CX Game · Strategy

Touchpoint Twister

Touchpoint Twister is an interactive game that uses a Twister-like format to explore and discuss various customer touchpoints. Participants place hands and feet on colored spots that represent different stages of the customer journey, leading to discussions on how to optimize these interactions.

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Participants

2-8

Facilitators

Seniority

Any

Level

Easy

Learning Objective

Players can physically experience how disconnected and contorted a customer journey feels when touchpoints aren't designed together — and identify which interactions to simplify or connect.

How to Play

Setup

Lay a Twister-style mat (or floor markers) where each coloured spot is labelled with a customer journey stage — awareness, sign-up, onboarding, first use, support, renewal. Prepare a spinner or deck mapping body parts to journey stages.

Rules

The facilitator spins: "right hand — onboarding", "left foot — support", and so on.
Players place the called limb on the matching touchpoint while holding previous positions.
As the journey contorts the player, the facilitator pauses to ask what's happening to the customer at that stretch.
When a player falls, the group discusses which touchpoint "break" caused the collapse.
Rotate players; capture every touchpoint friction named on a flip chart.

Debrief

Spend ten minutes turning the laughter into insight. Ask three questions in order:

Which stretch between two touchpoints felt the most painful — and is it painful for real customers too?
Where in your journey do customers have to contort themselves because channels don't connect?
Pick one touchpoint hand-off. What would make it feel seamless instead of a stretch?

CX Principle Reinforced

Journeys are experienced as a whole, not as parts. Customers don't see your org chart — they feel the gaps between touchpoints your siloed teams own separately. The physical absurdity of Twister makes the cost of disconnected journeys visceral: every awkward stretch is a real hand-off where effort piles on the customer. The game reframes optimisation from polishing single touchpoints to connecting them, because perceived effort across the whole journey is what drives satisfaction.

Format

Format: In-person (physical mat) — best run as an energiser
Players: 2-8
Duration: 25–35 minutes
Level: Easy

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