R​‌‍‍‍‌‍‍‌‍‌‌‍‍‍‌‍‌‌‌‍​ead How to Capture What the Customer Wants. An omnichannel customer experience is made up of individual customer touchpoints over a variety of channels that seamlessly connect, allowing customers to pick up where they left off on one channel and continue​‌‍‍‍‌‍‍‌‍‌‌‍‍‍‌‍‌‌‌‍​ the experience on another. Why is the omnichannel approach an innovative pathway to strengthening consumer interaction and engagement with brands?