CXotR: Journey Map or Process Map? What's the Difference?

Jun 10, 2025

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By Dave Seaton

Stakeholders often confuse customer journey mapping with process mapping. This article from Seaton CX explains the key differences between a customer journey map and a process map and how to leverage both tools together to improve customer experiences.... Read the Full Article

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June 18th 11:00 ET

Monthly Meeting: Navigating Accelerating Change in CX

With Guest Speaker: Nate Brown

Building a Compelling Business Case for Executive Buy-In: A Guide for Directors

By Skip Picciano

As a Call Center Director, you may recognize the need for new technology, refined processes, and additional personnel to meet rising demands and stay competitive. Your executive team, may instead, want you to just “make do” with the current state of operations.

Gaining approval from executive leadership requires a data-driven business case that demonstrates value. Here's a 10-Step Guide to crafting a business case you can present it to leadership and secure the necessary buy-in....Read the Full Article

Article 3: Empowering Employees to Deliver Exceptional AI-Augmented Service

By Chris Hodges

In the rush to automate, it’s easy to overlook the human beings delivering your brand promise. But here’s the truth: the most exceptional customer experiences don’t come from AI—they come from humans empowered by AI.... Read the Full Article

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