Omni-channel experience is a multi-channel approach to marketing, selling, and serving customers in a way that creates an integrated and cohesive customer experience no matter how or where a customer reaches out.

 

At its core, omni-channel is defined as a multi-channel sales approach that provides the customer with an integrated customer experience. 

 

In a multi-channel environment, the user has access to a variety of communication options that aren’t necessarily synchronized or connected. 

However, during an omni-channel experience, there aren’t only multiple channels, but the channels are connected so you can move between them seamlessly.