CX In The Wild

Designing Change: The Power of Journey Maps

February 27, 2024 Dennis Wakabayashi Season 6 Episode 10
CX In The Wild
Designing Change: The Power of Journey Maps
Show Notes

Dave Seaton, CEO of Seaton CX, takes us through his innovative journey from a software engineer to a leading figure in customer journey mapping. Situated in Grapevine, Texas, Dave has revolutionized the way companies understand and improve their customer experiences. With a unique blend of technical expertise and a deep understanding of customer empathy, he crafts customized journey maps that don't just illustrate customer paths but catalyze significant organizational change.

This episode delves into Dave's methodology, emphasizing the importance of direct customer engagement and strategic problem-solving in creating effective journey maps. He shares insights into the transformative power of these maps, designed not only to be visually compelling but to drive empathetic understanding and action across all levels of an organization.

Listen as Dave discusses the challenges and triumphs of launching Seaton CX during the pandemic, leveraging the shift to remote work to pursue his passion for enhancing customer experience. His vision for 2024 is to expand his unique approach, the Dharma method, helping more businesses grow by genuinely meeting their customers' needs. Dave offers invaluable advice for executives on utilizing journey mapping to make impactful decisions. Join us for a fascinating conversation on the art and science of customer journey mapping with Dave Seaton.

Dave Seaton on LinkedIn: linkedin.com/in/daveseaton

Learn more about Simon's work at their website: seatoncx.com

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi