### What is an omni-channel project? - seamless, consistent communications experience across channels - Message based - Currently coming not from MRER but from AskUs- it's about how the uni RESPONDS to student enquiries - Needs CRM to facilitate, as well as customer journey mapping - Key is cross channel consistency ### How it relates to the app - is another channel that becomes part of the omnichannel mix. Could be concerns about [[signal vs noise]] ratio - lots of the same behavioural, cultural and technological underpinnings are required - Data - CRM - Push notifications need to align - Continuity across channels - in-app chat can come through the Omnichannel ### where are the links - both aim to solve similar issues - Both aim to create a cohesive experience for the user ### what we need to do - design communication flows across channels - centralise user data - ensure the app channel is mature before launch and does not add to the communication noise. ### Where we might need to set guardrails - signal and noise - who is doing the behaviours piece behind the scenes- who articulates the service culture behaviours required, eg staff saying that they're sick- is this the timetabling project, our project or omnichannel.