What is omnichannel customer experience?

Last week, I had to return some workout clothes to a company that I’ve decided to redact, as I don’t want to get sued. I started on the app but gave up halfway through as I was being led on a virtual goose chase. I then called the support line and had to explain the whole thing again to a very nice person who had no idea I’d ever opened the app. To add insult to injury, I got an email a few hours later asking me to rate the app experience. Three touchpoints, minimal memory, and one frazzled (to