When considering the customer’s experience, you should think about all the or "moments of truth" that define the quality of a customer’s experience and the authenticity of a company’s brand promise.

The correct word for the blank space is: touchpoints.

Explanation:

The touchpoints of a brand refer to the elements from which people obtain an impression from the brand. In such a case any tangible or intangible element that gets in touch with the clients in the form of packages, smellings, delivery time or customer service over the phone, just to mention a few, are used by consumers to judge brands and have an idea of what they can provide.

Touchpoints push companies to take care of their brand in detail reviewing their products meticulously.

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