If you thought things were moving fast in 2024, just wait for what is coming at you.

Rapid technological advancements, especially in AI and mobile technologies, are reshaping omnichannel marketing to create more personalized and seamless customer experiences. 

This article explores seven pivotal trends shaping omnichannel marketing and offers insights into leveraging them effectively.

1. Exponential advancements in AI for personalization

Artificial intelligence and machine learning models are improving at an unprecedented rate, deeply integrating into marketing workflows. This exponential growth empowers businesses to understand and engage with customers on a highly personalized level.

Why it matters: Leveraging AI allows businesses to deliver tailor-made experiences by analyzing customer behaviors, preferences, and purchase history. Hyper-personalization enhances engagement and drives higher conversion rates.

Example: Bird CRM is at the forefront of this trend, integrating AI directly into its platform:

• Customer segmentation with AI: With Bird CRM, you can analyze contacts and assigns labels like "High-Value Customer," "Highly Engaged," "Dormant Customer," or "Repeat Purchaser." These labels appear on contact profiles and are usable across segmentation and marketing efforts, enabling precise targeting.

• Custom AI attributes: Marketers can create custom AI-driven attributes using prompts that consider user attributes and events. This feature allows for nuanced segmentation and personalization tailored to specific business objectives.

• AI-Generated email content: Bird CRM incorporates AI prompts in the email editor to generate dynamic content at the moment of sending, factoring in each contact's attributes, such as VIP status. It also supports Google Markup to enhance mobile devices' AI capabilities, enabling smarter action suggestions for users.

• AI decision-making in customer journeys: An AI step within customer journeys allows marketers to create branches based on AI analysis. By specifying prompts and defining branches, marketers can design responsive campaigns that adapt to customer behaviors in real time.

• AI-Powered Insights: Bird CRM adds an AI layer to insights dashboards, enabling marketers to understand trends and identify strategies to drive revenue or achieve other conversion metrics in campaigns and customer journeys.

2. Enhanced Voice search integration with advanced smart assistants

Voice-activated technology is reshaping how consumers search for information. Apple's integration of advanced intelligence into the iPhone 15 and newer models gives Siri new dimensions, making voice search more intuitive and widespread.

• Why it matters: Voice search impacts SEO strategies and customer engagement. Businesses optimizing content for conversational queries are more likely to appear in voice search results, enhancing visibility to users who prefer speaking over typing.

• Example: A local restaurant updates its website with conversational keywords and phrases, increasing its chances of appearing when users ask Siri for nearby dining options. Adapting to voice search trends would boost the restaurant's visibility among potential customers using smart assistants.

3. Augmented Reality enhancing customer interaction

Augmented reality (AR) overlays digital information onto the physical world, creating interactive and immersive experiences. AR enables customers to engage with products innovatively, enhancing their connection with brands.

• Why it matters: AR bridges the gap between online and in-store experiences, reducing buyer hesitation by allowing customers to visualize products in their environment or try them virtually.

• Example: A home décor company could offer an AR app that lets users see how furniture would look in their homes before purchasing. This capability increases customer confidence, leading to higher sales and fewer returns.

4. Advancements in seamless mobile commerce

Mobile commerce is evolving, with consumers expecting smooth, fast, and secure transactions on their devices. Messaging platforms like WhatsApp are enhancing messaging formats, and the rollout of Rich Communication Services (RCS) on iOS and Android is set to make these features accessible to over three billion phones worldwide.

• Why it matters:  Enhanced mobile messaging technologies enable businesses to provide interactive and engaging experiences directly on users' devices. Integrating payments into messaging platforms simplifies the purchasing process, reducing friction and increasing conversion rates.

• Example: Bird CRM now offers a product that embeds payments into every messaging channel. By leveraging RCS and enriched messaging formats on platforms like WhatsApp, businesses can send interactive messages that allow customers to make purchases, book appointments, or access personalized offers without leaving the chat interface.

5. Expansion of Social Commerce with AI-powered engagement

Social media platforms are becoming complete shopping channels. Features like shoppable posts and in-app checkouts simplify purchasing directly within social networks. Integrating AI enhances customer interaction and drives sales.

• Why it matters: With consumers spending significant time on social media, integrating shopping experiences meets them where they are, reducing friction in the sales funnel. AI-powered tools offer personalized assistance, answer questions, and provide product recommendations in real time.

• Example: Utilizing Bird CRM, businesses can connect their Instagram Direct Messages (DMs) to AI-powered virtual assistants. This integration allows companies to sell directly in DMs, help customers find products, answer questions, and build community. Automating interactions with AI enables businesses to scale personalized engagement efficiently.

6. Prioritizing data privacy and ethical marketing practices

Consumers are increasingly concerned about data collection and usage. 

Transparency and compliance with data protection regulations are essential. Ethical marketing practices that respect customer privacy are crucial for building trust and a positive brand reputation.

• Why it matters: Trust is fundamental for long-term customer relationships. Companies that prioritize data privacy foster stronger connections and avoid legal issues associated with data misuse.

• Example: A software company implements clear opt-in policies and educates customers on data usage. By handling data responsibly and transparently, the company enhances trust and ensures compliance with regulations like GDPR, building a loyal customer base.

7. Personalized omnichannel customer service powered by AI

Customers expect consistent support across all channels—phone, email, live chat, or social media. Integrating customer service throughout the entire journey and leveraging AI opens new ways to engage and sell.

• Why it matters: Unified customer service ensures customers receive personalized care and information, improving satisfaction and fostering loyalty. AI enables businesses to offer this level of service at scale, identifying opportunities to upsell or cross-sell based on customer data.

• Example: Bird CRM integrates customer service across channels, utilizing AI to analyze interactions and preferences. When a customer reaches out on any platform, AI provides support agents with a comprehensive view of the customer's history and needs. Additionally, AI identifies sales opportunities, suggesting relevant products or services aligned with the customer's interests.

Looking for a sparring partner with practical experience implementing AI at scale?

Rapid technological advancements and a customer-centric approach will define the marketing landscape in 2025. 

Embracing these omnichannel trends—from AI's exponential growth to AI-powered customer service—allows businesses to create engaging, personalized, and seamless customer experiences. Those who fail to do so risk falling behind.

If you are ready to adopt new technologies, please get in touch. We can discuss your use cases, and the potential AI can offer you across the customer journey.