Is the customer journey not the same as the process of interaction with the customers? At least that’s how you could view it. Generally, we speak in terms of customer experience in the company at a process-related level. But this is only the process viewpoint and is merely an internal point of view because it only considers that we are in contact with the customers themselves.

However, during the interaction phase, the customer has more impressions of our processes. This could be from a promotion or a conversation with colleagues or competitors. Everything that touches the customer makes an impression on the Customer Experience, and not all of it may have been initiated by us. In other words, the process of interaction with the customer is always an integral part of the customer experience, but it would be dangerous and misleading for the customer experience to reduce it.