Seaton Cx

6+ years mapping customer journeys to develop our customer journey mapping process Our clients have used this process to create customer journey maps with confidence, win c-suite buy-in, drive customer-centric change, and deliver a 9X return on investment in CX. Are you struggling to create a customer journey map? You feel like you’re flying blind. You worry that it’s irresponsible to be running a CX program without journey maps. It seems like journey mapping should be simple, but when you try, it becomes overwhelmingly complex. You’ve downloaded countless journey mapping templates from the internet and fill them out—but you have no confidence in the map you’ve created. Or, you never finish it because there’s always an emergency or a fire to fight. In fact, 71% of customer journey maps fail.(TSIA, 2022) You don’t have the project plans, discussion guides, team skills, software applications, or experience to complete the journey map, get buy-in, and drive change. And with all the layoffs in CX, you feel like you’ve got one chance to get it right. The truth is, the customer journey mapping process is more important than the map itself. I created the DARMA™ method for creating customer journey maps after 5+ years of mapping in B2C, B2B, and B2B2C. What happens when you follow DARMA™? You understand the problem you’re solving and its value to the company You engage stakeholders at every step of the process, so you never have to worry about buy-in You create a compelling customer journey map that drives change You win C-suite support for CX by showing a Return on Investment (ROI) Schedule a Journey Mapping Pathfinder Session to learn more about applying DARMA™ in your organization. Copy and paste into your browser to schedule: