Omnichannel is the next frontier in customer experiences where connected, consistent, and contextual interactions span multiple channels, devices, locations, and time. A successful omnichannel strategy requires enterprises to take small strides to create the right foundation that can scale to support all channels of customer engagement. This session presents case study results for a strategy of pairing two widely used channels, web and IVR, as a strong area in which initial omnichannel implementations can begin.