Services
Customer journey expertise, built for business results
From hands-on customer journey mapping to training and CX leadership coaching, we give teams the expertise, tools, and guidance to understand the customer experience and turn what they learn into meaningful business results.
Flagship Service
Customer Journey Mapping
Get the clarity you need to make the right decision
You have a business objective, but not enough clarity about what customers experience, where the journey breaks down, or where your limited resources will have the greatest impact. Big decisions shouldn’t be based on assumptions about what customers want or need. Seaton CX uses customer research and journey mapping to replace assumptions with evidence, and turn that evidence into decisions, action, and measurable business results.
How it works
Our 5-step journey mapping method
We developed DARMA™ from years of mapping customer journeys in B2C, B2B, and B2B2C environments.
DARMA™ is an acronym for the five steps in our journey mapping method. Change management is woven through all five steps. When we reveal the final map, heads are nodding because the skeptics have been involved since step one.
D
Define the Opportunity
We establish the business objective, project scope, desired outcome, and the people who need to be involved.
A
Analyze the Current State
We review available data, interview internal stakeholders, and develop a hypothesis about the current customer journey.
R
Research the Customer Experience
We develop the research approach, recruit customers, and conduct and analyze recorded customer interviews to uncover what customers actually experience. We discover the friction, unmet needs, and critical moments that may be difficult for your organization to see from the inside.
M
Map the Journey
We turn the research into customer personas and journey maps that reveal where the experience is working, where it breaks down, and where improving it could have the greatest impact on customers and business performance.
A
Act on Insights
We bring the journey to life with a compelling map reveal, customer video clips, and highlight reels that put the customer’s voice directly in front of decision-makers. Then we identify and prioritize opportunities, develop business cases and an action plan, and establish a roadmap for change.
DARMA™ projects include
Built around your team
Choose the engagement model that fits your organization.
Done for you
We lead the project, research, analysis, mapping, and action planning. Your team provides access, context, helps recruit customers for interviews, and makes the decisions only you can make.
Done with you
We work alongside your team, providing researchers, analysts, designers, and journey-mapping expertise while your people participate throughout the process and build capability along the way.
How long does it take?
A typical engagement takes 16–24 weeks, depending on the journey, research scope, and your team’s availability.
We recommend 20–30 customer interviews for an end-to-end journey or 15–20 interviews for a more focused journey.
16–24
weeks, for a typical engagement
20–30
customer interviews, end-to-end journey
10–15
customer interviews, focused journey
The map is not the finish line
Once you can see what customers experience, the question becomes: what are you going to do about it?
We can hand the action plan and roadmap to your internal team or stay involved to manage the implementation and turn the opportunities we’ve identified into measurable change.
Results
Journey mapping work with Seaton CX has helped clients achieve:
66%
reduction in customer churn YoY
contributing to approximately $1M in ARR retained
81%
improvement in issue resolution time in 3 months
27%
reduction in average handle time
shaving 3:30 off the average call
24%
improvement in customer satisfaction YoY
Client Voices
Dave is an expert in customer journey mapping and I would recommend him without hesitation. All of our executives now have a deep understanding of our customers’ key experiences with us.
Alyson Bloch,
Director of Customer Experience
Two and a half days of hands-on work to produce current state, future state, and a path to get there. Feedback from the team was tremendous.
Brian Dunbar
Vice President and General Manager, Global Services
Dave immediately established himself as a CX expert with a methodical and clear process. He exceeded my expectations as a partner and was truly a pleasure to collaborate with.
Julie Sullivan
Vice President, Marketing
Pathfinder
Start with a free journey map review
Pathfinder is a complimentary, confidential review of your customer journey map. Whether you’ve already finished a map or you’re starting with a blank page, you’ll get an expert read on where it’s strong, where it stops short, and what to do next.
Training
Training & Certification
Equip your organization to map and manage customer journeys with confidence and earn your DARMA™ customer journey mapping credential.
What to expect
Client Voices
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.
ANGELEEN ROHDA, CCXP
Coaching
CX Leadership Coaching
One-to-one CX leadership coaching that includes a tailored blend of customer experience strategy, emotional intelligence, and leadership by influence (when you may not have the authority).
What to expect
Client Voices
Dave has been a trusted thought partner as I navigated my first year in a new organization. He challenges my thinking on strategy and organizational design while striking the right balance between listening, advising, and giving me space to lead. His coaching has sharpened how I prioritize, influence, and drive impact at the executive level.
Danielle montano, vp of customer experience