The omnichannel customer journey refers to the seamless and integrated experience a customer has while interacting with a brand across multiple channels, both online and offline. This includes the various touchpoints a customer may encounter, such as social media, websites, physical stores, and customer service, all working together to create a cohesive and personalized experience. The goal of an omnichannel customer journey is to provide a consistent and convenient experience for the customer, regardless of the channel they choose to engage with, ultimately leading to increased customer satisfaction and loyalty.