WELCOME TO THE CX SHOP
The CX Leadership Game
EXECS CAN HAVE FUN & LEARN TOO!
The CX Leadership Game is an interactive business board game, designed to raise awareness of senior leadership to the many facets involved in satisfying an end-to-end customer journey
Watch the Customer Journey Game in action :
Although the game is designed to be fun, it's primary objective is to highlight the fundamental decisions and actions that leadership need to take in order to drive a CX Strategy throughout an organisation.
The CX Leadership Game is designed to initiate a customer experience culture at a strategic level. Once leadership have identified the key objectives of the CX Strategy, these are passed on to the Management team, who play the Customer Journey Game and attend customer journey mapping workshops to establish the current customer journey state and identify improvements for the ideal future customer journey. Once Management have identified and implemented the necessary improvements for an improved customer journey, then frontline staff play The Customer Service Game, which will be directly in line with the strategic objectives laid out by the Board or Exco, the customer journey improvements implemented by Management and the brand promise made by marketing.
CX Leadership Game objectives:-
- Highlight the difference between customer service & customer experience
- Raise awareness of the end-to-end customer journey
- Identify critical touch points and pain points that influence customer decisions
- Realignment of focus on customer retention as a strategic objective
- Critical decisions that need to be made to support a CX Strategy
- Identification of strategic objectives
- Allocation of funding and resources to support the CX Strategy
- Adjustment of KPI's to shift focus to reward on customer satisfaction levels
- Allocation of funding & resources for People improvements
- Allocation of funding & resources for Process improvements
- Allocation of funding & resources for Technology improvements
- and many more
- Delivery 7 - 10 days from date of order / payment