Browsing: Omnichannel

Every week, I speak with business leaders across EMEA who have invested heavily in AI and CRM – and are still watching their customers sit on hold, repeat themselves across channels, and walk away frustrated. Our latest research puts a number on it – UK customers alone spend 445 million hours a year navigating broken…

For years, omnichannel growth was defined by expansion. Brands entered new retailers, built e-commerce capabilities, tested social commerce, and adapted to emerging fulfilment models. The objective was clear: be present wherever shoppers want to buy. However, that era is giving way to a more demanding one.