Channels and Touchpoints: Distinct Yet Interconnected

Channels serve as mediums of delivery, encompassing various platforms like kiosks and mobile devices, without a strict taxonomy. The definition of a channel can evolve based on context and application. Touchpoints, however, should be viewed independently of channels; they represent specific moments when user needs are met, regardless of the delivery medium. For instance, an airport kiosk can facilitate multiple touchpoints, each addressing a distinct need at a precise time.