Touchpoints are the physical and digital places where customers interact with your organization.

Touchpoints are classified by Channel. MXO lets you can create and manage Touchpoints on the following Channels:

• Web
• Mobile
• Assisted
• Social
• Physical
• Outbound

The difference between Touchpoint and Channel is subtle and best explained using some examples:

On the web Channel, you may have multiple web Touchpoints. For example, you may have multiple business lines, each represented by a different Touchpoint, each with its own specific URL.

On the mobile Channel, you may have multiple mobile websites or apps that you use to engage with customers. Each of those would represent a different Touchpoint.

For more information about creating and managing Touchpoints, see Create and Manage Touchpoints.