Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The One Touchpoint Journey Maps Almost Always Ignore, the Employee
In this episode of Customer Journey with Fexingo, Lucas and Luna tackle a blind spot in most customer journey maps: the employee touchpoint. They explore how a single negative interaction with a frontline employee can undo months of marketing spend, using the 2024 CrowdStrike outage as a case study. Lucas explains why most maps stop at the transaction and miss the human element, and why the employee experience directly shapes customer satisfaction. They discuss how companies like Apple and Zappos embed employee training into their journey maps, while others treat staff as invisible. The…
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