How Customer Journey Maps Miss the Social Listening Gap

Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing · Jun 17, 2026 · 8m · transcript

Lucas and Luna explore a blind spot in most customer journey maps: the social listening gap. They examine how brands overlook the unstructured chatter on platforms like Reddit, X, and TikTok where customers discuss problems, workarounds, and competitors before ever hitting a brand's owned channel. Using the case of a mid-size software company that scanned subreddits to discover a feature request driving churn, they show how layering social listening onto traditional journey mapping can reveal early signals. The episode walks through the company's process: finding the thread…