Customer Journey vs Experience Maps: What’s the Difference?

© 1987 — Twentieth Century Fox

“You keep using that word. I do not think it means what you think it means.”

– Inigo Montoya, The Princess Bride

People often use “customer journey” and “experience maps” interchangeably, but that’s confusing and inaccurate. It’s time to set the record straight. They are very different, and I’ll tell you why.

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