HCG understands that success in customer management requires a holistic perspective. Thus the entire Customer Lifecycle (Attract, Convert, Service, Extend) must be examined in the context of every channel, individually, and in relationship to one another.
When designing the experience for these channels the complete architecture should be addressed from Strategy & Insights (Business Context and Vision and Future State Design) through Process, People, and Data & Technology considerations (the Operating Model)
"For every channel in question develop the gap analysis, strategy , and operating model along the following..."
