28/05/2026
Omnichannel: Game over?
Personalive, in collaboration with ADICO – the Italian Sales & Marketing Managers Association, is promoting the free webinar “Omnichannel: Game Over? How to avoid getting lost among customers, channels, data and organization”, scheduled for 10 June 2026, from 12:30 to 13:30.
The session aims to open a managerial reflection on an increasingly relevant topic for companies, marketing managers, sales managers and customer experience professionals: is omnichannel still a strategy, or is it at risk of becoming mainly the operational management of channels, platforms, data, content and automation?
In recent years, many companies have invested in CRM, marketing automation, e-commerce, dashboards, digital touchpoints and artificial intelligence tools. Yet, very often, the customer experience remains fragmented. The point is no longer simply to be present across multiple channels, but to understand whether those channels are truly designed, governed and measured within a coherent strategic framework.
The webinar introduces a deliberately provocative perspective: the Omnichannel Goose Journey. Just like in the traditional Game of the Goose, omnichannel projects move forward, step back, encounter obstacles, apparent shortcuts, trap squares and false solutions. They often start with great expectations, but then get stuck in front of very concrete issues: non-integrated data, uncoordinated touchpoints, unclear customer journeys, silos between marketing and sales, overlapping technologies, and KPIs disconnected from business objectives.
The objective is not to deliver a theoretical lesson on omnichannel. Rather, it is to offer a moment of discussion to understand where strategies get stuck, which mistakes tend to repeat themselves, and which managerial questions should be addressed before adding new channels, new tools or new automation initiatives.
This topic becomes even more critical in light of the evolution of artificial intelligence, conversational search, GEO and new customer decision-making behaviours. The customer journey is increasingly less linear, more distributed and more influenced by new information intermediaries. In this scenario, companies need to ask themselves not only how to manage touchpoints, but also how to make their content, positioning, authority and value propositions understandable, relevant and consistent throughout the entire decision-making journey.
During the webinar, several key issues will be addressed:
- why “being multichannel” is no longer enough to be truly omnichannel;
- which critical squares many companies get stuck on;
- how to read the Customer Journey not as a decorative map, but as a decision-making tool;
- why data, channels, content and organization must be designed together;
- what role AI, MarTech and automation can play, without turning them into yet another technological shortcut;
- how to prepare to build more coherent, measurable and sustainable omnichannel experiences.
Taking part in the webinar means pausing to ask a simple question, one that is often postponed: are we really doing omnichannel strategy, or just omnichannel operations?
When: 10 June 2026, from 12:30 to 13:30
Format: free online webinar
Speaker: Andrea Boaretto, Founder & CEO Personalive
Promoted by: ADICO – Italian Sales & Marketing Managers Association
Register for the webinar and discover why your omnichannel strategy may still be stuck at the starting line:
https://adico.it/prodotto/omni...