Multi-Channel, Omni-Channel and Cross-Channel are some of the most confusing topics.
Some people are talking about multi-channel and meaning the same as others understand under cross-channel. In the time of digital transformation & customer experience, cross-channel is the only direction for me and there is no excuse for the other ones. Think it is a very important point to make sure to talk about the same.
Let’s have a look at the wording:
- Multi means more than one
- Omni means all
- Cross means between so connect all
Here is my differentiation of these 3 topics…
For sure many use Omni-Cannel for what is described under Cross-Channel, but if we look at the bullet list above we see the meaning of the 3 prefixes. This was the result to use it this way…