Components of a Customer Journey

When you want to design and use a Customer Journey Map, there are some logical elements that will make up this Customer Journey Map. In this chapter I'll guide you along these components. At the end of this chapter you will have a clear understanding of the different components that will make up your Customer Journey Map. Also, you'll have identified ways to collect data on the designed Customer Journey Map.

Table of Contents

  1. Customers
  2. Journeys
  3. Phases
  4. Steps
  5. Experiences
  6. Channels
  7. Touchpoints
  8. Activities & Events
  9. Data sources