agents can handle routine inquiries, track orders, and assist with returns, freeing human agents to focus on complex, high-value interactions.
Customer Sentiment Analysis
AI-based sentiment analysis tools allow retailers to monitor customer satisfaction by analyzing feedback across social media, email, and support tickets. The technology can detect negative sentiment in real time, enabling teams to take immediate corrective action to protect the customer experience.
Voice and Visual Search
With AI, retailers can offer voice search, allowing customers to find products without typing, which is especially impactful on mobile. Visual search lets shoppers upload images to discover similar items, delivering a more intuitive and convenient product discovery experience aligned with modern consumer behavior.
Real-Time Pricing Strategies for Omnichannel Commerce
Dynamic pricing is another powerful AI use case, allowing retailers to adjust prices in real time based on demand, competition, and other market variables. This is particularly important for omnichannel retail, where price consistency and responsiveness are critical to customer trust.
Competitive Price Monitoring
AI algorithms can continuously monitor competitors’ prices and adjust a retailer’s prices accordingly, helping maintain competitiveness while protecting margins. This is essential in an environment where customers can compare prices across platforms within seconds.
Dynamic Pricing Models
By leveraging historical sales data, seasonal trends, and customer behavior, AI models can determine optimal price points to maximize both revenue and profit. For instance, AI can increase prices during peak demand periods or trigger markdowns for slow-moving inventory to accelerate sell-through.
Personalized Pricing
Personalized pricing focuses on offering individual discounts or loyalty incentives based on each customer’s shopping behavior. By analyzing purchase frequency, loyalty, and spending patterns, AI can generate tailored offers that drive engagement and increase customer lifetime value.
AI-Enhanced Omnichannel Marketing Campaigns
AI-generated insights empower retailers to design and execute more precise marketing campaigns, ensuring they reach the right customers at the right time. Multichannel data analysis makes marketing strategies more targeted and more efficient.
Omnichannel Marketing Campaigns
AI enables retailers to orchestrate integrated omnichannel marketing campaigns that reach customers via email, social media, mobile apps, and other digital touchpoints. This integration ensures consistent messaging, regardless of where customers interact with the brand.
Predictive Analytics for Campaign Optimization
Predictive analytics can identify which customer segments are most likely to respond to a given promotion, allowing marketers to optimize budget allocation. Campaigns can be adjusted in real time based on performance metrics, increasing ROI and engagement rates.
Customer Journey Mapping
With AI, retailers can build detailed customer journey maps to understand how each touchpoint influences purchase decisions. This data supports hyper-targeted marketing at every stage-from awareness and consideration to conversion-enabling businesses to design strategies aligned with customer needs at each step.
Challenges of Applying AI in Omnichannel Retail
While AI offers transformative advantages for Omnichannel retail, practical implementation remains fraught with strategic hurdles. To fully harness the potential of this technology, enterprises must identify and resolve four core challenges:
- Data Ethics and Security: Data privacy, cybersecurity, and algorithmic bias are paramount concerns. AI applications must ensure transparency, ethical integrity, and strict compliance with global legal regulations.
- Operational Adaptation: Transitioning from traditional models to AI integrated systems requires high agility in operational processes across all customer touchpoints.
- Resources and Governance: Maximizing AI’s utility demands structured investment in staff training, standardized data management systems, and continuous system maintenance.
- System Innovation: The most significant barrier lies in the seamless synchronization of data between legacy systems and modern platforms to create a centralized, consistent data architecture.
Faced with complex operational and data architecture challenges, businesses require a partner with proven technical expertise. With extensive experience in deploying complex eCommerce systems, SECOMM stands as a reliable partner, helping enterprises mitigate technical risks, optimize costs, and accelerate time-to-market.
Read more: Strategies for Applying AI in eCommerce to Enhance Operational Efficiency and Sales
Conclusion: Are You Ready for the Omnichannel AI Era?
AI is transforming omnichannel retail by enabling seamless integration across all customer touchpoints, from personalized recommendations to intelligent inventory management. As retailers continue to innovate, AI-driven omnichannel strategies will sit at the heart of superior shopping experiences, stronger brand loyalty, and sustainable profitability.
Are you ready for a new wave of retail transformation in 2026? With more than 10 years of experience delivering specialized eCommerce solutions for leading enterprises in Vietnam and overseas markets, SECOMM is ready to partner with you to build a secure, scalable, and high-performing omnichannel ecosystem.
Contact SECOMM today for tailored omnichannel consulting that aligns with your business model and long-term growth strategy.
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Understanding The Rise Of Omnichannel Commerce Trends
We are living in a world where the younger generation has taken the lead in setting ever-rising standards for digital experience. So, it’s important for businesses to quickly adapt to new trends for sustainable development to keep up with the shift.
Especially during a global pandemic, eCommerce has become one of the top priorities of every business owner. In order to thrive in a rapidly changing market and keep customers loyal, brick-and-mortar businesses have had to build an online presence and increase their eCommerce capabilities.
The term “Omnichannel Commerce” is defined as a “trend” that helps businesses achieve the aforementioned objectives and this trend is expected to continue to accelerate in the coming years.
1. What is Omnichannel Commerce?
Omnichannel Commerce is a multichannel approach that focuses on offering a seamless shopping experience by marketing and selling across all channels where potential customers are present including mobile devices, social networks, eCommerce websites, and brick-and-mortar stores.
2. The main differences between Single Channel, Multichannel, and Omnichannel
Single-channel Commerce
When a company sells its products or services only through one channel, that approach is known as single-channel commerce. It could be a physical store, an eCommerce website, or a marketplace like Shopee, Lazada, Tiki, etc.
Selling through a single channel could initially be quite successful, but if businesses desire to provide their customers with a richer shopping experience and increase brand awareness, they need to add multiple channels to showcase and sell their products or services.
Multichannel Commerce
When it comes to the Multichannel Commerce strategy, businesses will interact with customers and sell their products through both online and offline channels. This strategy makes use of touchpoints where customers can perform the same action at any available channel. These touchpoints, however, are independent and barely or not at all connected among channels. For example, a physical store with an eCommerce website has no inventory-sharing function.
Omnichannel Commerce
Similar to Multichannel Commerce, Omnichannel Commerce enables a company’s marketing and sales efforts to be spread across numerous channels. The main distinction is that Omnichannel Commerce prioritizes the customer, connects all touchpoints, and creates a unified buying experience. But, Multichannel Commerce aims to reach as many channels as possible, with unique content for each and customers will interact with brands through their preferred channels.
3. How does Omnichannel Commerce work?
An effective Omnichannel Commerce strategy includes effective operations of each sales channel that will be integrated in a seamless and consistent manner. Touchpoints should provide a unique but connected experience based on previous interactions. That experience takes customers to the end of the customer journey to get the business’s objectives.
Imagine a man who wanted to buy a new washing machine. After seeing an attractive TVC with the merchant’s information, he used his laptop to begin searching on the Internet. He discovered the merchant’s eCommerce website, and his desired product is offered at a local physical store. He decided to add that product to his shopping cart after chatting with the customer service team.
He downloaded the merchant’s app, signed into his account, and accessed his cart before heading to the store because he wanted to see and check that washing machine in person before making a purchase. He checked the app to ensure the item is still in stock, its quantity, the best payment method, and any associated special offers.
When he arrived, he checked the product’s quality and checked out with the QR Code. The transaction is finished. Under the CRM system, his information and data would be saved for upcoming marketing campaigns and post-sale efforts.
4. What are the benefits of Omnichannel Commerce?
Nowadays, consumers receive a ton of offers and messages from many brands day after day. This brings up many considerations when choosing a brand to engage with. Developing an Omnichannel strategy to connect with customers in a seamless manner across multiple channels will set a brand apart from the competition.
Omnichannel Commerce is a customer-centric model, connecting touchpoints and providing personalized experiences. This contributes to the company’s revenue increase as expected with cross-sell and up-sell opportunities.
Also, the branding strategy will be effective and successful, enhancing customer loyalty as well as the brand message will reach the right target audience thanks to the consistency of the Omnichannel Commerce model. It’s not only useful for increasing customer engagement but also for customer data evaluation.
Thus, businesses will have a bigger picture of the customer journey, the times and channels customers usually interact with, as well as the most effective and valuable marketing campaigns. All this data needs to be meticulously analyzed and reused in the next marketing campaigns.
5. 3 examples of Omnichannel Commerce in the real world
Nordstrom
Omnichannel Commerce has long been a strength for Nordstrom. They created the Pincode feature that allows customers to use their smartphone to scan and access Pinterest to get a $100 Nordstrom giveaway while in the store. The brand also showcases in the store Pinterest’s best-selling products as an interesting suggestion.
In addition to Pinterest, it uses Youtube to create video tutorials for matching outfits and suggests its customers go to the physical store to meet a professional. At the store, they will receive valuable advice that may lead to a purchase decision.
Recently, Nordstrom has leveraged Instagram’s shoppable posts to inspire shopping and encourage customers to make quick decisions.
Sephora
Sephora is one of the major brands in the beauty industry that is successful with Omnichannel Commerce. The company has established a strong connection between online and offline shopping experiences. Customers can access Sephora Beauty Bag’s personal account by using available tablets in its brick-and-mortar stores.
This account allows them to look up details of the items they are interested in and try them out using virtual reality. Additionally, Sephora’s benefits, like its in-store makeup tutorials and personalized gifts, have encouraged customers to make larger purchases.
Starbucks
The world-famous beverage brand – Starbucks has launched the Starbucks Rewards App which is considered the pinnacle of Omnichannel Commerce. After creating an account, Starbucks fans can find a list of local stores, order drinks, and pay in advance so they don’t have to wait in line.
The app also regularly makes personalized recommendations for each customer based on previous orders, loyalty programs, weather, holiday seasons, or local store inventory.
Keeping up with the ever-changing business world is not easy. In fact, many big brands in the world have implemented Omnichannel Commerce early and have achieved great success. Plus, many other businesses are tending to gradually shift from Single-channel or Multichannel to Omnichannel and recognize this model as a bridge connecting customer experience between online and offline channels in a seamless way.
With many years of experience in successfully implementing eCommerce for many customers in many countries, SECOMM understands the difficulties when doing an Omnichannel Commerce strategy.
Contact our expert now to get a free consultation.
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