CUSTOMER EXPERIENCE CONSULTING
Customer journey maps that drive better business performance
Seaton CX helps leaders find and fix the friction driving customer churn and unnecessary cost to serve. Our proprietary DARMA™ method turns customer journey maps into clear decisions, aligned change, and business results.
For executives in Customer Experience, Marketing, Service, and Operations
TRUSTED BY
WHAT CHANGES
What changes when leaders can see the whole journey?
01
Clear Decisions
Give decision-makers clear customer evidence, so priorities are grounded in what customers actually experience.
02
Aligned Change
Give Marketing, Customer Experience, Product, Operations, and Service one shared picture of the journey, so teams stop optimizing in silos and start improving the experience together.
03
Business Results
Tie the friction in the customer journey to revenue, retention, and operating cost, so every improvement initiative has a clear business case.
Our Method
The DARMA™ method turns research into a map leaders can act on
Most journey maps get admired, saved to a SharePoint, and forgotten. Ours inspire action because they’re grounded in customer evidence, tell a compelling story, and give executive teams a clear path from insight to decision to change.
D
Define the Opportunity
Clearly define the problem to solve or opportunity to pursue.
A
Analyze the Current State
Analyze the current state based on available data and develop the journey hypothesis.
R
Research the Customer Experience
Conduct qualitative and quantitative research to discover the true customer experience.
M
Map the Journey
Analyze the research findings, develop customer personas, and map the customer journey(s).
A
Act on Insights
Identify and act on opportunities to improve the customer experience and generate business outcomes.
Services
How we serve
Flagship Service
Customer Journey Mapping
We create compelling customer journey maps using the DARMA™ method to inspire action, drive change, and improve business outcomes.
Training
Training & Certification
Equip your organization to map and manage customer journeys with confidence and earn your DARMA™ customer journey mapping credential.
Coaching
CX Leadership Coaching
One-to-one CX leadership coaching includes a blend of customer experience strategy, emotional intelligence, and leading by influence when you don’t have authority.
Where we have worked
Deep in B2B SaaS, proven across complex industries
We serve B2B, B2C, and B2B2C companies with roughly $100M to $1B in revenue.
B2B SaaS
Telecommunications
Healthcare
FinTech
Manufacturing
Test & Measurement
Education
Utilities
IT & Cybersecurity
Food & Beverage
Law
Non-profit Organizations
Oil & Gas
Insurance
Pathfinder
Start with a free journey map review
Pathfinder is our confidential and complimentary review of your customer journey map. Whether you’ve already finished your map or you’re starting from a blank page, you’ll get an expert read on where it’s strong, where it stops short, and what to do next.
Client Voices
What leaders say after the map
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
About OUR FOUNDER & CEO
Practitioner experience.
Consulting expertise.
Dave Seaton, CCXP, is an award-winning customer experience professional and Principal Consultant at Seaton CX, helping companies turn customer experience into better business performance.
He founded Seaton CX in 2021 after decades in B2B SaaS and technology, driven by a simple belief: customer experience isn’t just the right thing to do. CX is a competitive advantage.
Dave received the North American Customer Centricity Award, was inducted into the CX Hall of Fame, and co-authored the Customer Experience Book of Knowledge, published by the Customer Experience Professionals Association.
A proud resident of Colorado Springs, Dave is an avid hiker who loves exploring the National Parks—17 down and 46 more to go.
Trailblazer
Customer journey thinking, in your inbox
Trailblazer is the biweekly newsletter for brave CX leaders. Want to score buy-in, spur executives to action, cultivate customer-centric culture, bust silos, and lead change that serves the customer and grows the business? Subscribe.