Join journey mapping expert Dave Seaton, CCXP, to learn how to use his DARMA™ method to create customer journey maps that drive customer-centric change. We’ll have Q&A with Dave and then work through an exercise to discover how to align customer journey mapping activities with company goals to drive business outcomes.
Your Takeaways:
- What a customer journey map is, and why it still matters in 2025 despite what tech vendors are telling you.
- The 5½-step process for creating a compelling customer journey map that makes executives sit up and take notice.
- How to align customer journey mapping with company goals to deliver value.
Bio:
Dave Seaton is the award-winning CEO and Principal Consultant at Seaton CX, where he helps companies grow profitably by serving the needs of their customers.
He’s a customer journey mapping expert, and creator of the DARMA™ method for creating compelling customer journey maps.
His proudest moments on a project involved flying 4,768 miles, navigating rural Pennsylvania, and surviving a high-speed Uber ride down Bourbon Street to interview customers for a software company. Improving the customer journey based on those insights reduced customer churn by 66%.
When he’s not mapping customer journeys, Dave explores the Rocky Mountains with his family. He’s hiked 13 National Parks and has 50 more left to visit.
