Customer journey refers to the series of experiences and interactions that a customer has with a brand or company throughout their entire relationship, from initial awareness and discovery to post-purchase follow-up and loyalty. It encompasses all touchpoints where the customer interacts with the brand, including online and offline channels such as social media, website, e-mail, phone and physical stores. The customer journey is often represented as a visual map that illustrates the different stages and touchpoints of the customer’s experience and provides insights into their motivations, needs, and pain points ». Understanding the customer journey is important for businesses to improve the customer experience, identify areas for improvement and create effective marketing and sales strategies that meet the needs of the customer at each stage of their journey.