Episode 37 of Customer Journey with Fexingo explores a hidden layer in journey mapping: the interstitial touchpoint. Lucas and Luna discuss how moments between mapped stages—like the 47-minute gap between adding an item to cart and viewing shipping details—often determine conversion outcomes. Using a real example from a mid-market apparel brand, they show how one interstitial touchpoint (a sizing reassurance email triggered after cart abandonment) recovered 12% of lost revenue. They also introduce the 'transition tape' method for identifying these gaps, and warn against over-mapping which can create noise. Tune in to learn how to spot the critical in-between moments that most maps miss.

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