A customer journey covers a person’s interactions with a business across different channels and stages. These can include seeing an advert, visiting a website, buying and contacting the service team. People can take different routes and interact in a different order. Source: Salesforce Trailhead: Customer journeys

Map one real type of trip

Choose a recognisable scenario, such as a family requesting a tailor-made holiday. Map discovery, enquiry, quote, booking, preparation, travel and return. Add the customer’s question and the responsible team at each step so the map shows what needs to happen.

Check the handovers

Walk through the scenario with colleagues who receive the enquiry and support the booking. Note where details must be repeated or a next step is unclear. Use those observations to choose an improvement that addresses a specific handover.

Written and updated by Travelgenix. Sources checked on 19 October 2026. Practical advice and examples are Travelgenix editorial guidance.