Omnichannel Integration · Channel parity · Component
The strandings
Where a customer can start something they cannot finish — the worst arrangement available.
The deliverable
What it is
Being unable to do something is mildly frustrating. Being allowed to start and then blocked is considerably worse, because effort has already been invested.
Strandings are usually accidental: the starting step was easy to build and the completing step required something else.
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 cases
Where customers get stranded.
3 attributes: Task and channel · Blocked at · Customers affected
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Preventing the start is cheaper than completing the capability, and it is frequently the right answer.
The other components in channel parity
The capability map
What can be done in each channel — a grid in which the gaps are the point.
LearnThe deliberate differences
Capabilities intentionally absent from a channel — because complete parity is expensive and rarely worth having.
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