Journey, Moment, and Touch
Journey objects can represent all sort of journeys. While customer journeys are the most common, others are employee-, partner-, or product journeys. A customer journey describes all the experiences consumers go through when interacting with a brand from the moment they hear about it to the actual purchasing experience and post-purchase interactions.
Touch objects are short for Touch Points and represent the interactions within a journey.
Moment objects also represent interactions in a journey, depending on the philosophy you follow they are the same as touch points. However, moments may represent impressions a customer may have by not having an actual interaction i.e. something did not happen or an interaction dropped.
Can Contain
Journey Folders can contain:
- Journey Folder
- Journey
Journey objects can contain:
- Journey
- Moment
- Touch
Moment objects can contain:
- Moment
- Touch
Touch objects can contain:
- Touch
- Moment
All folders and objects under Journeys can contain: