Customer Journey definition

Customer journey definition: what is it ?

Customer journeys are all the touch points and interactions between a customer and the company. It starts from the initial contact, at the initiative of the client or the company, and continues until the client has obtained the answer to his situation.

What is it used for ?

To give you a simple customer journey definition, they are a central tool for describing and improving a customer experience. They allow to design or optimize the internal processes, the offers, always from the point of view of the customer.