Every discipline has its own set of rhetoric, catch-phrases and dreaded TLAs (three-letter acronyms). We thought we would take a moment to define some of the terms that are commonly used within the customer experience and journey mapping disciplines. 360 Degree View of the Customer refers to the compilation of all the data about a customer in one place. Linking on-line behavior, off-line behavior, preferences, transaction data, etc. We have done a lot of research on this topic, which you can find here and here Customer Experience refers to the various interactions the individual has with a company/brand over time. It takes into account the entire lifecycle, including stages such as awareness, consideration, purchase, repurchases, loyalty and churn. It seeks to understand the customer’s point of view and then to design interactions and experiences that make it easy for them to accomplish their objectives. 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