Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Chatbot Handoff Moment
In Episode 111 of Customer Journey with Fexingo, Lucas and Luna drill into the single most abandoned touchpoint in modern journey maps: the chatbot-to-human handoff. Using a real example from a mid-size insurance carrier that lost 22% of its quote completions at the transfer point, they unpack what goes wrong when the handoff lacks context, tone, or speed. Lucas cites a 2025 Zendesk benchmark showing that 68% of customers who reach a handoff never complete the intended action if they have to repeat information. Luna pushes back on the assumption that chatbots are always the problem—sometimes…
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