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. The customer can be shopping online from a desktop or mobile device, or by telephone, or in a bricks and mortar store and the experience would be seamless.
It’s important here to distinguish an omni-channel experience from a multi-channel experience. Essentially, it comes down to the depth of the integration.
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.