Omnichannel strategy, done right, enhances customers' interactions Integrating the digital and physical experiences can be difficult for companies. By Craig Herkert, Special to the Star Tribune July 25, 2021 — 2:00pm Text size Copy shortlink: Q: What is omnichannel strategy? A: Omnichannel is the seamless integration of the physical and digital worlds. Once you understand omnichannel, you will see it everywhere. When omnichannel is done well, we don't even notice it. We check our bank account balance online. We deposit our checks with our phones. We visit the bank branch to discuss a potential home mortgage with a banker. That's omnichannel. We order food to be delivered from our grocery store or to be picked up at the store without leaving the car. We go in the store to buy fresh foods. That's omnichannel.