Understand the shift
Keep up with new buying behavior
Understand how AI-First Search, AI shopping on the buyer's behalf and multi-touchpoint journeys are changing how customers search, compare and decide
eBook · Omnichannel sales
AI Trends in Omnichannel Sales 2026
AI is reshaping the buying journey and customer expectations across channels. This report helps businesses assess their readiness and choose where to apply AI to lift conversion and drive sales growth.
More than 10,000 downloads
Data compiled from trusted sources
- Adobe
- Zendesk
- Salesforce
- Deloitte
- McKinsey
- IBM
- Visa
32 pages · Updated 09/2026 · Free PDF (in Vietnamese)
From data to growth
More than a trend update: a guide to keeping pace with how customers buy in the AI era
The report helps businesses see clearly how buying behavior is changing, spot the bottlenecks that hold back conversion and choose the right way to apply AI.
Assess where you stand
Spot the bottlenecks that cut conversion
Review data, processes and the omnichannel experience to find the gaps to fix first
Apply AI at the right touchpoints
Choose the right way to apply AI
Identify the touchpoints where AI can improve the experience, lift conversion and drive sales growth
Who it's for
For leaders and managers who want to grow sales with AI
The report gives you the perspective needed to improve conversion, raise the customer experience and run more efficiently across channels.
Business leaders
Assess readiness before investing in or scaling AI
Sales & Marketing managers
Find where AI can shorten the path from interest to conversion
Customer Care managers
Design a fast, consistent experience that keeps context across channels.
Digital Transformation leads
Review the data foundation, operations, security and the AI–human model.
Real-world use
Read the report when your business is facing one of these questions
Four direct ways to use it, turning insight into your growth plan instead of leaving it as background reading.
Fix breaks in the customer experience
Already using several automation tools, yet the customer experience still feels broken?
Connect omnichannel data to understand customers
Data from Facebook, Zalo, Instagram, your website… still not joined up into one context?
Assess readiness to apply AI
Want to use AI Agents but unsure how ready your data and processes are?
Prioritise AI with real-world value
Need a reference framework to prioritise the AI use cases that deliver real value?
Bringing AI into the business flow
From the report to real decisions in your business
Going beyond trend theory, the report clearly illustrates the "Human + AI" collaboration model at each real sales touchpoint in a business.
- 01
Plan your 2026 go-to-market and sales strategy
Add a view on AI, customer behavior and omnichannel sales to your growth plan.
- 02
Spot sales growth opportunities
Identify changes in the buying journey to sharpen how you reach, advise and convert customers.
- 03
Assess your level of AI adoption
Review data, processes, customer experience, trust and security before rolling out AI
- 04
Set your AI priorities
Choose the AI touchpoints that can create value before investing in or scaling a solution.
What's inside
32 pages focused on 4 key shifts
From changes on the buyer's side to the conditions for rollout and AI applications in day-to-day selling.
Chapter 01
How buyer behavior is shifting in the AI era
Three changes reshaping how customers search, compare and make purchase decisions:
- AI-First SearchAI becomes the starting point of product discovery.
- Agentic CommerceAI assistants can take part in searching, comparing and buying.
- Non-linear shopping journeysCustomers keep switching between touchpoints before they decide.
Chapter 02
The AI trends redefining omnichannel sales
Three trends moving sales from one-off automation to intelligent operations:
- Autonomous AI AgentsDetect signals, make decisions and handle tasks in context on their own.
- The Blended AI modelAI handles data and repetitive tasks; people focus on empathy and negotiation.
- The golden response timeReplying in under 5 minutes can make conversion up to 21 times more likely.
Chapter 03
From operational bottlenecks to business readiness
Three foundations to review before scaling AI:
- Cross-channel dataLink profiles and conversation history to keep the full customer context.
- Data qualityStandardise customer, product and policy data before feeding it to AI.
- Trust and securityBe transparent about how AI uses data, set permissions and limit what it can do.
Chapter 04
Practical solution: a 24/7 omnichannel AI assistant
Ways to apply AI that improve experience, conversion and operating efficiency:
- 24/7 customer repliesKeep advice fast, accurate and consistent across channels.
- Unified conversations and contextCentralise omnichannel data so AI and staff can carry on the conversation seamlessly.
- Better conversion and bookingClassify needs, hand over to staff and confirm appointments right inside the conversation.
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Stay on top of AI trends and open new paths to sales growth
Get the full PDF now and review with your team customer behavior, readiness and the opportunities to apply AI in omnichannel sales.
- A 32-page in-depth analysis
- Data and perspectives on AI in omnichannel sales 2025–2026
- Practical ways to apply AI to sell more effectively
- 32 pages
- PDF format
- Free
- Updated 09/2026
More than 10,000 downloads · data never shared with third parties