An omnichannel architecture is a complex enterprise architecture that touches almost all business areas and is highly integrated. There are two types: best-of-breed and best-of-suite, whereby the choice depends very much on the company's requirements. It is important to involve all stakeholders in the company in order to avoid silo structures. An omnichannel architecture also requires flexible and expandable technology to support evolutionary development. It is advisable to first work out the status quo of the technology and architecture before developing a target architecture. In this process, organizational boundaries and processes must also be uncovered before the technical solution is designed and can ultimately be implemented.

The topic of omnichannel has been on everyone's lips again for some time now. However, only a few companies are exploiting the enormous potential of this customer-centric approach. How will a cross-channel customer experience work in 2023?