CX Game · Innovation

Experience Enhancer

Experience Enhancer is a competitive game where teams identify poorly rated aspects of the customer journey and brainstorm practical enhancements. This game encourages innovation and critical thinking in improving customer satisfaction.

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Participants

2-8

Facilitators

Seniority

Any

Level

Medium

Learning Objective

Teams compete to find the weakest-rated moments in a customer journey and brainstorm practical, shippable enhancements that lift satisfaction.

How to Play

Setup

Provide teams with journey data showing satisfaction or effort scores per stage.
Highlight the lowest-rated touchpoints as the playing field.
Give each team an idea canvas with Impact and Effort axes.

Rules of play

Teams generate as many enhancement ideas as possible for the weak touchpoints.
Each idea is plotted by impact and effort; only high-impact ideas advance.
Teams must turn their top idea into a one-week experiment.
The room scores ideas on feasibility and customer impact.

Debrief

Which low-rated touchpoint had the highest-impact, lowest-effort fix?
How many ideas were genuinely shippable next week?
What stops your real team from fixing these known weak points?

CX Principle Reinforced

Customer satisfaction is dragged down most by its weakest moments, not lifted by its average. Targeting the lowest-rated touchpoints yields the fastest experience gains.

Forcing ideas through an impact/effort filter keeps brainstorming honest, separating the satisfying-but-hard from the unglamorous fixes that actually move the score.

Format

Participants: 2-8
Facilitators: 1
Seniority: Any
Level: Medium

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