When we talk about the "customer experience", some also think "customer journey" and mistakenly use these interchangeably. These terms can be confusing and difficult to follow, but it’s actually a simple distinction. First, yes, they are two different things. Second, yes, they both require your attention. What’s important to realize is that the journey is much more insightful for business planning and growth because it offers a more detailed look at every move the customer makes.
February 02, 2021