Yespo Certification: Omnichannel Strategy

This course contains the use of artificial intelligence.

Having a presence on nine channels means nothing if those channels don’t talk to each other. This module is about turning a set of disconnected tools into one coordinated system that follows the customer, not the other way around.

You’ll start with the strategic foundation: what separates true omnichannel from multichannel and cross-channel approaches, why it’s impossible without a unified customer profile, and how cascade logic moves a message from the cheapest channel to the most expensive one only when it’s actually needed.

From there, you’ll go channel by channel — SMS, App Inbox, Mobile Push, In-App, Web Push, Viber, and Telegram — covering the technical setup, identifiers, and message formats each one requires, along with the specific role each plays in a cascade. You’ll see how App Inbox solves the problem of disappearing push notifications, why In-App runs on entirely different logic from every other channel, and why a single Cyrillic character can double the cost of an SMS send.

You’ll also cover gamification and widgets — not as isolated tactics, but as data-collection tools that turn anonymous site visitors into identified, enriched contact profiles, feeding everything downstream: segmentation, personalization, and automation.

Throughout, real client cases show what these channels deliver in practice — not in theory.

By the end of this module, you’ll be able to design an omnichannel strategy from scratch: choosing the right channels, sequencing them into cascades, and using data to decide what to send, when, and to whom.