With modern retail, events and hospitality experiences blending physical and digital touchpoints for their customers, it’s vital to understand the customer’s view of your offering. Omnichannel, or multichannel as it is sometimes known, is the strategy of combining real-world experiences with digital – through mobile, touchscreen or even cinema, virtual reality (VR) and augmented reality (AR).

We can help you conduct omnichannel research to understand what is going to surprise and delight your attendees or customers, as well as ensuring all browse, purchase and transaction flows are seamless and easy to use.


Gain customer insight across retail and digital

When should you engage us for omnichannel?

You can engage for B2B (business to business) delegate, attendee, customer and visitor research at the following points in your process:

  • During the strategy and design phase to understand participant motivations, desires and needs – to underpin your approach with primary research and accurate personas.
  • During the build phase with usability testing and prototyping to validate assumptions and test hypotheses.
  • Once your event or retail experience is live we can attend on-site, evaluating the success of designs and reporting back, as well as optimising on-site when needed.
  • Post-event we can survey and gather net promoter scores to feedback to management on design effectiveness. This can be combined with event and online analytics to paint a rich picture of your customer’s experience.

Omnichannel and multichannel research services

Perfect physical-digital hybrid experiences

Perfect physical-digital hybrid experiences

Omnichannel is the tight integration of real-world and digital experiences, including checkout, purchase and fulfilment for customers across retail and digital
SUB Understand your customer’s needs

Understand your customer’s needs

What are your customers’ expectations in multichannel environments? How can you exceed them? What are your competitors doing and what can you learn? How are factors such as loyalty and second-screening affecting their engagement with your product? We can help you find the answers!
Plan your event or museum exhibit

Plan your event or museum exhibit

With on board, you’ll be sure to receive actionable insight and validation of your ideas – backed by real research and customer data. We’ll plan our approach with you and make design improvements that deliver on KPIs.

Deliver best-in-class in retail

The modern retail environment is competitive across bricks-and-mortar shops and digital checkout. Ordering has to be seamless, fulfilment has to be perfect, and returns and exchanges managed with the customer’s needs at the centre. With you can be sure you’re delivering.

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