Build an omni-channel solution – find your tool

Thinking less about the design side and more about the strategic side, remember that new devices are not replacing old devices: they are only adding to the big basket of channels that you must support. Users today are looking for different services anywhere and anytime. Providing a similar level of service on all the different channels is not an easy task, but it will play a big part in the success of your application. There are different reasons for that. For instance, you might see a spike in requests during the early morning and late night coming from home devices, such as Amazon Echo and Google Home. However, during the day, you will see more activity on FB Messenger or your intelligent assistant.

Different age groups also consume products from different channels and, of course, geography has a lot of impact as well. Providing cross-channel/omni-channel support doesn't mean providing different experiences or capabilities. However...