4 Ways AI Can Transform Your Omnichannel Marketing Strategy in 2025

The world is becoming increasingly connected. As we welcome seamless and personalized experiences across all digital touchpoints, omnichannel marketing has never been more crucial for a business’s success.

Omnichannel-style marketing has already proven to drive more customer loyalty and skyrocket revenue growth for small retail businesses. However, with the integration of AI, otherwise known as artificial intelligence, this powerful strategy is set to help marketers further enhance their online and digital campaigns, create a new seamless experience for customers, and stay ahead of the trends.

In the marketing industry, AI is considered a real-time data analyst that can convert customer information from multiple touchpoints, such as consumer website visits, many social media interactions, daily email clicks, and purchase history, into much-needed information for your retail omnichannel campaign.

In 2024, any company can easily take advantage of AI capabilities, even without massive data sets. This article explores four ways AI continues to transform omnichannel marketing.

What Is Omnichannel Marketing?

Omnichannel marketing is a multichannel strategy that provides seamless and consistent customer experiences, whether the shopper interacts with a company in the digital space (such as on the web, social media, or mobile apps) or a physical one (such as a brick-and-mortar store).

The four main pillars of an omnichannel marketing strategy include:

• Visibility. This is all about who your customer is. Every click, every purchase, every like, and every piece of feedback helps you get a better understanding of who your customer is. This enables you to create personalized strategies, no matter what channel or device a customer uses to interact with your brand.
• Measurement. This is about understanding how each channel contributes to your brand's success. Whether it's your social media campaign that brought in the most conversions or your latest blog post that generated more website traffic, having clear metrics will help you understand what's working for you and what's not.
• Personalization. This is the part where you use your insights from visibility and measurement to tailor your marketing efforts to create experiences that resonate with your customers, whether it's addressing them by their first name in emails or offering recommendations based on their browsing history.
• Optimization is where you use what you've learned about your customers and your campaigns to optimize future strategies.

It's essential to note that omnichannel marketing is a customer-centric approach. It focuses on a unified customer journey and not just the You'veer's experience on individual channels. This makes it different from a multichannel strategy, which revolves around products.

Could AI Impact Your Omnichannel Marketing Strategy?

AI will revolutionize several industries in 2024, including the marketing sector. 

(Image Source: Social Pilot)

One aspect of omnichannel marketing that drives guaranteed leads is a deep understanding of a buyer’s persona and journey. AI tools can analyze each stage of the buyer journey and predict and recommend trends and patterns that could affect the lead generation process going forward.

With the ability to leverage insights like never before, AI-driven data is frequently used to enhance omnichannel personalization, refine customer targeting strategies, and help a brand speak directly to its demographic.

As an invaluable tool for any modern marketer, generative AI platforms like ChatGPT promise to streamline workflows, automate targeted content creation, predict trends ahead of the curve, and drive new levels of customer engagement.

Here are just a few of the benefits you could see when integrating AI with your omnichannel marketing strategy:

• Powerful Recommendations: AI has commonly been known to provide powerful recommendations for all business operations. With the ability to track patterns in customer data and buyer journeys, it can leverage these insights to recommend new strategies for continued success. These include targeted product recommendations, content marketing recommendations, and even retargeting recommendations for potential leads that got away.

• Hyper-Personalization: AI tools can sift through all customer data, past and present, in seconds. AI could automatically apply hyper-personalized filters to your targeted strategy when personalizing your next omnichannel campaign. For example, depending on what customers have bought from your business before, AI could help you customize discounts and offers based on products the customer is most likely interested in. 

• Efficient Automation: As your company grows, managing large omnichannel campaigns as one team can be challenging. AI makes streamlining tasks simple and efficient. Using AI-driven automation to enhance your campaign planning, you can allocate time and resources to individual team members more effectively and let AI take over repetitive tasks such as inputting customer information and researching topics and trends. 

• ChatGPT Content Curation: ChatGPT took the content world by storm in 2024. With the ability to create written, visual, and audio content based on just a prompt, it’s a game changer for marketers looking for a quick content turnover. Better still, ChatGPT content is automatically SEO-optimised and self-learning, ensuring that it generates humanized creative responses. While it shouldn't replace original content creation, it’s a brilliant tool to leverage during the planning process for content inspiration. 

• Excellent Market Predictions: Every successful omnichannel campaign is built on a foundation of positive predictions. Marketers must predict how customers will react to their content and what trends will remain relevant when the campaign is released. AI can make these predictions. With the ability to analyze user behavior, monitor trend engagement patterns, and store customer data, it can automatically make calculated predictions that anticipate future behavior trends and the topics most likely to drive engagement in the weeks/months/years to come. 

• Improved Customer Engagement: This benefit goes without saying. Given AI's advantages listed above, it’s no surprise that on-the-ball predictions and hyper-personalized content will drive engagement among modern-day consumers. AI enhances customer interactions and improves customer satisfaction tenfold. 

With a vast list of benefits in mind, let’s look at how some of these could transform your omnichannel marketing strategy in 2024.

4 Ways To Use Artificial Intelligence In Your Omnichannel Marketing Strategy in 2025

In a brand's omnichannel marketing strategy, AI plays a massive part in personalizing the entire customer experience across multiple channels in real-time.

AI technologies include natural language processing (NLP), natural language generation, machine learning, and computer vision, all enhancing different areas of the customer experience and creating a seamless journey.

Here are four ways to introduce AI to your omnichannel marketing strategy in 2025:

1. Automated Content Creation 

Generative AI technology allows marketers to automate content creation so that the marketing message is consistent regardless of the channel the customer interacts with.

Generative AI tools like Luma can analyze customer data to produce tailored content specific to industries, audiences, and marketing purposes. This creates targeted campaigns that speak directly to your target audience's needs and wants.

In addition, automated content creation frees up a marketer's time and allows them to focus on more complex parts of their campaigns, such as content that requires an empathetic touch.

Therefore, AI is a robot and doesn't have emotions or consciousness. Technology is not a good option for marketing or customer service tasks requiring empathy or compassion.

2. Smarter Recommendations

AI can gather customer data and insights such as customer behavior, preferences, pain points, past purchases, browsing history, and demographics. This information allows marketers to understand their customer base better and make personalized product or service recommendations, enabling brands to refine their omnichannel marketing strategy to be more impactful. 

Recommendations allow customers to easily and quickly discover products that suit them, resulting in more engagements and conversions. There are different recommendation types that retail businesses can use, such as:

• Frequently bought together. Displays products commonly bought together, such as a TV remote and batteries. 
• Similar products. Displays product options that are similar to each other.
• Bestsellers and trending products. Displays the most popular products among customers and generates the most revenue.
• Past purchases. This feature displays previously purchased products to customers using their accounts, enabling them to make quick repeat purchases.
• Recently viewed products. Displays personalized product recommendations based on the customer's purchasing history, browsing behavior, and preferences.

eCommerce stores that recommend products or services that customers are actually interested in will see an increase in customer satisfaction and sales.

Take this example from Netflix for instance:

(Image Source: Netflix)

Here, you can see recommendations at work. Netflix leverages AI to recommend specific programs and movies to individual subscribers. Can you see the match percentage at the top of the screen? Based on their previous watch history, this suggests whether a customer will likely enjoy the show. 

3. Real-time Personalization

Not only can AI make intelligent recommendations using customer data, but it can also use real-time data to deliver personalized customer experiences. Real-time data includes immediate information about sales activities, customer interactions, and market trends.

This targeted approach increases ad relevance, resulting in higher click-through rates and improved campaign performance. In fact, getting omnichannel personalization right can help companies increase revenue by 5% to 15%.

4. AI-powered Chatbots

An omnichannel chatbot is an AI-powered tool that provides consistent customer service across all channels, such as websites, social media platforms, apps, and more.

AI-powered chatbots can answer frequently asked questions, resolve common issues, and pass on more complex inquiries to human customer service representatives. This improves the customer experience and frees up your team to focus on more strategic tasks.

For an omnichannel marketing strategy, your customers should be able to carry their queries between platforms.

For example, a customer may contact your Instagram page with a question. It would help if you directed them to a chatbot on your website for further assistance without them having to type their questions or personal details again. 

(Image Source: Master of Code)

L’Oreal is a great example of a brand that leverages AI-powered chatbots. Using the feature to check up on customers and answer questions in real-time, the brand has labeled AI a game changer in customer communication. 

Navigating The Challenges of Integrating AI 

While AI can vastly improve your omnichannel marketing strategy, modern marketers must still be aware of some challenges.

Not only is artificial intelligence extremely expensive to introduce to a small business, but there are several concerns relating to data privacy, plagiarism, and negative SEO to consider before moving forward with an AI-powered strategy:

Plagiarism Risks and Unoriginal Content

If you’re using a tool such as ChatGPT to generate content for your omnichannel campaign, ensure that you only use the content for inspiration. 

ChatGPT leverages insights from content all over the web. While this provides accurate insights, ChatGPT's content is unoriginal. 

AI-content detectors are rising, and Google’s ranking algorithm is becoming more competent at picking out AI-generated content. If you want to remain safe from being moved down the search engine ranks, remember to gather inspiration only from ChatGPT rather than using it to pump out your whole content strategy.

Data Privacy Concerns 

AI-powered tools collect their insights from vast amounts of online customer data. After waving goodbye to third-party data collection, AI flies close to many data privacy laws, which could leave your business in trouble.

To use AI safely within your omnichannel strategy, you must prioritize transparent data collection.

This includes publishing your data collection policies online for customers to see and giving customers who interact with your brand a chance to opt out of data collection methods they are uncomfortable with.

Customer Disconnect 

Another key challenge to be aware of is the impact of being too reliant on AI as a modern-day marketer.

Those who trust AI to predict and plan each step of a content campaign often experience a disconnect from their customers.

No one knows your customers like you do. If you take your thoughts, options, and ideas out of the content curation process, you’ll create a campaign that doesn’t accurately represent your brand and values, and your customers will notice.

The key here is balance rather than an all-or-nothing approach.

Wrapping Up

It’s no secret that integrating AI-powered marketing presents business owners with both opportunities and challenges in a modern-day customer-facing landscape.

By safely leveraging AI, you can transform your omnichannel marketing strategy in the competitive digital marketing landscape in 2024 and beyond.

 This customer-centric approach helps brands create personalized, consistent, seamless customer experiences that drive engagement, loyalty, and sales.

Article by Dmytro Spilka