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Glossary

Customer Journey Map

TTEC | Glossary | Customer Journey Map

What is a Customer Journey Map?

A Customer Journey Map is one or more diagrams that describe the stages customers experience when interacting with an organization. This can range from buying products online to using customer service and discussing issues on social media.

A Customer Journey Map breaks down a customer's unique journey into distinct steps that illustrate key moments of truth, delight, and pain with a company's brand.

TTEC's contact center services and solutions help businesses experience what it's like to walk in their customers shoes and give insights into the customer point of view. We encourage our clients to use these unique viewpoint to drive continuous improvement to enhance overall customer experience and build long-term relationships.

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