Rivalry2

HTML Diff

4 added 4 removed

Original 2026-01-01

Modified 2026-03-06

1 Delivering seamless, personalized experiences across every channel was once a daunting challenge for brands, but today, customers expect nothing less. From mobile apps and websites to messaging apps and in-store interactions, brands must overcome hurdles like data silos and outdated marketing technology to create effective omnichannel marketing strategies.

2 - In this guide, you’ll discover whatomnichannel marketingtruly means, how it differs from multichannel approaches, and practical steps to implement a successful strategy, includingdata unification, segmentation, behavior analysis, and more.

2 + In this guide, you’ll discover what<a>omnichannel marketing</a>truly means, how it differs from multichannel approaches, and practical steps to implement a successful strategy, includingdata unification, segmentation, behavior analysis, and more.

3 <a>Visit our website</a>or<a>schedule a demo with our team</a>to learn how Insider One can benefit your business as well.

4 <h2>What is omnichannel marketing?</h2>

5 Omnichannel marketing is the process of bringing all marketing channels and customer touchpoints - e.g., your website, mobile app, emails, messaging channels, online ads, chatbots, and so on - together by connecting them to a central platform.

6 When done well, the benefits of omnichannel marketing include:

7 <ul><li>Consistentuser experiencesacross alltouchpoints.In an ideal omnichannel scenario, customers get timely, relevant, and personalized messaging, content, and product recommendations during all their interactions with a brand.</li>

8 <li>Increasedconversionrates, revenue, and retention.When you tailor the entire experience to people’s needs, you’re much more likely to convince them to buy your products and form long-term, profitable customer relationships.</li>

9 <li>Optimizedmarketing effortsand budget.Using one central platform for your marketing needs helps reduce the overall number of tools in your stack. This can drastically reduce the complexity of your marketing operations and lead to cost savings.</li>

10 </ul><h2>Omnichannel vs. multichannel marketing: Key differences</h2>

11 The term multichannel marketing is sometimes used interchangeably with omnichannel marketing. However, they’re quite different.

12 A standardmultichannel approachfocuses solely on reaching customers on differenttouchpoints.

13 Every single channel works in isolation, and data about the customer journey isn’t being shared in real-time across the marketing stack. As a result, the brand’s messaging and product recommendations aren’t consistent which creates a disjointed customer experience and results in lower engagement.

14 The omnichannel approach aims to fix these issues. As we said, the whole omnichannel marketing process is built around connecting all marketing channels into a central platform. The goal of this is togain an understanding of the entire customer journey and use that to deliver a consistent experience across all touchpoints(not just reaching customers on various channels).

15 For example, in a multichannel approach, a brand might offer the same products to the same customers across their website, emails, and messaging channels, even if they’ve shown no interest in the item or the category.

16 - In contrast, an omnichannel marketing strategy would take into consideration what customers do at each touchpoint. This would affect how the rest of the journey develops enabling the brand to change its approach in real-time.

16 + In contrast, an<a>omnichannel marketing strategy</a>would take into consideration what customers do at each touchpoint. This would affect how the rest of the journey develops enabling the brand to change its approach in real-time.

17 <h2>Real-world examples of omnichannel marketing</h2>

18 In this section, we’ll look at three companies that successfully implemented omnichannel marketing strategies and tactics. They all used Insider One’s broad channel access, personalization tools, and automation capabilities to do so, resulting in improvements to conversions, revenue, and other key metrics.

19 Note:If you’re interested, click here for<a>our detailed article on omnichannel marketing examples</a>.

20 <h3>Example 1: Fashion brand increasing CLTV by 25%</h3>

21 NA-KD is a fashion brand founded in 2015 that now boasts a presence in over 50 markets.

22 While the brand was growing incredibly fast, they faced a challenge - their disconnected tech stack (made up of point solutions and in-house technology) couldn’t keep up with the increasing amounts of customer data and new marketing channels they were exploring.

23 They turned to Insider One with the aim ofconsolidating their data and drastically improving theiromnichannel approach.

24 The first part required using<a>Insider One’s enterprise customer data platform (CDP)</a>- a solution built specifically to aggregate customer data and give brands a 360-degree view of all customers. These profiles gave NA-KD a deep understanding of their customers with insights into:

25 <ul><li>Purchase histories.</li>

26 <li>Attribute and discount affinity.</li>

27 <li>Customer lifetime value (CLTV).</li>

28 <li>Last browsed and abandoned products.</li>

29 <li>Likelihood to purchase or engage on a specific channel.</li>

30 </ul>Once their data was unified, they were ready to transform their omnichannel marketing approach. Using Insider One’s<a>customer journey builder</a>and personalization tools, NA-KD startedbuilding and automating individualized omnichannel marketing campaignsacross their:

31 <ul><li>Email and SMS communications.</li>

32 <li>Website and mobile app.</li>

33 <li>Push notifications.</li>

34 - </ul>NA-KD was able to achievea 25% increase in CLTV and a 72x ROI in 12 monthsusing this new approach to omnichannel marketing. You can find<a>their complete success s</a><a>t</a><a>ory on our website</a>.

34 + </ul>NA-KD was able to achievea 25% increase in CLTV and a 72x ROI in 12 monthsusing this new approach to omnichannel marketing.

35 <h3>Example 2: Telco company boosts conversions by 159%</h3>

36 Vodafone is the largest mobile and fixed network operator in Europe. They operate in 21 countries, with over 300 million mobile customers, 30 million broadband customers, and 20 million TV customers.

37 The brand’s marketing team was looking for ways to test new channels and enhance their omnichannel efforts as a whole. They also wanted to increase Average Revenue Per User (ARPU), customer retention and loyalty, and conversions.

38 They choose to work with Insider One due to our solution’s ability to reachcustomers acrossdifferent channels- in this case, web push notifications, email, on-site, and Facebook - with consistent and timely communications.

39 The key here was Insider One’s advanced segmentation. Vodafone was able to use120+ ready-made segmentation attributesto<a>target the right customers</a>with their efforts.

40 This helped the brand achievea 64% increase in lead generation and a 52% boost inconversionrates in three months.

41 Another key goal for Vodafone was reducing cart abandonment. They believed that many cart abandoners would only require a small nudge to complete their purchase.

42 Using Insider One’s web push notification,Vodafone launched a campaign targeted at cart abandoners.The campaign displayed a reminder message to them while they were browsing the site, which created a sense of urgency and demand for their carts.

43 Here’s what the Group Head of Digital Marketing and eCommerce at Vodafone said about the results:

44 <blockquote>“Last quarter, on-site cart reminders increasedconversionrates by 159% and the platform as a whole delivered more than 6X ROI.”

45 </blockquote>You can find<a>Vodafone’s complete success story on our website</a>.

46 <h3>Example 3: Retail company achieves a 356x ROI </h3>

47 Founded in 1958, Matahari is one of Indonesia’s largest and most recognized retail companies. They teamed up with Insider One to solve a very common omnichannel challenge - bridging the gap between their digital channels and the in-person customer experience at their physical stores.

48 Although the brand had a website and was sending out high volumes of emails, they were generic and not personalized. Plus, Matahari customers have a unique Membership ID they can use in-store and online, but the company wasn’t using this data to power its email campaigns.

49 To solve this challenge, our team suggested they use our<a>eCommerce CDP</a>tounify their customer data and get a clear view of the customer journey.This enabled Marahari to implement precise segmentation and personalization strategies based on Membership ID data, which alone improved email open rates from 5-10% to 30% -a328% increase.

50 Next, the brand’s team also used Insider One to overhaul their mobile app engagement strategy. By using visually appealing, timely, and personalized mobile app push notifications, Matahari achieved much higher customer engagement and retention, leading toa 356x increase in revenue from theirmobile app.

51 Finally, Matahari also used Insider One’s<a>journey orchestration tool</a>(Architect) tointroduce automated workflows for new members of their Membership program. The tool also seamlessly integrated with their communication channels, including the brand’s mobile app, Web Push, and API, to send automated payment notifications.

52 These AI-powered journeys enabled Matahari’s team to optimize customer interactions,maximizing the team’s efficiency and reducing a lot of the manual effort involved in campaign creation.

53 Here’s what a Senior Marketing Manager at Matahari said about working with Insider One:

54 <blockquote>“By leveraging Insider One’s Architect, we were able to streamline and automate criticalcustomer journeys. The automation of first transactions, new member emails, and payment notifications has significantly improved our operational efficiency andcustomer experience. With the implementation of engagement segmentations and A/B testing, we achieved impressive revenue growth and enhancedcustomer engagement.”

55 </blockquote>You can find<a>the complete Matahari case study on our website</a>.

56 <h2>How to build and implement an effective omnichannel marketing strategy in 2026</h2>

57 While there’s no one-size-fits-all approach to implementing an omnichannel marketing strategy, there are three steps that lay the foundation for success for most brands:

58 <ol><li>Getting a clear view of customers’ journeys, including purchase histories, website interactions, engagement on email and messaging channels and more.</li>

59 <li>Analyzingcustomer datato uncover practical insights into what customers are interested in, where and how often they want to be contacted, what they buy, and more.</li>

60 <li>Segmenting audiences,based on traits, behaviors, and characteristics like devices, locations, shopping behaviors, mobile app usage, and likelihood to purchase or engage on a channel.</li>

61 - </ol>With that foundation, omnichannel marketing becomes much easier. However, that’s still only half of the battle, as you also need to use your data, segments, and insights to create personalized omnichannel experiences.

61 + </ol>With that foundation, omnichannel marketing becomes much easier. However, that’s still only half of the battle, as you also need to use your data, segments, and insights to create personalized<a>omnichannel experiences</a>.

62 In the sections below, we’ll look at the whole process - from unifying and analyzing your data to using it to build successful omnichannel campaigns.

63 <h3>#1 Reliable customer data</h3>

64 It’s no coincidence that two of the examples of successful omnichannel marketing we showed earlier (NA-KD and Matahari) started with<a>customer data integration</a>.

65 Without clean, reliable, and easily accessible customer data,marketerscan’t get a clear picture of thebuyer’s journeysor make informed decisionswhen building and optimizing omnichannel campaigns.

66 This is where<a>CDPs</a>are so valuable - they let you aggregate data from multiple sources into a single convenient database. They also come with built-in segmentation and analytics capabilities, so you can uncover insights and find the right audiences for each campaign.

67 For example, Insider One’s CDP can aggregate data from CRMs, CMSs, APIs, social media tools, analytics tools, customer service software, automation platforms, and other online and offline channels. This allows our platform to create detailed,<a>360-degree profiles of all your customers</a>that contain key insights like:

68 <ul><li>The customer’s name, demographics, and contact info.</li>

69 <li>Predictive characteristics, like likelihood to purchase or engage.</li>

70 <li>Behavioral data, like interactions with your website or messaging channels.</li>

71 <li>Last purchased, visited, and abandoned products.</li>

72 <li>And other key characteristics and metrics.</li>

73 </ul>These profiles contain everything your brand needs to create<a>personalized customer experiences</a>and omnichannel campaigns.Insider One’s CDP also comes at no additional cost, so you don’t have to pay extra to consolidate your data and get a clear view of your customers’ journeys.

74 Finally, our<a>Integration Hub</a>offers native integrations for all sorts of tools, platforms, and solutions. This means you can set up Insider One’s CDP to share data in real-time with:

75 <ul><li>eCommerce platforms, like Shopify, VTEX, and Akinon.</li>

76 <li>CRMs like Salesforce, HubSpot CRM, or Microsoft Dynamics CRM. </li>

77 <li><a>Marketing automation tools</a>, like Adobe Marketo, Keap, and Oracle Eloqua.</li>

78 <li><a>Email marketing platforms</a>like Mailchimp, SendGrid, and Campaign Monitor.</li>

79 <li>Data warehouses and storage systems, like BigQuery and Amazon S3. </li>

80 <li>Ad networks, like Google, Facebook, and TikTok ads.</li>

81 <li>And many other SaaS tools.</li>

82 </ul><h3>#2 Segmentation and analytics</h3>

83 As we said earlier, Insider One helps you home in on the right audiences for your campaigns with 120+ segmentation attributes, including traits, behaviors, and preferences. The attributes are spread across three different audience types:

84 <ul><li>Standard,which include characteristics like locations, demographics, devices, operating systems, and more. </li>

85 <li>Predefined,like leads, cart and browser abandoners, mobile app users, customers who’ve interacted with your brand on a specific channel, and more.</li>

86 <li>Predictive,which are created by our AI algorithms, like customers with a discount affinity, with a high likelihood of buying or engaging on a specific channel, and more. You can check out<a>our guide to predictive marketing</a>for a deep dive into the importance and impact of predictive segmentation.</li>

87 </ul>Insider One also gives you full control over your segments,enabling you to export and target them via online ads on Google, Facebook, and TikTok. For example,<a>U.S Polo Assn. used Insider One’s predictive segmentation</a>to only target users with the highest purchase intent with their Google Ads, resulting a:

88 <ul><li>311% increase in conversion rates.</li>

89 <li>153.03% increase in return on ad spend (ROAS).</li>

90 <li> 58% decrease in customer acquisition costs (CAC).</li>

91 </ul>Besides segmentation, you also have a plethora of<a>behavioral analytics</a>capabilities at your disposal. These enable you togranularly analyze how audiences engage with your brand and make customer-centric decisionsfor your omnichannel campaigns.

92 For example, here are some behavioral analytics tools you can use:

93 <ul><li>Funnels:You can build event-based funnels based on your goals, whether that’s purchases, survey completions, email signups, event bookings, and more. The funnels will show you how users progress through each step toward the goal and more importantly - where they drop off.</li>

94 </ul><ul><li>Purchase behavior analytics:This type of analysis is essential for eCommerce brands looking to understand which their top-performing products and categories are (and why). You can also find details about time to purchase and other useful insights that can help you drive more revenue with your omnichannel efforts.</li>

95 </ul><ul><li>Messagefrequency analysis:When communicating with customers across channels, it’s essential to not overload them to the point where they become annoyed by your brand. With this feature, you can analyze how different types of customers - VIPs, loyal, inactive, and so on - interact with your messaging across every single channel to determine the optimal strategy for engaging them.</li>

96 </ul><ul><li>Channel reachability analytics:Similar to the previous tool, this one analyzes how different segments engage on specific channels. This helps inform your omnichannel strategy, as you can avoid spending time and resources on touchpoints customers don’t bother with.</li>

97 </ul><h3>#3 Data activation and automation across channels</h3>

98 Data activation is the process of using your unified customer data to create personalized experiences that drive revenue, retention, and customer loyalty. In the context of omnichannel marketing, this involves:

99 <ul><li>Reaching customers at different touchpoints.</li>

100 <li>Personalizing your communications across those touchpoints.</li>

101 <li>Ensuring all your efforts are coordinated and cohesive to create a seamless experience.</li>

102 </ul>Again, a truly<a>unified marketing platform</a>like Insider One can help you in all of these regards. For example, you can use Insider One’s broad channel access to reach customers and personalize their experiences across your:

103 <ul><li>Website and mobile app.You can personalize everything from banners, categories, pop-ups, site search results, and even Instagram-like stories. This can help you drastically improve conversion rates and maximize the budget you’re spending to get people to your site.<a>Adidas used Insider One’s web personalization suite</a>to generatea 259% increase in average order value (AOV) from new customers in one month and a 13% increase in homepage conversions.</li>

104 </ul><ul><li>Emails.Insider One lets you implement both simple and complex email personalization tactics - from adding a customer’s name, birthday, and cart items to an email to extending your AI-powered product recommendations to your emails. You can use<a>AMP emails</a>to create interactive experiences that enable customers to mix and match products, answer surveys, make reservations, and much more.</li>

105 </ul><ul><li><a>Push notifications</a>.As we showed earlier, push notifications are incredibly useful in a variety of scenarios, like bringing back cart or browser abandoners and engaging customers with relevant offers while they’re browsing your site. That’s why Insider One supports a wide range of web and mobile app push notification types - including recurring ones, price and in-stock alerts, carousels, sliders, and more.</li>

106 </ul><ul><li>Messaging channels.SMS, Facebook Messenger,<a>WhatsApp</a>, and other messaging channels can be extremely effective for a variety of goals. For example, with Insider One, you can use these channels to send personalized product suggestions, purchase confirmations, and event reminders. You can also have two-way conversations and create end-to-end shopping experiences inside WhatsApp.</li>

107 </ul>Besides reaching customers on these channels, our platform also lets youbuild and automate consistent omnichannel journeys with Architect- a versatile customer journey builder and marketing automation solution.

108 All three companies we looked at earlier used Architect to achieve their omnichannel objectives. As a versatile solution, it enables you to build all sorts of flows and campaigns including:

109 <ul><li>Simple email flows that welcome new users and guide them to their first purchase.<a>Remix used this strategy</a>to increase first purchases by 104% compared to the previous quarter.</li>

110 <li>Upsell and cross-sell campaigns across email and messaging channels.</li>

111 <li>Complex omnichannel journeys for different customer lifecycle stages.</li>

112 <li>And much more.</li>

113 </ul>Architect’s AI-powered features also take a lot of work off your plate when it comes to building successful campaigns. For example, it canautomatically choose the right times and channels to contact each customer.

114 If you’re interested, we explore more of Architect’s capabilities and additional omnichannel strategies in our guides to:

115 <ul><li><a>Omnichannel marketing automation</a>.</li>

116 <li><a>eCommerce marketing automation</a>.</li>

117 <li><a>Lifecycle marketing</a>.</li>

118 </ul><h2>Create personalized, high-converting omnichannel experiences with Insider One</h2>

119 Insider One is an ideal<a>omnichannel customer engagement platform</a>for mid-sized and enterprise brands looking to create, automate, and personalize their omnichannel marketing campaigns.

120 As an<a>enterprise marketing platform</a>, Insider One can:

121 <ul><li>Aggregate your customer data from all online and offline sources into a central database.</li>

122 <li>Create detailed<a>360-degree profiles</a>of your customers and reveal their behaviors, interests, and preferred touchpoints.</li>

123 <li>Enable you to analyze your target audiences and their behaviors when it comes to completing key goals, interacting on various channels, buying certain products, and more.</li>

124 <li>Segment your customer base and predict future behaviors, like how much they’re projected to spend and how likely they are to buy or engage with your brand on a specific channel.</li>

125 <li>Create consistent brand experiences across all channels and at scale, so you can improve key metrics like conversions, revenue, and customer retention. </li>

126 <li>Use the full power of AI and machine learning to automate tasks around omnichannel campaign creation and management, such as choosing the right channels and moments to engage customers, generating copy and images, and more.</li>

127 </ul><a>Schedule a demo with our team</a>to learn how Insider One can benefit your business specifically.

128