Any industry that works with a plethora of customers interacting over diverse touchpoints (voice, non voice or even bots) will flourish with an omnichannel strategy. Some businesses like e-commerce, the multiplatform entertainment industry, banking industry, and even healthcare achieve a lot more with the omnichannel experience.
With digitisation and pervasiveness of technology, most customers, start their buying journey or query on one device and complete it on another.