Omnichannel Integration · Continuity of state · Component
The carried context
What travels with the customer between channels — smaller than it appears, which is why the project should start.
The deliverable
What it is
The full-history integration is a large project and is frequently used as a reason not to start. The current episode is a small one and removes most of the repetition.
Three things cover most cases: who they are, what they were doing, and what has already been said.
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 crossings
Which channel transitions carry context.
3 attributes: From and to · Volume · Context carried
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The last three interactions covers the great majority of situations where history actually matters.
The other components in continuity of state
The visibility
Whether the person on the other side can actually see it — because passing context and using it are different.
LearnThe repetition measure
How often customers have to say things twice — measurable, rarely measured, and the thing they actually notice.
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