A unique Customer Experience training simulation
The Customer Journey Game Banking Edition — Banking & financial services CX training simulation
unmute for sound
INTRODUCING
A UNIQUE
LEARNING EXPERIENCE
The Customer Journey Game is an interactive training simulation that transforms how your employees understand customer experience (CX). Every dice roll is an adventure into the customer journey, making learning impactful and fun.
The game guides players with customer avatars across a vibrant board of twists and turns. As they play, they encounter Happy Customers, Unhappy Customers, and dynamic Task blocks that challenge your team to propose service enhancements and pinpoint customer pain points. From creative problem-solving to team-building activities, every task builds a customer-centric culture.
The mission: accumulate happy customers through outstanding experiences while avoiding pitfalls that lead to churn. The player or team with the most loyal customers wins the Customer Champion title!
Ready to elevate your CX training? Discover how this game can energize your team and drive real-world CX improvements.
THE
BANKING
EDITION
Corporate Training Game for the Customer Journey
The Customer Journey Game Banking Edition is an interactive training simulation that immerses bank staff in every stage of the customer's banking journey — awareness, application, onboarding, digital, support and loyalty. Identify friction points, reduce churn and build a customer-centric culture. Perfect for banking conferences and CX training. Turn your team into Customer Champions.
This high-energy, interactive board game turns customer experience into an immersive 90–120 minute adventure. Perfect for banking conferences, sales meetings and CX training, it walks your people through every touchpoint — from account opening to loyalty. Stop lecturing and start playing. Ready to turn your team into Customer Champions? Let's play!
DRIVE
EMPLOYEE
ENGAGEMENT
IN BUILDING A CUSTOMER-CENTRIC BANKING CULTURE
Improve customer experience through gamification! Our experiential Banking Edition transforms employee engagement, making learning fun and impactful. Teams dive into an adventure, discovering how every interaction — from loan applications to fraud disputes — shapes the banking customer journey.
They'll identify customer pain points, brainstorm solutions, and understand their role in delivering on your bank's brand promise. This game highlights that every team member, from the branch to the contact centre, is key to crafting seamless, trusted banking experiences and building a customer-centric culture.
Ready to boost your CX and energise your team? Join the fun and take your banking service to the next level!
CUSTOMER
JOURNEY
STAGES
The Banking Edition is Customer Journey Game board is designed around the 9 key stages and touch points of a customer journey, including:-
-
Awareness & Research Experience
-
Consider & Compare Experience
-
Application Experience
-
Onboarding Experience
-
Digital Experience
-
Relationship Management Experience
-
Support & Resolution Experience
-
Value Add Benefits Experience
-
Loyalty Experienc
Reachingf the end of the game indicates that participants have delivered an outstanding experience at every touch point and as a result, customer loyalty and retention increase.
Participants receive a 10 x Happy Customer Coin bonus as a reward for the great experience.
PLAYER WITH THE
MOST CUSTOMERS
WINS!
The Customer Journey Game Banking Edition transforms how bank employees understand and improve customer experience delivery.
Every roll of the dice is an adventure into the heart of the banking customer journey, making learning engaging and impactful.
Guide your team's customer avatars across a beautifully designed board of unexpected twists and turns. Encounter Happy Customers, Unhappy Customers, and dynamic Task blocks that challenge your ability to deliver exceptional service — from proposing service enhancements and pinpointing pain points like slow loan approvals or unexplained fees, to fun team activities like selfies or creative prompts.
The mission is clear: accumulate as many happy customers as possible by creating outstanding banking experiences, while avoiding pitfalls that lead to churn. The team with the most loyal customers is crowned the ultimate Customer Champion!
- just like in business!
BOOK A FACILITATED
GAME FOR YOUR NEXT CONFERENCE
Gamified Customer Experience Training for Conferences & Workshops
The Customer Journey Game takes conferences and training workshops beyond the ordinary—turning them into dynamic, interactive adventures that inspire, engage, and energize. Forget passive lectures; this is learning reimagined through play, collaboration, and creativity.
We blend education with entertainment, sparking fresh ideas and empowering teams to think differently about customer experience. It’s not just training—it’s a memorable journey where fun meets impact, and every participant walks away motivated to elevate and deliver exceptional experiences
What’s Included
-
2-hour facilitated session designed for maximum engagement
-
30-minute keynote presentation by international speaker Lynn Baker: “Beyond Service to Driving Customer Experience”
-
60 minutes of immersive gameplay where teams of up to 8 compete, collaborate, and discover practical CX insights
Elevate your next conference or workshop with the Customer Journey Game—where learning becomes an adventure, and customer experience takes center stage.
EMPLOYEE
FEEDBACK
SESSION
Who better to provide valuable insights about your customers than the employees who interact with them every day?
Employee engagement specialists emphasize that involving staff in identifying challenges and contributing solutions is essential to building a truly customer-centric culture. That’s why, at the conclusion of The Customer Journey Game, teams participate in a structured Feedback Session, where they analyze customer pain points and propose innovative solutions.
This collaborative exercise transforms frontline insights into actionable strategies, providing management with a wealth of valuable information to enhance the customer experience.
Your employees are the driving force behind exceptional service. By empowering them to share their ideas, you unlock a powerful source of innovation that leads to meaningful, lasting change.
PURCHASE a
CORPORATE
TRAINING BUNDLE
Transform the way your banking teams think, act, and deliver service excellence. With The Customer Journey Game Banking Edition training bundles, you can roll out engaging, customer-centric learning across your entire institution—making every interaction count. When you purchase, you'll receive instant access to the Train-the-Trainer video, ensuring your facilitators are ready to lead with confidence and impact.
Flexible Bundles for Every Team Size
Each game box accommodates up to 8 players and comes with a 1-year license, giving you the freedom to run sessions anytime, anywhere. Choose the bundle that fits your needs:
-
2-Game Bundle → Train 2 x teams of 8 (16 players)
-
4-Game Bundle → Train 4 x teams of 8 (32 players)
-
6-Game Bundle → Train 6 x teams of 8 (48 players)
Why Choose The Banking Edition?
-
Engaging & Interactive: Bring the banking customer experience to life through play.
-
Scalable & Cost-Effective: Train dozens of staff for the price of a single training day.
-
Company-Wide Impact: Launch at your annual conference, then keep the momentum going all year.
With this powerful tool, you're not just training staff—you're embedding a culture of customer-centricity that drives loyalty, performance, and results. Invest in the future of your bank's customer experience today.
WHAT'S IN
THE 6 BOX
TRAINING BUNDLE
The Customer Journey Game 6 Box Bundle LAUNCH PACKAGE includes a 1 year license to play anywhere, anytime.
-
6 full sets of the game
-
1 game box accommodates max of 8 players per team
-
A 6 game box bundle accommodates 6 teams with 8 players per team for a maximum of 48 players per session. But don't worry, if that's not enough, you can purchase as many bundles as you need to accommodate larger groups for conferences, events, customer-centric training or culture change sessions.
1 x The Customer Journey Game box includes:-
-
1 x fabric game board
-
72 x game cards
-
8 x acrylic player pieces
-
Happy customer tokens
-
1 x large dice
GET IT BRANDED! Companies have the option to order a branded version of The Customer Journey Game, which includes a logo on the fabric board and 72 game cards. Minimum order 12 x game boxes.
CUSTOMER-CENTRIC CULTURE CHANGE
TOOL
The Customer Journey Game has transformed from just a conference engagement tool into a powerful catalyst for change within organizational culture!
Organizations are now incorporating this dynamic experiential learning tool into their culture change training programs to instill a lasting customer-centric mindset. With its interactive approach, The Customer Journey Game energizes employee engagement and drives a shift towards customer-centricity.
After the game, feedback sessions spark vibrant discussions, empowering employees to share ideas for solving issues that hinder seamless customer experiences and propose immediate improvements. Unlock your team’s full potential and create a culture where exceptional customer experiences thrive!
SPECIAL EDITIONS
HOSPITALITY
EDITION
DESIGNED AROUND A GUEST JOURNEY
The Customer Journey Game - Hospitality Edition was created to drive employee engagement specifically in the hotel and hospitality industry. Designed with the guest journey in mind, the game board replicates the stages of a guest journey, as well as the many touch points along the way, including
-
guest arrival
-
guest check-in
-
in-room experience
-
restaurant experience
-
guest check-out and more...
The Customer Journey Game - Hospitality Edition can be played at conferences, events, meetings, customer service training, onboarding sessions and culture change training programs. With the 6 box bundle restaurants can train staff anywhere, anytime on a 1 year license.
RESTAURANT
EDITION
DESIGNED AROUND A RESTAURANT CUSTOMER JOURNEY
The Customer Journey Game - Restaurant Edition was created to drive employee engagement specifically in the restaurant and dining industry. Designed with the restaurant customer journey in mind, the game board replicates the stages of a typical restaurant visit, as well as the many touch points along the way, including
-
restaurant search experience
-
meet and greet experience
-
seating experience
-
ordering experience
-
service experience and more...
The Customer Journey Game - Restaurants Edition can be played at conferences, events, meetings, customer service training, onboarding sessions and culture change training programs. With the 6 box bundle restaurants can train staff anywhere, anytime on a 1 year license.
CONTACT CENTRE
EDITION
DESIGNED AROUND A CONTACT CENTRE JOURNEY
We’re thrilled to introduce our latest edition of this interactive and immersive learning experience: The Customer Journey Game – Contact Centre Edition! This edition turns your agents into chat champions, transforming every interaction into a meaningful moment of connection. Being a contact centre agent isn’t just about answering questions—it’s about truly listening, understanding, and delivering exceptional customer experiences with every call.
The Contact Centre Edition is crafted to enhance agents' awareness, ensuring they grasp the many touch points along the journey and how each one influences the overall customer experience. Journey stages include:-
-
connect experience
-
greet experience
-
validate experience
-
listen experience
-
solve experience and more...
The Customer Journey Game - Contact Centre Edition is an ideal agent onboarding or training tool that can be played at conferences, events, meetings or culture change training programs. With the 6 box bundle , contact centres can train staff anywhere, anytime on a 1 year license.
MORE ABOUT
THE GAME
GAME GALLERY
