The Omnichannel Playbook

Today's customers move seamlessly across digital and physical touchpoints, yet the organizations serving them remain structured in silos.

Customer experiences are disconnected, inconsistent, and out of step with expectations.
Teams lack visibility into the full end-to-end journey and where friction occurs.
Platforms do not communicate, and customer data remains siloed.
Personalization is often based on assumptions instead of data.

Our Advice

Critical Insight

Omnichannel isn't dead; it's just hard to get right. Most strategies fail not because of vision, but because of execution gaps. The real value lies in fixing the specific breakdowns that cause friction, disconnect data, and weaken personalization. This playbook focuses on practical steps to close those gaps fast and deliver seamless, measurable CX improvements.

Impact and Result

Create a clear omnichannel roadmap strategy that connects teams, platforms, and data to deliver a consistent, customer-first experience.
Prioritize and fix high-friction pain points fast using a repeatable, scalable strategy.
Drive measurable gains in engagement, retention, and revenue in 90 days or less.

The Omnichannel Playbook Research & Tools

1. The Omnichannel Playbook – Identify and fix high-impact gaps in your omnichannel journey with a practical, scalable strategy.

This hands-on playbook helps you move from strategy to execution with a three-step approach: Surface friction, prioritize fixes, and scale improvements. Use it to align teams, connect systems, and improve the omnichannel customer experience in 90 days or less.

2. The Omnichannel Strategy Playbook Template – Build an actionable omnichannel execution plan using this strategy template.

This template walks your team through setting clear goals, mapping the customer journey, identifying friction, and selecting the most valuable fixes to implement first. It enables fast rollout and alignment across departments while creating a foundation for long-term omnichannel success.

Build an omnichannel strategy that fixes CX friction fast and delivers cross-channel consistency.

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Need Extra Help?
Speak With An Analyst

Get the help you need in this 3-phase advisory process. You'll receive 8 touchpoints with our researchers, all included in your membership.

Guided Implementation 1: Define scope and purpose

Call 1: Align on the scope and objectives.
Call 2: Brainstorm use cases.
Call 3: Prioritize the top one to three use cases.

Guided Implementation 2: Map omnichannel CX

Call 1: Map the omnichannel end-to-end CX journey (optional to do this in omnichannel strategy room).
Call 2: Identify high-impact gaps impacting the CX (done in omnichannel strategy room, if possible).
Call 3: Identify fixes (done in strategy room, if possible).

Guided Implementation 3: Execute and scale

Call 1: Pilot one high-impact fix and measure outcome.
Call 2: Review lessons learned from the pilot and plan to expand the omnichannel strategy to the next high-priority fix.