The One With The 9X ROI - Dave Seaton E221

What's on your mind? Let CX Passport know...  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 If you like CX Passport, I have 3 quick requests:  ✅Subscribe to the CX Passport YouTube channel: youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter: cxpassport.kit.com/signup ✅Bring 🎙️🎬CX Passport Live to your event: www.cxpassportlive.com I"m Rick Denton and I believe the best meals are served outside and require a passport.