Customer interactions - even the most simple, transactional ones - do not occur in isolation. They are part of a larger relationship between the organization and customers. They are part of the journey.
A customer journey, quite simply, refers to the totality of interactions between business and a customer. This journey encompasses all direct and indirect engagement, in all channels, for all purposes.
This report works to show you how to map the customer journey, both for customer-centric and a business-centric benefits.
