CX Game · Journeys

CX Treasure Hunt

CX Treasure Hunt is an interactive game that transforms the concept of a traditional treasure hunt into a journey through customer experience touchpoints. Participants solve clues based on real customer interactions that lead them to hidden 'treasures' around the office or virtual environment.

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Participants

4-12

Facilitators

Seniority

Any

Level

Medium

Learning Objective

Teams follow clues built from real customer interactions to 'discover' touchpoints across the journey, learning how each moment contributes to the whole experience.

How to Play

Setup

Hide clue stations around the office or virtual space, each representing a customer touchpoint.
Write clues as real customer quotes or interaction snippets that point to the next touchpoint.
Give teams a map to stamp as they correctly identify each touchpoint's role.

Rules of play

Teams decode each clue to locate the next touchpoint and explain its purpose in the journey.
A touchpoint only counts once the team articulates the customer's emotion at that stage.
Speed matters, but accuracy of insight breaks ties.
The hunt ends when a team assembles the full, correctly-sequenced journey.

Debrief

Which touchpoints were easy to overlook, and why do they matter?
How did customer emotion change as you moved through the touchpoints?
Which touchpoint in your real journey gets the least attention relative to its impact?

CX Principle Reinforced

Customers experience a journey as a connected sequence, not a set of isolated departments. Every touchpoint inherits the emotional state created by the one before it.

Treating touchpoint discovery as a hunt reframes mapping from a whiteboard chore into active, embodied exploration, which surfaces the moments teams habitually ignore.

Format

Participants: 4-12
Facilitators: 1
Seniority: Any
Level: Medium

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