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= | ={{element|Ex Element-Channel|Channel}}= | ||
<span class="Ex Def">The means people use to engage and interact with us.</span> | |||
==Description== | ==Description== | ||
Channels are the means of communication between people and the | Channels are the means of communication between [[people]] and the [[enterprise]]. They are where moments of interaction between people and the enterprise take place. They includes [[media]], devices, communication systems, or physical environments used to facilitate interactions. | ||
enterprise. They are where moments of interaction between people and | |||
the enterprise take place. | ==Channel Map== | ||
systems, or physical environments used to facilitate interactions. | |||
[[File:EDGY-Channel-Map_Touchpoint-Map.png]] | |||
Also known as Touchpoint Map. | |||
==Examples== | ==Examples== | ||
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==Use== | ==Use== | ||
*Get an overview of where/how people interact with the enterprise or each other and make them connect. | *Get an overview of where/how [[people]] interact with the [[enterprise]] or each other and make them connect. | ||
*Manage channels as part of engagement strategies, such as | *Manage channels as part of engagement strategies, such as cross-channel or omni-channel engagement. | ||
*Trace [[journeys]] across physical and digital channels, and optimise [[products]] and [[brands]] for preferred [[media]] and environments. | |||
==Base element== | |||
*{{element|Ex Element-Channel|channel}} is an object | |||
==Related== | ==Related== | ||
*{{ | *{{element|Ex Element-Journey|journey}} traverses {{element|Ex Element-Channel|channels}} | ||
*{{ | *{{element|Ex Element-Task|task}} uses {{element|Ex Element-Channel|channel}} | ||
== | ==Suggested labels== | ||
* | *digital, physical, hybrid ([[tagging|tag]]) | ||
* | *full control, shared control, influence, no control ([[tagging|tag]]) | ||
* | *synchronous, asynchronous ([[tagging|tag]]) | ||
* | *automated, manual, hybrid ([[tagging|tag]]) | ||
*usage ([[metric]]) | |||
*cost ([[metric]]) |
Revision as of 21:06, 21 March 2023
Channel
The means people use to engage and interact with us.
Description
Channels are the means of communication between people and the enterprise. They are where moments of interaction between people and the enterprise take place. They includes media, devices, communication systems, or physical environments used to facilitate interactions.
Channel Map
Also known as Touchpoint Map.
Examples
- An airline uses an instant messenger app to communicate with their customers synchronously, helped by an inbound call centre.
- An insurance company operates physical stores to sell printed tickets to use their services.
- A tech company builds a virtual Metaverse presence to interact with their job candidates.
Use
- Get an overview of where/how people interact with the enterprise or each other and make them connect.
- Manage channels as part of engagement strategies, such as cross-channel or omni-channel engagement.
- Trace journeys across physical and digital channels, and optimise products and brands for preferred media and environments.
Base element
- channel is an object