CX Dictionary

What is Customer Journey?

A customer journey is a range of experiences that a customer goes through with a business. From before a customer reaches out to well after the interaction has ended, the customer journey covers all areas of the customer-business transaction.

Why Is Customer Journey Important?

For businesses, the customer journey can be a pivotal area of measurement to ensure an accurate understanding of the customer and in order to better tailor products or services.

When leveraged appropriately, a customer journey reading can help businesses create a more durable business strategy, provide more personalized offers and improve employee performance in a more customer-centric manner.