CX Treasure Hunt

Step 1: Setup

• Materials Needed: Clue cards, treasure items (small prizes or symbolic rewards), map of the play area (office layout or virtual map), customer journey touchpoints data.
• Room Preparation: Pre-arrange the play area with hidden treasures at specific locations that correspond to customer journey touchpoints.

Step 2: Briefing Participants

• Explain the purpose of the game: to explore and understand the importance of various customer journey touchpoints.
• Distribute maps and the first set of clues to each team.

Step 3: Starting the Game

• Teams start at a common point and use their first clue to find the initial touchpoint, where the next clue is hidden.

Step 4: Progress Through Clues

• Each clue leads teams to a location that represents a touchpoint in the customer journey. Clues are solved by answering questions or completing tasks related to customer interactions at that point.

Step 5: Interactive Challenges

• Some touchpoints may involve interactive challenges that require teams to perform a task mimicking a real customer service scenario.

Step 6: Collecting Treasures

• Upon successfully completing challenges and solving clues, teams collect treasures which are tokens representing deep customer insights or successful touchpoint management.

Step 7: Navigating the Customer Journey

• As the hunt progresses, the clues and tasks grow more challenging, requiring a deeper understanding and innovative thinking related to improving customer experiences.

Step 8: Final Touchpoint and Treasure

• The final clue leads teams to a 'critical' touchpoint, solving which reveals the ultimate treasure—a major insight into customer satisfaction.

Step 9: Team Presentations

• Teams present their journey, discussing what they learned at each touchpoint and how the treasures (insights) collected can enhance the overall customer experience.

Step 10: Debriefing

• Facilitate a group discussion on the importance of each touchpoint and the role it plays in customer retention and satisfaction.

Step 11: Reflection and Learning

• Encourage participants to reflect on how they can apply the insights gained from the treasure hunt to their daily responsibilities.

Step 12: Feedback Collection

• Collect feedback on the game's design and execution to improve future iterations.

Step 13: Follow-Up

• Plan a follow-up session to assess how teams have implemented the insights in their work areas.

Step 14: Celebrating Success

• Recognize and reward teams or individuals who demonstrated outstanding problem-solving abilities and understanding of customer touchpoints.

The CX Treasure Hunt not only makes learning about customer experience fun and engaging but also instills a practical understanding of how every touchpoint can be optimized to enhance customer satisfaction.