Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Generative AI Search Moment
In episode 57 of Customer Journey with Fexingo, Lucas and Luna explore a blind spot that's growing fast: the generative AI search moment. When a potential customer asks ChatGPT or Google's AI Overview for a recommendation, they get an answer — but the brand they end up with may never appear in a traditional journey map. Lucas breaks down why AI-generated summaries create a 'zero-click' touchpoint that sits outside the typical awareness phase, using the example of a mid-size D2C mattress company that saw 30% of its new traffic coming from AI search snippets it didn't…
The skinny
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