Building a customer journey
A customer journey is used to describe and organize all service interactions between the enterprise and a persona for a given result.
A customer journey is associated with a persona. Therefore, a customer journey can be created in three different ways:
• From a persona or a persona group,
• From a customer journey group,
• Directly from the Customer Journey navigation menu.
Creating a customer journey
To create a customer journey from the Customer Journey navigation menu:
1. Select Customer Journey > Customer Journeys > List.
The list of customer journeys appears.
2. Click the New button.
The Creation of Customer Journey window appears.
3. Enter its Name.
4. Click OK.
The customer journey appears in the customer journey list.
Connecting a customer journey to a persona
To connect a persona to a customer journey:
1. Access the property page Characteristics > Details of a given persona.
2. Connect an existing persona or create a new one in the field Persona.
Connecting a customer journey to a business line
To connect a business line to a customer journey:
1. Access the property page Characteristics > Business lines of a given customer journey.
2. Connect an existing business line or create a new one.
Creating a customer journey group
A customer journey group consolidates the journeys that comply with similar criteria.
To create a customer journey group:
1. In the navigation bar, select Customer Journey > Customer journeys > Hierarchy.
The list of customer journey groups appears.
2. Click
New > Customer Journey Group 
.
The Creation of Customer Journey Group window appears.
3. Enter the Name.
“Sports holidays” and “cruises”, for example.
4. Click OK.
The customer journey group appears in the list of customer journeys.
Using the Characteristics properties page of the customer journey, you can then connect the customer journey to the group.