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 How do you get real business value from customer experience work?

Dave Seaton is a journey mapping expert who doesn't stop at sticky notes and emotional arcs. He helps companies identify operational and financial wins from their CX initiatives…with one client achieving a 9X(!) ROI.

In this episode, we talk about:

• How to tie journey mapping to real business impact
  
  
  
• Why empathy is great, but outcomes matter more
  
  
  
• What CX pros should do when leadership won’t listen
  
  
  
• Dave’s practical take on metrics, personas, and strategy
  
  
  

CX isn’t fluff. Dave shows us how to make it count.

CHAPTERS
 0:00 Meet Dave Seaton
 1:39 What “real CX work” looks like
 4:00 Journey mapping that drives 9X ROI
 7:00 Empathy vs. business outcomes
 9:23 CX leaders as internal consultants
 12:05 Fixing broken processes from journey maps
 14:40 When the boss won’t listen
 16:53 First Class Lounge
 19:28 From the military to CX
 22:18 Where to connect with Dave

Guest Links:
 🌐 Website: seatoncx.com
📘 Free Pathfinder Session: seatoncx.com/pathfinder
🍗 Chicken Dinner Club: chickendinnerclub.com
💼 LinkedIn: Dave Seaton
🎧 Podcast feature on Your Customer Your Success:
 Analyze First, Map Later – Dave Seaton’s Approach to Effective Journey Mapping

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I'm Rick Denton and I believe the best meals are served outside and require a passport.