Omnichannel Integration · Channel parity · Component
The capability map
What can be done in each channel — a grid in which the gaps are the point.
The deliverable
What it is
The map has three states per task per channel: can start, can continue, can complete. Most maps record only the last and miss the strandings.
Drawing it takes an hour and produces a list of gaps that is immediately actionable.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The gaps
Where a task cannot be done.
3 attributes: Task and channel · Customers affected · Priority
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Record start, continue and complete separately. Recording only completion hides every stranding.
The other components in channel parity
The deliberate differences
Capabilities intentionally absent from a channel — because complete parity is expensive and rarely worth having.
LearnThe strandings
Where a customer can start something they cannot finish — the worst arrangement available.
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