The multi-channel customer journey refers to the process a consumer goes through when interacting with a company or brand across multiple channels, such as in-store, online, social media, and mobile. This journey encompasses all touchpoints and experiences a customer has with a company, from initial awareness to post-purchase interactions. It recognizes the diverse ways in which customers engage with a brand and aims to provide a seamless and consistent experience across all channels. By understanding and optimizing the multi-channel customer journey, businesses can effectively engage and retain customers, leading to increased satisfaction and loyalty.