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HBO and The Ringer's Bill Simmons hosts the most downloaded sports podcast of all time, with a rotating crew of celebrities, athletes, and media staples, as well as mainstays like Cousin Sal, Joe House, and a slew of other friends and family members who always happen to be suspiciously available.
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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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✅Subscribe to the CX Passport YouTube channel: youtube.com/@cxpassport
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I'm Rick Denton and I believe the best meals are served outside and require a passport.
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