Customer journey

Describes the process that a customer goes through in their interactions with a brand—from their first encounter to the point of purchase, booking, and beyond. Take the customer’s journey in the hospitality industry as an example: The process involves searching for accommodation, reading reviews, making a reservation, experiencing the stay, and sharing feedback after checking out. A deep understanding of this journey guarantees timely delivery of the right content and engagements, influencing customer choices and ensuring a seamless and positive experience throughout.