Today’s customers regularly switch between channels and devices when interacting with a brand. They might click on an email on their phone, switch to their laptop to do more research, and go to the store to make a purchase—and expect to do so seamlessly. The catch is that most businesses struggle to consolidate data from these different interactions, which can lead to a fragmented (and often impersonalized) customer experience. 

While customer experience is a key differentiator for brands today, a poor experience can undermine customer loyalty. For 45 percent of consumers today, all it takes is one impersonalized experience to discredit a brand. That’s why businesses currently face a challenging dilemma. How to deliver real-time personalization while continuing to add more channels to the customer journey? 

The solution? An omnichannel strategy. 

We partnered with Twilio and Segment to launch The Ultimate Guide to Omnichannel. This guide examines what it takes to collect and leverage customer data across all channels to deliver thoughtful, personalized experiences in real time.

The guide includes: 

  • The key differences between multichannel and omnichannel
  • A step-by-step guide on how to implement a scalable omnichannel strategy 
  • Examples of how to use omnichannel experiences to delight customers
  • And more!

Get your copy of the guide now and start building more seamless customer experiences.

Dipping your toes into omnichannel

Many companies aren’t sure how to get started with an omnichannel communication strategy and shy away from it. Luckily, once you get started, it’s not as complicated as it seems—especially when you have the right technology in place. 

Instead of going from 0 to 100 with omnichannel, we recommend starting small and scaling to meet your business needs and use cases. For growing companies, we recommend beginning with one channel, like email. Aside from being one of the most reliable ways to reach your customers, emails can help you identify key customer behaviors, segment your audiences to deliver more targeted content, and send timely personalized offers

Once you collect a wealth of customer information and optimize your email strategy, you can consider adding other channels to enhance your customer experience. Luckily with Twilio, it’s easy to incrementally add on SMS, video, chat, and voice to build the ultimate integrated omnichannel experience. 

Want to learn how? Download The Ultimate Guide to Omnichannel and learn how the right technology can help you go from multichannel mediocrity to omnichannel success. 



Lyssa Test is a Strategic Content Marketer at Twilio Sendgrid, helping create insightful guides and long-form content for email and SMS senders. When she's not working, Lyssa loves to try new restaurants, bike around NYC, and spend time with her two-year-old bernedoodle.