The Touchpoint Where Journey Maps Ignore Employee Experience

Lucas and Luna explore how customer journey maps routinely ignore the employee experience touchpoint — and why that blind spot costs companies real revenue. They anchor on a 2025 study from the Temkin Group showing that companies with high employee engagement see 2.5x higher customer satisfaction scores. Using the case of a regional bank that mapped teller workflows alongside customer touchpoints, they show how fixing internal friction (like outdated CRM software and unclear escalation paths) directly improved Net Promoter Scores by 18 points in six months. They also unpack why most journey mapping tools lack an 'employee layer' and how to add one without bloating the process. The episode closes with a reflection on whether your next customer touchpoint problem is actually an employee experience problem in disguise. #EmployeeExperience #CustomerJourney #JourneyMapping #CX #EX #TemkinGroup #NetPromoterScore #Marketing #Touchpoint #ServiceDesign #CustomerSatisfaction #BusinessPodcast #FexingoBusiness #RetailBanking #DigitalTransformation #EmployeeEngagement #CustomerRetention #OperationalExcellence Keep every episode free: buymeacoffee.com/fexingo