Recap: How experts plug their lifecycle leaks
See how experts are intentionally connecting the big moments (and the mini–moments that build them) without relying on inflexible, one-size-fits-all models.
TL;DW: A brief webinar recap
We sat down for a discussion with pros around the customer lifecycle and (spoiler alert) it leaks for everyone. And you fix it by building your journey around the moments that matter. Now let's bring that from concept ➡️ action.
A roundup of the key takeaways:
- The customer journey isn’t linear: successful teams build around human moments, not funnels.
- Talk to your customers to discover real “aha” triggers.
- Align data, teams, goals, and messaging around those moments.
- Embrace continuous engagement (everboarding) to prevent new leaks.
- Expansion works best when it’s contextual, timely, and emotionally intelligent.
Bring this concept to life by mapping your own magic moments on our Moments-Based Lifecycle Template. Use this template to
- Visualize your customer lifecycle
- Align teams on shared goals, opportunities, and ownership
- Design connected, personalized experiences that meet customers where they are
Who we heard from:
What we covered:
🔍 Why customer journeys leak and how to move from funnel thinking to moment-based growth.
💡 2025 Benchmark insights revealing the leakiest points in onboarding, retention, and expansion.
🧠 How top brands find their “magic moments” — the signals that predict customer activation and long-term value.
⚙️ Real-world playbooks from Breezeway, NorthOne, and DelightPath on aligning teams and data around shared outcomes.
🔄 The rise of “everboarding” and why ongoing customer education drives retention and expansion