Understanding the Shift from Customer Journey to Customer Experience

The transition from customer journey to customer experience (CX) reflects a fundamental truth: in today's customer-centric world, the journey is just as important as the destination.

The sequence of a customer's interactions with a brand is known as the customer journey, but businesses need to start thinking about the CX, which is the emotional and qualitative culmination of all those interactions.

There has been a paradigm shift in the way businesses interact with their customers with the shift from customer journey to customer experience. Organizations can create stronger bonds, encourage brand loyalty, and promote sustainable growth in a more competitive environment by placing a high priority on CX excellence.