Omni-channel can be summed up as an approach to customer experience management. The driving principle of omni-channel is that consumers should have a consistent experience across all touchpoints with your brand, and that experience should be continuous and personalized as they move from one touchpoint to the next.
When developing your omni-channel strategy, plan the resources you will need as they relate to these elements. Resources are not just technological – consider what human, process, and financial tools are necessary to execute your strategy. This will help you to identify gaps and test assumptions.