Digital adoption comes hand-in-hand with the use of multiple channels. Multiple channels cause challenges that need to be addressed through adequate validation. Some of the characteristics pertaining to multichannel systems includes the following:
Customer experience consistency
Responsive design
Handling of dynamic content
Performance of the systems
Bi-modal interfaces (digital/non-digital)
Interface with point-of-sale devices
Frequent releases
Cyber security
End-to-end validations
In summary, the key challenge lies in finding skilled members to perform the multichannel interface testing. The validations involve both the correctness of aggregated data results and the validation of the performance of the systems.
In the digital world, utilities are striving to serve the customers across channels and provide unified customer experience. The following figure provides a narrative of all the steps in the customer journey, for example...