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A consultant-built framework covering all touchpoint types (digital, physical, assisted), useful once you're past the basic D2C-vs-marketplace question and need to think about organisational and journey design across every channel at once.
Omnichannel Strategy Framework Explained
From Umbrex by Umbrex
- Frames omnichannel as aligning customer journeys, commercial processes and platform capabilities together
- Covers assisted channels (contact centre, chat, sales reps) that founders often forget in channel planning
- Useful as a structural checklist when scaling past 2-3 channels
