Step 1: Setup
- Materials Needed: Challenge briefs detailing real CX issues, tools for creating presentations (software, flip charts), resources for research (access to customer data, market trends), timers.
- Room Preparation: Set up areas for team discussions and presentations, along with a central area for challenge briefings and final presentations.
Step 2: Briefing Participants
- Explain the game’s objectives: to develop actionable solutions for real customer experience challenges.
- Review the rules: Teams will have limited time to prepare their proposals and must use only the resources provided.
Step 3: Starting the Game
- Distribute CX challenge briefs to each team, outlining specific issues that need addressing.
Step 4: Research and Planning
- Teams use the initial phase to research the problem, utilizing provided customer data and market trends to understand the issue deeply.
Step 5: Ideation
- Teams brainstorm potential solutions, focusing on creativity, feasibility, and impact. Encourage thinking outside the box.
Step 6: Solution Development
- Using insights from brainstorming, teams develop comprehensive strategies, including implementation plans, budgets, and expected outcomes.
Step 7: Preparation for Presentation
- Teams prepare a persuasive presentation to showcase their solution, highlighting how it addresses the core CX issues effectively.
Step 8: The Pitch
- Each team presents their solution to a panel of judges (facilitators and potentially senior management), arguing for the viability and impact of their proposal.
Step 9: Judging and Feedback
- The panel reviews each presentation, provides feedback, and scores based on innovation, practicality, and potential impact on customer satisfaction.
Step 10: Debriefing
- Conduct a debrief session where teams can discuss what they learned from the experience, the feedback received, and how they might apply these insights in their actual roles.
Step 11: Learning Reflection
- Facilitate a reflection where participants consider how the game changed their perspective on addressing customer needs and CX challenges.
Step 12: Feedback Collection
- Collect feedback on the game’s design and execution to improve future editions.
Step 13: Follow-Up
- Plan follow-up sessions where teams can report on the implementation of accepted solutions and their outcomes in real-world settings.
Step 14: Celebrating Success
- Acknowledge and reward teams or individuals who provided the most innovative and effective solutions.
Step 15: Continued Practice
- Encourage ongoing CX improvement initiatives within the company, using regular challenges to keep teams engaged and proactive.
The CX Challenge game not only engages employees in solving real problems but also aligns team efforts with broader business goals, fostering a culture of continuous improvement and customer-centric innovation.