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An omnichannel customer journey is an individual customer’s end-to-end series of key interactions with a company, spanning from the start of the customer lifecycle to the point of purchase and beyond across all available channels. In a well-orchestrated customer experience, this journey is seamless. This helps the customer to progress along a prescribed process that presents them with their best next step each time it’s needed, right when it’s needed, making the purchase and service processes as easy as possible.
