Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Password Reset Touchpoint
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a critical yet overlooked touchpoint: the password reset flow. Drawing on a case study from a major retail bank that lost 12% of new mobile app users at the reset screen, they unpack why journey mapping often skips authentication moments. They discuss how friction here can tank conversion, erode trust, and even trigger churn — and how a simple redesign (swapping email-only reset for SMS-based one-time codes) cut drop-off by 60%. They also touch on the emotional cost: frustration at login can linger long after the reset…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.