Omnichannel Integration · One identity · Component
The customer route
How a customer can link their own records — because many will, if it is easy and the benefit is visible.
The deliverable
What it is
The cheapest identity resolution is the customer doing it. Given an easy route and a visible reason, a substantial proportion will.
The reason has to be theirs. “So we can serve you better” is not a benefit; seeing their history in one place is.
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.
“So we can serve you better” is not a benefit. Seeing their own history in one place is.
The other components in one identity
The matching
How interactions are attributed to a person — the precondition for everything else in this object.
LearnThe failure rate
How often resolution fails, and how often it matches wrongly — because the second failure is worse than the first.
Learn