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Omnichannel has become a default virtue in UK transformation programmes, but more routes do not produce more decision capacity. This analysis sets out a channel-scarcity test and a 2026 scorecard for retiring low-value communication paths before they consume the time of the people expected to use them.
UK channel programmes tend to optimise the front door while customer effort accumulates between webchat, voice, email, app and the back office. This analysis sets out a handoff-mapping method, practical friction metrics and a case for treating seams as the primary design object in 2026.
Customer and staff conversations are drifting into personal mobiles, WhatsApp groups and ad hoc Teams chats that formal governance never sees. This audit framework helps UK organisations map those shadow channels, score their risk and re-channel high-value interactions into approved workflows without slowing the business down.
The PSTN retirement is now a 2026 delivery problem, not a distant warning. This audit framework helps UK IT leaders expose hidden voice dependencies, sequence UC migration and prove resilience before the analogue network is switched off.