step-by-step playbook to migrate from email-first support to true omnichannel operations
Moving a support organisation from an email-first mindset to true omnichannel operations is one of the highest-leverage changes a team can make. I’ve led and advised several migrations like this, and what consistently separates successful programs from stalled projects is a clear, pragmatic sequence of decisions — not aspirational roadmaps. Below is a step-by-step playbook I use with teams: concrete actions, the traps I’ve seen, and the...