Touchpoint
A touchpoint is a specific interaction between a person and an organisation, brand or service
What it means, how it is used and where it comes up, with its related concepts.
What it is and how it works
It can take place on a website, in a conversation, during a delivery or in a physical space. Analysing it requires understanding the moment in the journey and the need it must meet. Optimising an isolated touchpoint does not guarantee that the whole experience is consistent.