Data-backed insights on unified customer journeys, retention rates, and the revenue impact of seamless cross-channel experiences

 

The difference between brands that thrive and those that struggle increasingly comes down to one capability: delivering consistent, connected experiences across every customer touchpoint. With shoppers now using an average of six channels during their buying journey, ecommerce brands that fail to unify these interactions risk losing customers to competitors who do. For DTC brands and subscription businesses seeking to optimize customer support across chat, email, SMS, and social media, mastering omnichannel engagement has become the foundation of sustainable growth.

 

Key Takeaways

• Retention gap is massive – Companies with strong omnichannel strategies retain 89% of customers versus just 33% for those with weak implementations
• Revenue grows faster – Omnichannel retailers report 179% faster revenue growth than single-channel competitors
• Market is exploding – The customer engagement solutions market is projected to grow from $29.39 billion in 2025 to $78.96 billion by 2034
• Customer expectations are clear – 90% of consumers want seamless interactions across channels, but only 29% of businesses deliver
• AI adoption is accelerating – Non-adoption of AI in omnichannel marketing dropped from 22.8% to just 4.6% in the past year
• Personalization drives results – Brands using first-party data for omnichannel personalization see a 40% boost in revenue

 

The Power of Unified Customer Journeys: Why Omnichannel Matters

1. The global customer engagement solutions market is projected at $29.39 billion in 2025

The customer engagement solutions market is projected to reach $29.39 billion in 2025 and is forecasted to hit $78.96 billion by 2034, accelerating at a CAGR of 11.63%. This explosive growth reflects the critical importance of unified customer experiences in modern commerce, making investment in omnichannel infrastructure essential for competitive positioning.

 

2. 73% of retail shoppers engage across multiple channels during their buying journey

Research shows 73% of retail shoppers use multiple channels when making purchases. This multi-touch behavior means brands must maintain consistency whether customers interact via chat, email, social media, or phone. Platforms like KODIF’s omnichannel automation enable unified AI systems that operate seamlessly across all support channels.

 

3. Omnichannel shoppers integrate an average of six touchpoints across their journey

Today’s consumers use an average of six touchpoints during their buying journey, compared to just two touchpoints fifteen years ago. This dramatic increase demands sophisticated systems that can maintain context and personalization across every interaction without requiring customers to repeat themselves.

 

4. 80% of consumers use multiple channels to complete a purchase

A full 80% of consumers use multiple channels to complete a single purchase. The path from discovery to checkout rarely follows a linear route, requiring brands to maintain seamless handoffs between channels. Disconnected experiences at any stage can derail the entire purchase.

 

5. 98% of Americans switch between devices in the same day

Device-switching behavior is nearly universal, with 98% of Americans moving between devices within a single day. For ecommerce brands, this means customer support must recognize returning customers regardless of whether they reach out via mobile app, desktop, or voice—a capability KODIF delivers through its ecommerce integrations.

 

Boosting Customer Satisfaction: Metrics & KODIF’s Impact

6. 90% of consumers want seamless interactions across all channels

Consumer expectations are clear: 90% want seamless interactions across all channels, yet only 29% of businesses deliver that experience. This 61-percentage-point gap represents both a competitive threat and an opportunity for brands willing to invest in unified customer engagement infrastructure.

 

7. 88% of shoppers are more likely to return to businesses offering connected experiences

Customer loyalty depends on experience quality, with 88% of shoppers more likely to return to brands offering connected omnichannel experiences. For subscription ecommerce brands, this retention advantage compounds over time through increased lifetime value.

 

8. 90% of customers expect consistent interactions across channels

The consistency bar is high: 90% of customers expect interactions to remain consistent regardless of which channel they use. Meeting this expectation requires unified customer data and AI systems that can access complete conversation history across touchpoints.

 

9. Personalizing omnichannel strategies leads to a 20% increase in customer satisfaction

Strategic personalization delivers measurable results, with omnichannel personalization driving a 20% increase in customer satisfaction. KODIF’s AI Analyst enables this through automatic topic detection and sentiment analysis that helps brands understand and respond to individual customer needs.

 

10. 61% of customers have not been able to easily switch channels when interacting with customer service

Despite rising expectations, 61% of customers report difficulty switching channels during service interactions. This friction point creates frustration and churn, making seamless channel transitions a key differentiator for brands that achieve it.

 

Reducing Customer Effort: The Role of AI in Seamless Interactions

11. 83% of customers are projected to research products online before visiting stores by 2025

The research phase is moving online, with 83% of customers projected to research products digitally before store visits by 2025. This behavior means pre-purchase support—product questions, availability inquiries, comparison assistance—must be readily available across digital channels.

 

12. 72% of shoppers use their smartphones in-store for comparing prices or reading reviews

Even during in-store visits, 72% of shoppers use smartphones for price comparisons and reviews. The physical-digital boundary has dissolved, requiring brands to support customers wherever they engage. KODIF’s AI chatbots and CX solutions streamline these touchpoints.

 

13. 71% of shoppers say smartphone research in-store is an important part of the experience

In-store mobile usage isn’t incidental—71% of shoppers consider it an important part of their shopping experience. Brands must provide mobile-optimized support experiences that assist customers during these critical decision-making moments.

 

14. Retailers implementing unified commerce see 18% lower cart abandonment rates

Unified commerce directly impacts conversion, with retailers implementing these strategies seeing 18% lower cart abandonment rates. Reducing friction across channels keeps customers engaged through to purchase completion, a key focus for KODIF’s policy-driven AI agents.

 

Key Performance Indicators (KPIs) for Omnichannel Success

15. Companies with strong omnichannel engagement retain 89% of customers versus 33% for weak implementations

The retention differential is stark: strong omnichannel companies retain 89% of customers while weak implementations retain just 33%. This 56-percentage-point gap translates directly to revenue and growth sustainability, making omnichannel mastery a business imperative.

 

16. Customer retention rates are 90% higher for omnichannel versus single channel

When measured as improvement percentage, omnichannel strategies deliver 90% higher retention rates compared to single-channel approaches. For subscription businesses, this retention advantage compounds month over month.

 

17. Strong omnichannel companies see 7.5% year-over-year decrease in cost per contact

Operational efficiency improves alongside customer experience, with strong omnichannel companies achieving 7.5% year-over-year decreases in cost per contact compared to just 0.2% for weak implementations. Good Eggs achieved 40% AHT reduction through KODIF’s AI Copilot implementation.

 

18. 77% of strong omnichannel companies store customer data across channels versus 48% for weak companies

Data integration separates leaders from laggards, with 77% of strong omnichannel companies maintaining unified customer data across channels versus just 48% for weaker performers. This data foundation enables the personalization that drives satisfaction and retention.

 

Improving Customer Retention Strategies with Omnichannel Insights

19. Omnichannel shoppers deliver a 30% higher lifetime value compared to single-channel shoppers

The LTV advantage is substantial: omnichannel shoppers deliver 30% higher lifetime value than single-channel customers. Investing in omnichannel capabilities pays returns throughout the customer relationship, not just at the initial conversion.

 

20. Existing customers spend 67% more than new customers

The economics favor retention, with existing customers spending 67% more than new customers. Combined with omnichannel’s retention advantages, this creates a compounding growth engine for brands that master cross-channel engagement.

 

21. Omnichannel shoppers are 1.7x more likely to make repeat purchases

Beyond spending more per transaction, omnichannel customers are 1.7x more likely to make repeat purchases. This increased purchase frequency multiplies the lifetime value advantages, making omnichannel investment highly ROI-positive.

 

22. 60% of consumers are more likely to make repeat purchases from brands offering personalized experiences across channels

Personalization and repetition are linked, with 60% of consumers more likely to return to brands delivering personalized omnichannel experiences. KODIF’s AI agents enable this personalization through deep integration with customer data platforms.

 

The ROI of Omnichannel: Quantifying Business Impact

23. Omnichannel retailers report 179% faster revenue growth than those without integrated strategies

The revenue impact is dramatic: omnichannel retailers achieve 179% faster revenue growth compared to those without integrated strategies. This growth differential makes omnichannel capability a competitive necessity, not a luxury.

 

24. Companies with strong omnichannel engagement see 9.5% year-over-year revenue increase versus 3.4% for weak implementations

Annual revenue growth shows the same pattern, with strong omnichannel companies achieving 9.5% year-over-year increases compared to 3.4% for weak implementations. This nearly 3x growth advantage compounds annually.

 

25. Retailers reaching consumers via 3+ channels generate 250% more engagement

Channel diversity drives engagement, with retailers using three or more channels generating 250% more engagement than single-channel competitors. More touchpoints mean more opportunities to convert and retain customers.

 

26. Marketing campaigns using three or more channels earned a 287% higher purchase rate

Multi-channel marketing campaigns achieve 287% higher purchase rates compared to single-channel efforts. This applies to customer support as well—brands that engage customers across multiple support channels see higher resolution rates and satisfaction scores. Dollar Shave Club achieved 6x growth in containment through KODIF’s omnichannel approach.

 

27. Brands leveraging first-party data for omnichannel personalization see a 40% boost in revenue

First-party data is the fuel for omnichannel success, driving a 40% revenue boost when leveraged for personalization. KODIF’s integrations with over 100 ecommerce tools enable brands to unify this data for consistent customer experiences.

 

Optimizing Support Channels: From Chat to Voice with AI

28. Email remains the #1 channel used (82.4%) and the one perceived as most effective (73.5%)

Among B2C marketers, email dominates with 82.4% usage and 73.5% effectiveness ratings. Email support automation through AI has become essential for managing this high-volume channel efficiently while maintaining quality.

 

29. WhatsApp’s usage as a marketing channel has more than doubled from 13.5% to 34.8%

Messaging channels are surging, with WhatsApp usage more than doubling in the past year. Brands must expand their support presence to meet customers on their preferred platforms, a capability KODIF delivers through its omnichannel automation.

 

30. B2C marketers use at least five channels on average to execute customer engagement campaigns

The channel mix is complex, with B2C marketers using at least five channels on average for engagement campaigns. Managing this complexity requires unified platforms that maintain consistency across all touchpoints without creating operational silos.

 

Leveraging Data and AI for Predictive Customer Engagement

31. AI non-adoption in omnichannel marketing dropped from 22.8% to just 4.6% in one year

AI adoption has accelerated dramatically, with non-adoption dropping from 22.8% to 4.6% in a single year. This near-universal adoption signals that AI-powered customer engagement has moved from competitive advantage to table stakes.

 

32. 60% of retailers aim to integrate AI into their omnichannel strategies for personalized, real-time experiences

Forward-looking investment is strong, with 60% of retailers planning AI integration for personalized omnichannel experiences. KODIF’s AI Analyst helps brands achieve this through automatic topic detection, sentiment analysis, and knowledge gap identification that powers predictive engagement.

Maximizing Omnichannel Engagement for Sustainable Growth

Omnichannel customer engagement optimization requires systematic investment across data integration, channel unification, and AI-powered personalization. Brands serious about capturing the retention and revenue advantages should focus on:

 

• Unified customer data – Consolidating customer information across all touchpoints to enable consistent experiences
• Channel-agnostic AI – Deploying AI systems that maintain context and capability regardless of channel
• Proactive engagement – Using predictive insights to anticipate customer needs before issues arise
• Continuous optimization – Leveraging analytics to identify gaps and improve performance over time

 

For brands focused on improving customer satisfaction, addressing omnichannel fragmentation represents a high-impact opportunity to boost retention, reduce support costs, and accelerate revenue growth. KODIF’s AI-powered platform enables ecommerce brands to achieve these outcomes through unified automation across chat, email, SMS, social media, and voice—with typical deployment in weeks rather than months.

 

Frequently Asked Questions

What is omnichannel customer engagement and why is it important for ecommerce?

Omnichannel customer engagement is the practice of delivering consistent, connected experiences across all customer touchpoints—chat, email, SMS, social media, and voice. It matters because 73% of retail shoppers use multiple channels during their buying journey, and companies with strong omnichannel strategies retain 89% of customers versus 33% for weak implementations. This retention advantage directly impacts lifetime value and revenue growth.

How does KODIF’s AI help improve customer satisfaction and reduce customer effort?

KODIF’s AI Agent provides autonomous ticket resolution across all support channels with policy-driven automation that executes real actions like processing refunds and managing subscriptions. The AI Copilot assists human agents with contextual information and draft responses, reducing handle time while maintaining quality. Together, these tools eliminate the friction that causes 61% of customers to struggle when switching channels during service interactions.

What key metrics should ecommerce brands track for omnichannel success?

Essential metrics include customer retention rate, lifetime value, cost per contact, resolution rate, and customer satisfaction scores. Strong omnichannel companies achieve 89% retention rates, 30% higher lifetime value, and 7.5% annual decreases in cost per contact. Tracking these metrics helps identify optimization opportunities and measure the business impact of omnichannel investments.

How can AI contribute to better customer retention strategies?

AI enables personalized, consistent experiences at scale—the foundation of retention. Brands using AI-powered personalization see 60% of consumers more likely to make repeat purchases and 20% higher satisfaction scores. AI also automates subscription operations like skip, pause, and swap, giving customers flexibility that reduces churn while maintaining efficiency for support teams.

How quickly can KODIF’s platform be implemented compared to traditional solutions?

KODIF’s no-code platform enables deployment in weeks rather than the 6-9 months typical of enterprise solutions. White-glove onboarding includes AI engineer consultation, custom implementation planning, and dedicated support. This speed-to-value advantage lets brands capture the 179% faster revenue growth advantage of omnichannel strategies sooner while competitors remain in implementation cycles.