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It is most important to identify the encounters that form the experience you’re creating for
people. You can call these encounters touchpoints, experience moments, service moments,
interactions... depending on where you come from and what field you work in.

It is most important to identify the encounters that form the experience you’re creating for
people. You can call these encounters touchpoints, experience moments, service moments,
interactions... depending on where you come from and what field you work in.

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