Customer Journey
Browse our outsourcing glossary
Customer Journey
A customer journey comprises all the touchpoints a customer encounters when engaging with a brand or company, from initial awareness to engagement, purchase, and CX management. Businesses benefit from mapping out all the possible customer journeys and connecting the touchpoints that yield the most favorable results. Customer journey maps, then, can include all possible scenarios overlaid with ideal customer journeys and as well as variations in how customers engage with touchpoints along the way.