Episode 33 of Customer Journey with Fexingo: Lucas and Luna unpack the overlooked emotional transitions that customer journey maps often skip—the subtle shifts in feeling that happen between touchpoints. Using two specific cases—a consumer electronics warranty renewal and a B2B software trial expiration—they show how mapping affective states, not just actions, can prevent churn and unlock retention. The hosts also discuss a simple addition to any journey map: an emotional heatmap layer. Practical, data-backed, and grounded in examples you can apply today.

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