“If your customer journey map isn’t driving change, it’s just an art project.”

“Dave was an absolute joy to work with. He quickly got up-to-speed on the industry and very effectively converted the nay-sayers who confused journey mapping with process mapping. He brought all of our executives along and had them talking about the importance of the effort in no time. […] It’s doubtful that we would be where we are today – all of our executives having a deep understanding of our customers’ key experiences with us – if Dave had not gotten us off on the right foot. Dave is an expert in customer journey mapping and I would recommend him without hesitation.”

“I worked with Dave for roughly one year on a number of different projects. He is a true expert on a variety of Customer Experience areas and brings a fresh and thoughtful perspective to every conversation. In terms of project execution, he was incredibly organized, flexible, and consistently delivered high quality output. If you are looking for strategic or tactical help on your CX journey, I’d strongly recommend working with Dave.”

“My organization hired Dave to consult on CX. Dave was thorough and took the time to meet with us to better understand our organization, our CX team, and what we were looking for. He was incredibly easy to work with and made the process simple yet effective. The training went very well, and afterward, I received many messages from team members about how helpful it was. I would highly recommend working with Dave, his deep expertise is delivered in engaging, thought-provoking, and accessible ways.”

When I needed help thinking through my customer’s journey and overall customer experience, I immediately thought of Dave. And boy did it pay off. His questions-based approach helped me organize my thoughts and focus on what truly mattered – How the customer was feeling at the peak and end of their experience. I walked away with a north star to guide my customer’s journey and the entire process feels easier as a result. So if you’re stuck, have pages of ideas, but don’t know what to do next…call Dave. You’ll be happy you did!