CX Escape Room: Customer Journey Breakout

Step 1: Setup

• Materials Needed: Props for room setup (keys, locks, puzzle pieces, customer feedback forms, etc.), timer.
• Room Preparation: Arrange the room to simulate different stages of the customer journey such as awareness, consideration, purchase, and post-purchase. Each area should have puzzles or tasks that metaphorically 'lock' the participants in the stage until solved.

Step 2: Briefing Participants

• Explain the goal: to advance through stages of the customer journey by solving puzzles related to typical customer experiences.
• Review the rules: no phones, hints are available but cost time, teamwork is essential.

Step 3: Starting the Game

• Begin in the 'awareness' stage. Teams start with a puzzle that, when solved, gives insight into customer initial engagement.

Step 4: Advancing Through Stages

• As each puzzle is solved, teams move to the next customer journey stage. Each stage's puzzles grow progressively complex, reflecting deeper customer experience insights.

Step 5: Final Challenge

• The last stage involves a comprehensive challenge that synthesizes all prior stages, requiring participants to apply everything they've learned to proceed.

Step 6: Moderating the Game

• The facilitator monitors progress, offers limited hints when teams are stuck, and ensures that each team remains engaged and on track.

Step 7: Debriefing

• After escaping, teams regroup to discuss each stage's challenges and insights. The facilitator leads a discussion on how these insights apply to real-world customer experiences.

Step 8: Feedback Session

• Participants provide feedback on the game experience, which is crucial for iterating and improving future sessions.

Step 9: Reflection and Learning

• Facilitator guides a reflection session to reinforce the lessons learned and discusses how to apply these insights to improve actual customer journeys in their respective roles.

Step 10: Follow-Up

• Participants receive a summary of the game insights and a follow-up questionnaire to assess the long-term impact of the training on their work performance.

This game is structured to ensure that participants not only learn about the stages of the customer journey in a memorable way but also apply this understanding to enhance the real-world customer experience effectively.