Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Journey Map Misses the Voice Customer Journey
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a critical blind spot in journey mapping: the voice customer journey. They dissect how mobile carriers like Verizon and T-Mobile lose customers at the IVR handoff, citing a 2026 JD Power study showing that 65% of callers hang up during automated transfers, costing carriers an estimated $3.2 billion annually in churn. Lucas explains why most maps treat phone support as a single 'call center' touchpoint, ignoring the cascading friction of language detection, menu depth, and hold time. Luna asks about better…
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