Toward a compelling customer touchpoint architecture

Some time ago, I was asked by an executive from a leading information storage and management company to facilitate a workshop on the design of customer touchpoints. Given high-technology enterprises’ reputation of focusing more on technology and product architecture than on the architecture of the customer-company interface, I welcomed the opportunity. This article is a result of my research and learning leading up to, during, and following the workshop. It posits three stages in developing compelling customer touchpoint architecture: 1. Adopting a holistic approach for the full spectrum of customer touchpoint modes spanning across all stages of the customer experience cycle.