Customer Conundrum
Customer Conundrum is a dynamic game that challenges teams to solve complex customer scenarios using limited resources and under tight time constraints. It encourages critical thinking, teamwork, and effective resource management.
Learning Objective
Teams solve complex, ambiguous customer scenarios with deliberately limited resources and time, building decision-making and prioritisation skills under pressure.
How to Play
Setup
- Hand each team a thorny customer scenario with conflicting goals and incomplete information.
- Give them a fixed, scarce set of 'resource' tokens (time, budget, headcount) to spend.
- Set a visible countdown clock.
Rules of play
- Teams must reach a defensible resolution before the clock runs out.
- Every action costs resource tokens; teams cannot do everything.
- Facilitators can introduce a complication at the halfway point.
- Teams present their resolution and the trade-offs they accepted.
Debrief
- What did you choose not to do, and was that the right sacrifice?
- How did scarcity change the quality of your decisions?
- Which real customer situations force the same kind of triage on your team?
CX Principle Reinforced
Real customer problems rarely arrive with enough time, budget or information to solve them perfectly. Excellence in CX is often about intelligent triage rather than ideal solutions.
Practising under scarcity builds the judgement to prioritise the few actions that most change the customer's outcome, instead of spreading effort thinly across everything.
Format
- Participants: 2-8
- Facilitators: 1
- Seniority: Any
- Level: Hard
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