Customer Journey Maps That Drive Business Results

I help CX leaders create journey maps that align teams, prioritize initiatives, and build the business case for change.

Contact Me

Customer Journey Maps That Drive Business Results

I help CX leaders create journey maps that align teams, prioritize initiatives, and build the business case for change.

Contact Me

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It’s All About the Journey

We believe that understanding the customer journey is the foundation for successful business transformations that produce financial outcomes.

When you understand the interactions that matter most to customers—the Moments of Truth—you make informed decisions about where to invest your limited resources to achieve the greatest results.

Customer Journey Mapping

Customer Journey Maps are a strategic foundation for customer experience management and a critical change tool for organizational alignment.

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Customer Experience Transformation

Our CX Transformation Framework focuses on vision, alignment, and execution to guide companies toward customer-centricity.

Dave Seaton, CCXP

CEO AND PRINCIPAL CONSULTANT

Incredible experiences don’t happen by accident—they’re intentionally designed. When you understand the customer journey, you can prioritize the experiences that matter most.

I’m proudest of a project where I flew 4,768 miles, got lost in rural Pennsylvania, and survived a high-speed Uber ride down Bourbon Street to interview customers for a B2B SaaS company. Using those insights, I transformed the customer experience and reduced churn by 66%.

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Latest Articles

Create a Customer Journey Map with the DARMA™ MethodMay 16, 2024
Create a compelling customer journey map with the DARMA™ method. Discover deep customer insights, prime your company for change, and generate positive ROI.
5 Must-Have Elements for Customer Journey MapsFebruary 19, 2024
While each customer journey map is different, these 5 elements must be on every map.
Journey Map or Process Map? What’s the Difference?February 7, 2024
Understand the difference between a customer journey map and a process map, and key elements of each.