crosschannelmultichannel
crosschannelmultichannel is a term used in marketing and customer experience management to describe an integrated strategy that combines elements of cross-channel and multi-channel approaches. It aims to deliver a unified, cohesive customer experience across all touchpoints, ensuring continuity as customers interact with a brand through multiple channels.
The concept emphasizes both breadth and depth: multichannel coverage leverages a variety of channels such as
In practice, crosschannelmultichannel seeks to create a single customer view and channel-agnostic experiences where customers can
This approach offers benefits such as higher engagement, smoother conversion paths, better attribution, and richer data
Implementation typically involves data governance, identity and access management, cross-channel journey mapping, middleware or data platforms