Marketing Automation Ignores Customer Grief Triggers

Marketing Automation with Fexingo: HubSpot, Marketo, and Automated Customer Journeys · Jul 11, 2026 · 11m · transcript

Episode 104 of Marketing Automation with Fexingo explores a sensitive but critical gap in automated customer journeys: grief triggers. Lucas and Luna discuss how major life losses—death of a spouse, miscarriage, loss of a parent—routinely land in generic marketing workflows, producing tone-deaf emails about anniversary sales or baby products. Lucas cites a 2025 study by the Customer Grief Institute finding that 73% of bereaved customers received automated marketing that felt insensitive, and 42% unsubscribed permanently. He contrasts weak approaches (suppression lists, basic opt-out) with…