A customer journey map helps you understand your customer. You can gain better insight into your customer's experiences from their point of view. An ideal customer journey map can be built by defining your customers' goals and understanding their nonlinear journey.

When building a customer journey map , identify all the interaction points between your customers and brand across all channels . Defining the touchpoints helps you create better engagement strategies. A customer's journey acts as a multi-platform opportunity during, before, and after a sale. You can offer better services and experience to your customers when you understand them.