Any interaction that takes place between a customer or potential customer and a company either in person or digitally, is called a Touchpoint. Touchpoints can be created, for example, via email, social media, websites, landing pages, advertisements, ordering and purchase, or even customer service.
It should be noted that the touchpoints do not refer to the channels, but rather to the specific and individual activities. The combination of all Touchpoints in chronological order is commonly referred to as the Customer Journey. A detailed knowledge of these forms the basis for improving your Customer Experience.