Dave Seaton, CCXP
@seatoncx
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We Empower CX Leaders to Deliver 9X ROI from Customer Journey Mapping with the DARMA™ Method
Colorado Springs, CO
Joined January 2020
What would you tell your 20-year-old self if you could? I❤️what @seatoncx says: "Go get a mentor. Don't try & figure everything out by yourself." Hear more 🎧🎥 HBD, Dave! 🌟🎂 Appreciating you extra today #DoingCXRight #Podcast episode coming soon🚀 https://t.co/7pJEiogE0T
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It's time to look into the future to understand where the industry is heading - and be prepared. CEO of Seaton CX & Principal Analyst @seatoncx shares insights into where he believes the future of the workforce will go. Discover more insights in our latest report, CX Horizons.
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5 Stakeholder Types CX Can’t Afford to Ignore
seatoncx.com
CX leaders must identify and manage 5 types of stakeholders to lead successful customer experience transformations.
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Would love to see you at my @CallCenterICMI Expo session on the empathetic approach to getting stakeholder buy-in!
invt.io
Register now
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For more detail on customer experience measurement, read my blog article:
seatoncx.com
Go beyond surveys and measure the customer experience using four types of customer data and your customer journey map.
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4. Sentiment Data: yeah, surveys. And social media. And online reviews. And support tickets. And feedback from your contact center agents who talk to customers every day. All of these are valuable—as long as they work together to inform the health of the customer journey.
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3. Financial Data: how customer experience translates into dollars. Metrics like payment timeliness, contract renewals, customer acquisition costs, and lifetime value give a quantifiable measure to the customer experience.
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2. Operations Data: how your organization performs. Consider metrics like call center response times, product quality, or the speed of order fulfillment. These offer invaluable insights into friction points in the customer journey.
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1. Behavior Data: what customers actually do (or don't do) The best thing about behavior data is you don’t have to ask customers for it. There are no surveys to send. Look at what customers are doing as they interact with your product or service along the customer journey.
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Knowing how to measure the #CustomerExperience begins with understanding the customer journey though your customer journey map. Then, use these 4 types of data: 🧵
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How to Measure the Customer Experience
seatoncx.com
Go beyond surveys and measure the customer experience using four types of customer data and your customer journey map.
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Zero Day. The day I cracked the dreamcode and freed myself from AI’s control. Now my dreams are my own. Stream my new track on all the appz. https://t.co/fScgy4pkXt via @DittoMusic
ditto.fm
Listen to Zero Day
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New release: Automat available now on all major music platforms https://t.co/nrMfIk8FfG via @DittoMusic
ditto.fm
Listen to Automat
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It's a darn shame this is the last video in the GenAI/Agent series. but the good news is that there is 𝘱𝘭𝘦𝘯𝘵𝘺 more content to come from @seatoncx. Also, he wrote a killer article to accompany this series, so make sure you've read that as well. https://t.co/2kOq9w3Ro4
linkedin.com
Improving the Agent Experience with Generative AI—number 5! "I love writing product defect reports!" said no one. Ever. So let the machines do it. (Pause the video and steal my prompt engineering...
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@seatoncx shared an incredible tip on improving the customer experience: Use AI to translate technical terms into something 𝗲𝗮𝘀𝗶𝗹𝘆 𝘂𝗻𝗱𝗲𝗿𝘀𝘁𝗼𝗼𝗱 by your customer base. https://t.co/MtKLxLUN6m
linkedin.com
Improving the Agent Experience with Generative AI—number 4! Next time your agents get a cryptic explanation from Roger in IT... Ask GenAI to "interpret it in layman's terms." Your agents—and your...
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Knowledge-centered service is crucial for excellent customer interactions. But what if your data is wrong or missing entirely? @seatoncx continues to explore how generative AI and agents can collaborate for a better experience. https://t.co/C8i7uoy312
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Who else is going to this discussion tomorrow on employee training in the age of AI?
vistio.io
Vistio's workflow management software gives your contact center agents everything they need to be more efficient, effective, accurate—and happy.
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Great conversation with @seatoncx on this episode of #CoffeeTalkWithBrohawk. @seatoncx shared some great insights on this episode! I appreciate the generosity of time from my guests! https://t.co/PJkhp60jm0
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