Omnichannel Integration · The seams · Component
The seam list
Where the boundaries are visible to the customer — the list that turns integration into a backlog.
The deliverable
What it is
Customers do not see the organisation chart and they see its consequences: a change of tone, a repeated question, contradictory information, a wait at a handover.
Listing them from the customer’s side rather than from the internal structure produces a list that can be prioritised on impact.
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.
Describe seams as the customer experiences them, not as internal misalignment. The first can be prioritised.
The other components in the seams
The cost
How many customers hit each and what it costs when they do — because that is what decides which seams are worth closing.
LearnThe accepted
Seams the organisation has decided not to close — recorded explicitly, so they stop being raised at every review.
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