CX Jeopardy

Step 1: Setup

• Materials Needed: A Jeopardy-style board with categories and point values, buzzers or bells for teams, scorekeeping tools.
• Room Preparation: Set up a game board either digitally projected or physically created with categories like 'Customer Insights', 'Pain Points', 'CX Innovations', 'Service Recovery', and 'Loyalty Programs'.

Step 2: Briefing Participants

• Explain the objectives: to test and expand participants’ knowledge of CX principles and best practices.
• Review rules: teams choose questions from categories, and points are awarded for correct answers. Incorrect answers may result in point deductions or opportunities for other teams to answer.

Step 3: Starting the Game

• Teams select their starting category and point value, and the facilitator reads the corresponding question.

Step 4: Answering Questions

• Teams buzz in to answer. Correct answers add points, while incorrect ones may allow other teams a chance to respond.

Step 5: Strategic Play

• Encourage teams to choose their questions strategically based on their confidence in the topic areas.

Step 6: Daily Doubles

• Include 'Daily Double' questions where teams can wager points based on their confidence in a category before hearing the question.

Step 7: Keeping Score

• The facilitator keeps track of scores and enforces time limits on responses to keep the game moving.

Step 8: Final Jeopardy

• In the final round, teams can wager any portion of their points on a single, challenging question in a category revealed only at that time.

Step 9: Winner Determination

• Scores are tallied after Final Jeopardy, and the team with the most points is declared the winner.

Step 10: Debriefing

• Discuss correct and incorrect responses to ensure clarity and understanding of CX concepts.

Step 11: Learning Reflection

• Facilitate a session where participants reflect on new information learned and discuss how it can be applied to their daily roles.

Step 12: Feedback Collection

• Gather feedback on the game’s effectiveness and enjoyment to make adjustments for future iterations.

Step 13: Follow-Up

• Plan a follow-up session or distribute additional materials that reinforce the game’s CX topics and encourage ongoing learning.

Step 14: Celebrating Success

• Recognize and reward the winning team, emphasizing the importance of continuous learning in CX.

Step 15: Continued Practice

• Encourage teams to engage in regular CX learning activities, possibly incorporating more game-like scenarios to keep the material engaging and top of mind.

CX Jeopardy offers a fun, interactive way to deepen understanding of customer experience principles, making it a valuable tool for ongoing education and team-building in customer-centric organizations.