Which of the following best defines customer journey mapping?

Customer journey mapping is best defined as a visualization of the customer experience over time, which captures each interaction and touchpoint a customer has with a brand or organization throughout their journey. This method allows businesses to understand and analyze the customer experience from initial awareness to post-purchase evaluation, highlighting critical moments that can impact customer satisfaction and loyalty.

The process of creating a customer journey map involves gathering data on customer behavior, preferences, and feedback, thus helping organizations identify pain points, opportunities for improvement, and ways to enhance the overall experience. By mapping out the journey, businesses can tailor their strategies to meet customer needs more effectively and foster better relationships with their audience.

This approach provides valuable insights that can drive marketing, sales, and customer service efforts, making it a cornerstone of effective customer experience strategies. Other options focus on different aspects of business and do not pertain to the specific practice of understanding and visualizing customer interactions.