CX Game · Strategy

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.

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Participants

2-8

Facilitators

Seniority

Any

Level

Hard

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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