Dave Seaton Email and Phone Number
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🗺️ 5+ 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.You're not alone. In fact, over half of all journey mapping projects fail.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 20-minute Journey Mapping Intro to learn more about applying DARMA™ in your organization.📆 Copy and paste into your browser to schedule: https://calendly.com/seatoncx/intro
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Founder And Community HostChicken Dinner ClubColorado Springs, Co, Us
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Ceo & Principal ConsultantSeaton Cx Jan 2021 - PresentGrapevine, Tx, UsWe help leadership teams understand their customers so they can make better business decisions. -
Vice President Customer Experience TransformationNthrive Jan 2019 - Jun 2021Plano, Tx, UsLed customer experience (CX) transformation for B2B SaaS company. Identified and executed strategic initiatives to improve customer’s experience. Led Voice of the Customer, Customer Journey Mapping, and Customer Success strategy including Product Adoption Management. Directed digital strategy team, lean six sigma black belts, service product management, and contact center.Key Accomplishments: ► Improved CSAT by 24% and CES by 28% year-over-year by transforming the customer support experience► Created and conducted a “Voice of Customer” research initiative to identify high-value customer service elements and benchmark organizational performance.► Won the North American Customer Centricity Award in the "Customer Insight and Feedback VOC" category based on an innovative customer research project.► Created Customer Success strategy and Product Adoption Management program that boosted customer ROI 2.5X► Improved employee engagement scores 18 percentage points across business unit with 92% of department indicating “this is a great place to work.”► Supported $8.1M FYNR sales win with the second-largest for-profit health system in US.► Saved $750K in-year and $1.5M annual net benefit by implementing “Right Shoring” globalization plan.► Managed $5M budget including direct labor, T&E, and vendor spend. -
Vice President Customer SupportNthrive Jun 2016 - Jan 2019Plano, Tx, UsTransformed operations and processes through a cultural transformation as leader of a global client support Center of Excellence (COE). The organization was comprised of 100+ support specialists, managers, and directors providing tier 2 & 3 support and services for 1100+ hospitals leveraging a Software as a Service (SaaS) Contract Management solution. Key Accomplishments: ► Delivered 44% cycle time improvement year-over-year.► Reduced operating costs $1.5M through operational efficiency improvement.► Reduced labor at 2:1 cost ratio by implementing a globalization strategy to leverage offshore capabilities.► Authored and presented leadership training on emotional intelligence, growth mindset, and leadership styles to support Managers up to Sr. Directors.► Collaborated with sales and legal teams to negotiate client support Service Level Agreements (SLAs) and develop customized service delivery models to drive revenue growth
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Sr. Director Customer SupportNthrive Apr 2014 - Jun 2016Plano, Tx, UsLed 40 agents and front-line managers responsible for data management and technical product support for a suite of SaaS healthcare revenue cycle management products. Developed Leadership Standard Work to drive process definition and daily accountability, including key metrics and weekly scorecards to track progress.Key Accomplishments: ► Reduced support backlog 82% in six months through a combination of process improvement, workload balancing, operational precision, and talent acquisition► Decreased customer's data error rate 91% by collaborating with channel partners.► Recovered $60k+ annually for add-on services by identifying revenue leakage.► Migrated 102 customer file feeds from a legacy FTP server to an enterprise SFTP server.► Designed training for 260+ employees on communication, business writing, and customer relations.
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Vice President Operational ExcellenceNthrive Apr 2013 - Apr 2014Plano, Tx, UsServed as an internal Lean Six Sigma consultant to lead and manage large scale transformation initiatives in the revenue cycle management enterprise. Key Accomplishments: ► Reduced backlog 35% and cycle time 23% year-over-year by enhancing efficiency of customer support incident management.► Redesigned incident management processes and workflows, communication guidelines, and incident resolution practices by facilitating Rapid Improvement Events and Kaizen workshops.► Leveraged A3 Problem Solving Methodology to solve root causes of lengthy TAT in data management incidents.► Coached and mentored leaders implementing a Team Performance Management Model to increase productivity, quality, and employee engagement.
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Director Customer SupportNthrive Feb 2012 - Apr 2013Plano, Tx, Us
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Manager, Software And SupportNthrive Mar 2010 - Feb 2012Plano, Tx, Us
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Software DesignNthrive Oct 2006 - Mar 2010Plano, Tx, Us
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Software Design IiTektronix Jan 2000 - Oct 2006Beaverton, Or, Us
Dave Seaton Skills
Dave Seaton Education Details
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Harvard Business School Executive EducationTransforming Customer Experiences -
Oklahoma State UniversityComputer Science
Frequently Asked Questions about Dave Seaton
What company does Dave Seaton work for?
Dave Seaton works for Chicken Dinner Club
What is Dave Seaton's role at the current company?
Dave Seaton's current role is Founder and Community Host.
What is Dave Seaton's email address?
Dave Seaton's email address is ds****@****ive.com
What is Dave Seaton's direct phone number?
Dave Seaton's direct phone number is +180178*****
What schools did Dave Seaton attend?
Dave Seaton attended Harvard Business School Executive Education, Oklahoma State University.
What skills is Dave Seaton known for?
Dave Seaton has skills like Agile Methodologies, Process Improvement, Software Development, Scrum, Sql, Sdlc, Software Project Management, Healthcare Information Technology, Agile Project Management, Leadership, Integration, Enterprise Architecture.
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