Data-driven insights on how AI-powered omnichannel strategies are transforming customer engagement, conversions, and revenue in modern retail

Key Takeaways

• The omnichannel market is exploding — Valued at $10.13 billion in 2025, the market will reach $25.35 billion by 2032 at a 14% CAGR
• Customer retention separates winners from losers — Companies with strong omnichannel strategies retain 89% of customers versus just 33% for those without
• Revenue growth compounds quickly — Omnichannel retailers achieve 179% faster revenue growth than single-channel competitors
• Multi-channel marketing multiplies results — Campaigns using three or more channels see 494% higher order rates compared to single-channel efforts
• AI agents are becoming essential — 68% of retail executives plan to deploy agentic AI within 12-24 months
• Personalization drives loyalty — 83% of consumers say personalized experiences increase brand loyalty
• The future is AI-driven — AI agents could handle 25% of e-commerce by 2030

Understanding the Omnichannel Landscape: Key Statistics for Modern eCommerce

The shift toward omnichannel retail has accelerated beyond a trend—it's now a business imperative. Brands that fail to deliver seamless experiences across touchpoints risk losing customers to competitors who understand agentic commerce and its potential. Here's what the data shows about today's omnichannel reality.

1. The global omnichannel retailing market is valued at $10.13 billion in 2025

This market is projected to reach $25.35 billion by 2032, growing at a compound annual growth rate of 14%. E-commerce platforms dominate with a commanding 68.7% market share, while North America leads global adoption with 37% of total market activity. This growth signals that unified commerce is becoming table stakes for competitive retailers.

2. 73% of retail consumers are omnichannel shoppers

According to Capital One Shopping research, nearly three-quarters of consumers now shop across multiple channels as part of their regular buying behavior. These shoppers use an average of six touchpoints during their purchase journey, making consistent brand experiences across every channel critical for conversion success.

3. 88% of retailers now offer BOPIS services

The OSF Digital 2025 reveals that buy-online-pick-up-in-store has become a baseline offering. Additionally, 77% of BOPIS orders are ready within three hours, and 74% of retailers offer transactional mobile apps. This infrastructure enables the seamless transitions customers now expect.

4. Click-and-collect retail sales will reach $154.3 billion in 2025

This represents a 16.2% year-over-year increase in the United States alone. With 97.2 million Americans regularly using BOPIS—representing 34.2% of U.S. consumers—retailers without flexible fulfillment options are leaving significant revenue on the table.

Boosting Conversion Rates with Personalized Omnichannel Interactions

Personalization across channels directly impacts whether browsers become buyers. AI personalization in eCommerce creates the tailored experiences customers demand while driving measurable conversion improvements.

5. Retailers using 3+ channels increase consumer engagement by 250%

Single-channel retailers achieve just 5.4% engagement rates, while those operating three or more channels see engagement jump to 19.0%. This dramatic difference translates directly into higher conversion opportunities and stronger customer relationships.

6. Offering curbside pickup increases conversion rates by 25.9%

Among the Top 1,000 retailers, those providing curbside pickup options see significant conversion improvements. Similarly, shoppers are 19.8% more likely to purchase from stores offering omnichannel pick-up services, demonstrating how fulfillment flexibility removes friction from the buying process.

7. 83% of consumers say personalized experiences increase brand loyalty

Research from Twilio shows that personalization isn't just a conversion tactic—it's a retention strategy. Companies focusing on personalization see an average 46% boost in customer spending, proving that knowing your customers pays dividends.

8. 72% of consumers only engage with personalized marketing content

This statistic from Firework underscores why generic messaging fails. When brands leverage first-party data for omnichannel personalization, they see a 40% revenue boost compared to those using one-size-fits-all approaches.

The Envive Sales Agent addresses this need by listening, learning, and remembering customer preferences to deliver highly personalized shopping journeys. Brands like Spanx have achieved conversion rate increases of 100%+ through AI-powered personalization.

Enhancing Customer Support: Omnichannel CX Statistics and AI Solutions

Customer support quality directly impacts repeat purchases and lifetime value. Modern shoppers expect seamless support regardless of channel, and brands that deliver reap significant rewards.

9. 79% of business leaders believe customer service should be available across all channels

According to HubSpot research, leadership increasingly recognizes that siloed support creates friction. Customers switching between channels expect continuity in their service experience, with their history and preferences carrying across touchpoints.

10. AI chatbots can reduce retail call center volume by 30%

McKinsey research shows that AI-powered support tools deflect significant call volume while maintaining customer satisfaction. This efficiency gain allows human agents to focus on complex issues requiring empathy and judgment.

11. 21% of online purchases are significantly impacted by store associate interactions

Even in digital-first environments, human touchpoints matter. The key is knowing when to seamlessly transition from AI to human support—and back again.

The Envive CX Agent integrates directly into existing support systems, solving issues before they arise and looping in human agents when needed. This "invisible" support approach maintains the seamless experience customers expect while reducing operational costs.

Streamlining Product Discovery: Omnichannel Search and AI-Powered Assistance

Product discovery failures cost retailers billions annually. When customers can't find what they want, they leave—often for competitors with better AI-powered search capabilities.

12. 83% of shoppers research online before visiting a physical store

Klarna research confirms that the customer journey typically starts digitally. If online discovery fails, the in-store visit never happens. Additionally, 72% of shoppers use smartphones to compare prices or read reviews while in-store, making mobile-optimized discovery essential.

13. 80% of shoppers use a mobile phone inside a physical store

This eCommerce Times statistic highlights how mobile and physical retail have merged. Retailers must ensure product information is consistent and accessible across every touchpoint to maintain customer confidence.

14. 44% of consumers abandon carts due to delivery option uncertainty

Manhattan Associates research reveals that discovery problems extend beyond products to fulfillment options. When customers can't quickly understand how they'll receive their purchase, they leave.

The Envive Search Agent addresses these challenges by understanding intent and delivering smart, relevant results every time. Unlike traditional keyword search, AI-powered discovery ensures customers never hit dead ends—transforming frustration into delight.

Driving Sales and AOV: Omnichannel Strategies for Bigger Basket Sizes

Omnichannel excellence doesn't just increase conversion rates—it expands basket sizes and customer lifetime value. These statistics demonstrate the revenue multiplication effect of unified commerce.

15. Omnichannel shoppers spend 30% more than single-channel shoppers

According to multiple research sources, customers engaging across channels demonstrate higher purchase values. This spending premium persists across categories and represents a significant lifetime value advantage.

16. Omnichannel customers spend 4% more when visiting physical stores

Research shows that even in-store, omnichannel customers outspend their single-channel counterparts. The cumulative effect of digital research plus in-store purchase creates higher-confidence buying decisions.

17. 85% of U.S. BOPIS shoppers make additional purchases when collecting orders

This statistic reveals the powerful upsell opportunity in flexible fulfillment. When customers visit stores to collect online orders, they frequently add items to their purchase.

18. Omnichannel strategies boost average order values by 13%

Firework research confirms that unified commerce lifts not just conversion rates but also order sizes. Combined with increased purchase frequency, this creates compounding revenue growth.

Envive's Sales Agent excels at cross-selling and upselling, with bundling seamlessly integrated into sales recommendations. This approach has helped clients like Supergoop! achieve $5.35M incremental revenue.

The Role of AI in Scaling Omnichannel Engagement for eCommerce Growth

AI has moved from experimental technology to operational necessity. The statistics show retailers embracing AI-powered commerce are pulling ahead, while laggards face accelerating competitive disadvantage.

19. 68% of retail executives plan to deploy agentic AI within 12-24 months

Deloitte's 2026 Outlook reveals that agentic AI—systems that can take autonomous action—has moved from concept to implementation priority. This shift recognizes that passive AI tools can't meet the demands of modern omnichannel retail.

20. AI agents could handle 25% of global e-commerce sales by 2030

This Deloitte projection represents a fundamental restructuring of how consumers shop online. Brands without AI agent capabilities will struggle to compete as autonomous shopping becomes mainstream.

21. 90% of retail executives expect AI to replace traditional search engines by 2026

The Deloitte research also shows that executives anticipate consumers will increasingly use AI interfaces rather than search engines for product discovery. This shift demands that retailers meet customers where they're heading, not where they've been.

22. 60% of retailers aim to integrate AI into their omnichannel strategies

According to Firework, the majority of retailers recognize AI integration as essential. However, only 17% of retailers currently rate their unified commerce capabilities as mature, revealing a significant execution gap.

23. AI agent usage increased 22-fold since January 2025

Datagrid research shows explosive adoption of AI agents across sales functions. Sales teams using AI report 15% higher conversion rates and close 45% more deals than non-AI teams.

Envive's AI agents for search, sales, support, and SEO represent the infrastructure brands need to compete in this AI-driven environment—built to convert visitors into customers while maintaining complete brand control.

Crafting Consistent Brand Messaging Across Omnichannel Touchpoints

Brand voice consistency matters more than ever as customers interact with brands across proliferating channels. These statistics demonstrate why unified messaging drives results.

24. 62% of consumers expect consistent brand experiences regardless of channel

Research shows that customers notice—and penalize—inconsistency. When messaging, tone, or information differs across touchpoints, trust erodes and conversions suffer.

25. 67% of shoppers expect brands to understand their needs based on previous interactions

This Firework statistic reveals that customers want continuity in their relationship with brands. When they've shared preferences or history, they expect that knowledge to inform future interactions.

26. 71% of customers expect personalized experiences across all channels

Research confirms that personalization and consistency must work together. Generic experiences feel disconnected, while personalized-but-inconsistent experiences feel fragmented.

The Envive Copywriter Agent addresses these challenges by crafting personalized product descriptions that maintain brand voice across every customer interaction. The system stays aware, adaptive, and always learning while ensuring compliance and consistency.

Measuring Success: Key Omnichannel KPIs and Analytics for eCommerce

What gets measured gets managed. These statistics reveal the ROI and KPI benchmarks that separate omnichannel leaders from laggards.

27. Companies with strong omnichannel strategies see 9.5% annual revenue growth

Digital Commerce 360 research shows that omnichannel leaders achieve nearly triple the revenue growth of weak performers, who see just 3.4% annual increases. This performance gap compounds dramatically over time.

28. Omnichannel retailers achieve 179% faster revenue growth

According to Capital One Shopping, the growth differential between omnichannel and single-channel retailers is stark. This acceleration stems from higher conversion rates, larger basket sizes, and improved retention working together.

29. Retailers achieving unified commerce maturity report 27% lower fulfillment costs

Manhattan Associates research reveals that omnichannel excellence reduces operational costs while improving customer experience. Integrated inventory visibility and flexible fulfillment create efficiency gains that drop directly to the bottom line.

30. Retailers implementing unified commerce see 18% lower cart abandonment

This Manhattan Associates statistic demonstrates how seamless experiences reduce friction. When customers trust the process, they complete purchases instead of abandoning carts.

Envive has delivered measurable results for clients including 38x ROI and 11.5% conversion rate increases for Supergoop!—proving that AI-powered omnichannel engagement drives real business outcomes.

Ensuring Brand Safety and Compliance in Your Omnichannel AI Strategy

As AI becomes central to customer interactions, brand safety becomes critical. These statistics underscore why governance and compliance must accompany AI deployment.

31. 81% of Americans are concerned about how companies use their data

Pew Research shows that privacy concerns remain top-of-mind for consumers. Brands deploying AI must balance personalization benefits with transparent data practices to maintain trust.

32. Only 17% of retailers rate their unified commerce capabilities as mature

Manhattan Associates research reveals that most retailers are still building their omnichannel foundations. This maturity gap creates opportunity for brands that move quickly to implement robust, compliant AI systems.

Envive addresses these concerns through a proprietary 3-pronged approach to AI safety: tailored models, red teaming, and consumer-grade AI. This framework has delivered zero compliance violations across thousands of conversations, as demonstrated in the Coterie case study.

Frequently Asked Questions

What is the difference between omnichannel and multichannel retail?

Multichannel retail means being present on multiple channels (website, app, stores, social). Omnichannel retail integrates those channels into a unified experience where customer data, preferences, and history flow seamlessly across touchpoints. The key difference is integration—omnichannel creates one continuous journey while multichannel creates parallel but disconnected experiences.

How do AI agents improve omnichannel customer engagement?

AI agents enhance engagement by providing instant, personalized responses across all channels while maintaining context from previous interactions. They can handle product discovery, answer complex questions, make tailored recommendations, and resolve support issues—all while learning customer preferences to improve future interactions. The result is faster, more relevant engagement that scales without proportional staff increases.

What are the most crucial statistics to track for omnichannel success?

Key metrics include: customer retention rate (89% benchmark for strong omnichannel), cross-channel conversion rates, average order value by channel, customer lifetime value, cart abandonment rates (18% lower with unified commerce), and customer satisfaction scores. Revenue per visitor and return on ad spend should also be tracked across channels to understand true omnichannel ROI.

Can small eCommerce businesses effectively implement an omnichannel strategy?

Yes. Modern AI-powered platforms have reduced implementation complexity significantly. Small businesses can start with integrated inventory visibility, consistent product information across channels, and AI-powered customer support. The average brand has adopted 62% of omnichannel best practices, indicating that foundational capabilities are accessible regardless of company size.

How does personalization impact customer loyalty in an omnichannel environment?

Personalization dramatically impacts loyalty—83% of consumers say personalized experiences increase their brand loyalty, and personalization-focused companies see 46% higher customer spending. When personalization works consistently across channels, customers feel recognized and valued, driving both repeat purchases and advocacy.