Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Offline Sales Rep Handoff
In this episode of Customer Journey with Fexingo, Lucas and Luna discuss a blind spot in most journey maps: the handoff from online inquiry to offline sales rep. Using the example of a mid-market SaaS company that lost 40% of leads during that transition, they explore why this moment gets overlooked, how rep behavior creates friction, and what a simple 'handoff audit' revealed. Lucas shares data from a 2025 Gartner report showing that 68% of B2B buyers report a negative handoff experience, and Luna challenges whether journey maps that stop at 'demo scheduled' are missing…
The skinny
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