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This chapter examines how the service concept is delivered through physical and digital channels. It describes how these channels increasingly interact, how technology is transforming them, and how digital tools are enhancing customer service and engagement.

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Map Out Channel Options to Enable Customer Encounters

  • 章节

  • 发表日期：

    2026年

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  • Arto Lindblom,
  • Matti Kautto,
  • Lasse Mitronen

摘要

This chapter examines how the service concept is delivered through physical and digital channels. It describes how these channels increasingly interact, how technology is transforming them, and how digital tools are enhancing customer service and engagement.