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“Interactive Customer Journey Training Game for Businesses.”
Customer Journey Mapping training workshops
The Customer Journey Simulation
"It looks like a board game; in reality, it’s a reflection of your customer’s journey."
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WALK
IN THE SHOES
OF YOUR CUSTOMER
Interactive Customer Experience Simulation
"It looks like a board game; in reality, it’s a reflection of your customer’s journey."
While this looks like just a high-energy game, the ROI is strictly professional. This simulation transforms how employees understand end-to-end customer experience (CX), turning every roll of the dice into a lesson about customer retention.
Built using the familiar methodology of Monopoly™ where players win and lose money, in this simulation players win or lose customers based on their actions and the player with the most 'cstomers at the end of the game wins - just like in business!
Navigating a vibrant board representing a typical customer journey, players choose an avatar to see your business, services, and brand from the customer's perspective. As they throw the dice and their journey unfolds, teams will encounter:
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Happy Customers Cards: Win "Customer Coins" by delivering outstanding service and making customer-centric decisions.
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Unhappy Customer Cards: Lose coins when expectations aren't met—a tangible lesson in the financial impact of churn.
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Task Cards: Challenges to identify pain points and provide real-time solutions that demonstrate the value of retention.
This 'Walk in the Shoes of Your Customer' mechanic gives your team a unique, outside-in perspective. They aren't just playing a game; they are seeing your brand exactly as customers do.
THE POWER OF
EMPLOYEE
ENGAGEMENT
ACTIVATE A CUSTOMER-CENTRIC CULTURE
A consistently great customer experience is only possible through a consistently engaged team. We transform passive training into active ownership by involving your employees in a collaborative experiential learning environment.
By breaking down silos and encouraging inter-departmental collaboration, the simulation ensures that every team member—from front-line sales to accounts, support, and operations—understands that customer experience is everyone’s job.
As the journey unfolds, your team will encounter:
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Real-World Scenarios: Interact with Happy and Unhappy Customers, mirroring the high-stakes moments that either build brand loyalty or cause immediate churn.
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Challenging Task Cards: Teams are challenged to identify key touchpoints, pinpoint hidden pain points, and propose actionable service enhancements in real-time.
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The Lesson of Churn & Rentention: Players win Customer Coins for delivering great service and lose them when they fail to meet expectations—making the "lost revenue" of churn a tangible reality.
The result? A team that is energized, aligned, and ready to deliver. By gamifying the customer experience, you turn complex service strategies into a shared language that everyone can speak and deliver on.
CUSTOMER
JOURNEY
STAGES
The original version of the Customer Journey Game board is designed around the stages and touch points of a customer journey, including:-
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Awareness
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Consideration
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Purchase
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Use / Experience
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Loyatly
Key objectives of the game include:-
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drive teamwork & employee engagement
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raise awareness of touch-points on a customer journey
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break down inter-departmental silos
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increasing cross company collaboration
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involve employees in problem solving & sharing solutions
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create understanding that everyone has a role to play in CX
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highligh the importance of customer retention
One game box accommodates a maximum of 8 players in a team and lasts approximately 60 - 90 minutes.
PLAYER WITH THE
MOST CUSTOMERS
WINS!
The Customer Journey Game is a high-energy simulation of your real-world market. We’ve transformed complex service delivery into an edge-of-your-seat adventure where every decision impacts the bottom line.
Walk in the Shoes Of Your Customer: Teams navigate a simulated customer journey across a beautifully designed board, where every roll mirrors the live customer lifecycle.
They will experience:
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The Emotional Reality: React to Happy and Unhappy customer scenarios that reflect daily operations.
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Strategic Challenges: Tackle Task Blocks that force your team to think fast—proposing service enhancements and pinpointing critical friction points.
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Culture Building: Strengthen internal bonds with creative team challenges that make customer-centricity a shared language.
The Mission: Accumulate the most happy customers through outstanding experience delivery. Outmaneuver churn, protect your portfolio, and prove your strategic value.
At the end of the journey, the top-performing player or team is crowned the Ultimate Customer Champion!
Ready to see who in your team has what it takes to win the market?
- just like in business!
BOOK A FACILITATED
GAME FOR YOUR NEXT CONFERENCE
Gamified Customer Experience Training for Conferences & Workshops
Ready to transform your event into an unforgettable experience?
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
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2-hour facilitated session designed for maximum engagement
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30-minute keynote presentation by international speaker Lynn Baker: “Beyond Service to Driving Customer Experience”
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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.
PRUCHASE a
CORPORATE
TRAINING BUNDLE
Transform the way your teams think, act, and deliver service excellence. With The Customer Journey Game corporate training bundles, you can roll out engaging, customer-centric learning across your entire organization—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. Simply choose the bundle that fits your training needs:
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2-Game box Bundle → Train 2 teams (16 players)
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4-Game box Bundle → Train 4 teams (32 players)
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6-Game box Bundle → Train 6 teams (48 players)
Why Choose The Customer Journey Game?
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Engaging & Interactive: Bring customer experience to life through play.
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Scalable & Cost-Effective: Train dozens of staff for the price of a single training day.
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Company-Wide Impact: Launch at your annual conference, then keep the momentum going all year long.
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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 customer experience today.
WHAT'S
IN THE TRAINING
6 BOX BUNDLE
The Customer Journey Game 6 Box Bundle LAUNCH PACKAGE includes a 1 year license to play anywhere, anytime.
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6 full sets of the game
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1 game box accommodates max of 8 players per team
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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:-
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1 x fabric game board
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72 x game cards
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8 x acrylic player pieces
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Happy customer tokens
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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
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guest arrival
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guest check-in
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in-room experience
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restaurant experience
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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
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restaurant search experience
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meet and greet experience
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seating experience
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ordering experience
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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:-
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connect experience
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greet experience
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validate experience
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listen experience
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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
