Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Netflix Maps Emotional Resonance in Customer Journeys
We look at how Netflix shifted from tracking transactional clicks to measuring emotional resonance across the viewing experience. In this episode, we explore why knowing what a user watches tells you less than knowing how they feel while watching it. We break down the specific touchpoints where engagement metrics fail to capture loyalty drivers and how data teams are now integrating sentiment signals into their journey maps. This is a practical look at moving beyond surface-level analytics for deeper customer understanding.
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