Make context portable
Customers experience one organisation even when internal teams use several systems. A portable interaction summary helps preserve intent, previous actions and outstanding commitments.
Design for channel changes
A digital conversation may need a voice call; a call may require a written confirmation. Define how consent, identity checks and interaction history move with that change.
Keep the agent view focused
More data is not automatically more context. Prioritise the information required for the current decision, then make the wider history available without crowding the workspace.