Based on European market research, this report presents a maturity model for omnichannel communication, moving from single-channel to multichannel, cross-channel, and fully omnichannel operations. It analyzes how organizations integrate channels, data, and processes to achieve a unified customer view. The study highlights sector and regional differences, showing retail and finance as leaders in omnichannel adoption. Key accelerators include data sharing, personalization, and automation. The report concludes that omnichannel maturity enables higher CX quality, better personalization, and improved business outcomes, but requires cultural and technological transformation.

Join for free to read