Customer Experience Journey Game
Designing the Experience Through the Customer’s Eyes
Overview
The Customer Experience Journey Game is an immersive, hands-on learning experience that enables teams to step into the customer’s perspective and experience the organization through the customer journey. Rather than discussing customer experience conceptually, participants interact with journey stages, touchpoints, emotions, and decisions as part of a structured game.
The experience reveals how everyday processes, behaviors, and decisions shape customer perception—often in ways teams do not anticipate.
What the Experience Delivers
Participants gain a shared understanding of the end-to-end customer journey, identifying moments that matter, friction points, and opportunities for improvement. The game highlights emotional highs and lows, gaps between intention and experience, and the impact of internal silos on customer satisfaction.
Teams leave with clearer priorities for improving experience consistency and value delivery.
How the Game Works
Participants work in cross-functional teams to map customer journeys across key stages and touchpoints. Using game elements, teams simulate customer interactions, make decisions, and experience outcomes from the customer’s perspective.
Guided facilitation encourages reflection on how internal processes, communication, and ownership influence the customer experience at each stage.
Who It’s For
This workshop is ideal for customer-facing teams, service and operations teams, marketing and sales, leadership teams, and organizations seeking to strengthen customer-centricity across functions.
Learning Approach
Learning is driven through experiential gameplay, role-based simulation, collaborative mapping, and facilitated debriefs. Participants learn by experiencing the journey, not just analyzing it.
Organizational Value
Organizations benefit from stronger customer-centric alignment, improved journey design, reduced experience breakdowns, and teams that understand how their roles contribute to overall customer perception and loyalty.
