This document discusses cross-channel ecosystems and their mapping. It defines key elements of ecosystems like actors, agents, tasks, touchpoints, seams, and channels. Ecosystems are described as semantic constructs that straddle physical and digital spaces, involving locations, people, devices, and their relationships. The document emphasizes that ecosystems are anything but linear, and mapping them allows identifying bottlenecks and opportunities for intervention to improve experiences across channels in a seamless yet perceptible way.