QUESTION 1: What does it mean for a consumer not to fragment their experience across different channels?

That each channel operates independently
Conversations are limited to a single channel
That all interactions are part of a single, uninterrupted conversation with the brand
The customer avoids using multiple channels

QUESTION 2: What should the company be able to do if a customer initiates a complaint via chat and then sends an email with attachments?

Consolidate all the buyer’s information to prevent them from having to repeat their details
Limits the conversation history to each channel
Prioritize digital channels over in-person interactions
Allowing different policies depending on the medium