Strategy
Customer Journey
Plain-language definitionA model of the experiences and decisions a person moves through before, during, and after choosing an offer. It includes channels, questions, emotion, and friction.
Why it matters
Use the term to make a better decision.
In practice, customer journey matters when a team needs to connect a technical or creative choice to a visible change in clarity, performance, discovery, or conversion. The useful question is not whether the term sounds sophisticated. It is what decision it helps the team make.