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“Interactive Customer Journey Training Game for Businesses.”
Customer Journey Mapping training workshops
The Customer Journey Game: A Strategic Customer Experience Business Simulation.
Building a Customer-Centric Culture for Contact Centre / BPO Managers & Agents
**Unmute for sound
INTRODUCING
THE CUSTOMER
JOURNEY GAME©
"It looks like a board game; in reality, it’s a reflection of your caller’s journey."
The Customer Journey Game - Contact Centre & BPO Edition is a training simulation designed to transform how your agents and team leaders understand the end-to-end customer lifecycle. It plays like a game, but it performs like a high-level service audit. By turning every roll of the dice into a lesson on customer sentiment, we make the complex economics of the contact centre—from resolution rates to brand loyalty—both tangible and actionable.
Built on the same of methodology as Monopoly, players win or lose customer coins based on their actions—this simulation focuses on your most valuable asset: the customer. Instead of cash, players win or lose customer loyalty based on how they navigate the risks and rewards of the service interaction.
Walk in the Shoes of Your Customer while navigating a vibrant board that represents the critical stages of a service journey—from initial contact and IVR navigation to problem resolution and follow-up—players choose an avatar to see your processes, service, and brand entirely from the customer’s perspective. As the journey unfolds, teams will encounter:
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Happy Customer Cards: Win Customer Coins by delivering empathetic service, providing accurate information, and achieving seamless resolutions.
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Unhappy Customer Cards for frustrated players ose customer coins when service standards slip or friction occurs—a visceral lesson in the financial impact of churn and the high cost of a poor "effort score."
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Task Cards: Challenges to identify contact centre-specific pain points and provide real-time solutions that demonstrate the ROI of a frictionless service experience.
This training simulation gives agents a unique, outside-in perspective. They aren't just handling tickets; they are fighting to protect the customer relationship and seeing your brand exactly as your callers do. The goal is clear: accumulate the most loyal customers and prove you have what it takes to be the Ultimate Customer Champion—just like in business!
GAME DRIVES
EMPLOYEE
ENGAGEMENT
This innovative game combines experiential learning and the methodology of Monopoly™ to empower players to shape future business success through delivering exceptional customer experiences at every touch point.
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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involve employees in problem solving & solutions
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create understanding that everyone has a role in CX
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highlight the importance of customer retention
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break down inter-departmental silos
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increase cross company collaboration
Contact centre
JOURNEY
STAGES
Through engaging gameplay, participants walk in their customers' shoes, navigating every stage of the journey—from the
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Connect experience
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Greeting experience
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Validation experience
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Listening carefully to customer needs
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Solutions
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Upselling
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Wrapping up experience
Packed with real-world touchpoints, this experiential learning adventure inspires agents to collaborate, share insights, and identify solutions to pain points in the customer journey. The result? A seamless, customer-first approach that elevates every interaction and leaves customers delighted.
The Contact Centre Edition creates 'Chat Champions' who delight every customer, every day, in every way!
AGENT
TRAINING
THAT LASTS
The Customer Journey Game – Contact Centre Edition is an innovative tool that captivates the attention of contact centre agents of all ages, ensuring they retain essential insights about the company’s brand values and promise.
Through engaging, real-world scenarios, the game empowers agents to make every interaction memorable, fostering exceptional service that leaves customers feeling valued. By combining interactivity with impactful learning, it creates brand champions who consistently deliver on the company’s customer experience expectations. This isn’t just training—it’s the key to building loyalty and lasting impressions.
invaluable
employee
feedback
The game is followed by an invaluable Employee Feedback Session, where employees identify pain points in their customers' current journey and propose solutions. These solutions may focus on improvements to people, processes, or technology. Feedback is compiled and handed to management after the session, providing invaluable recommendations from the individuals who know the customers and their journey best—your employees.
By integrating The Customer Journey Game into your training initiatives, your organization can ignite employee passion for delivering exceptional customer experiences while driving a culture of continuous improvement.
PLAY
ANYWHERE
ANYTIME!
AT COMPANY CONFERENCES, CORPORATE EVENTS & TRAINING!
Now you can train all your employees for 1 year for the cost of an average training session.
With the Corporate Bundle, ignite a customer-centric culture by launching a compelling theme at your annual conference and sustaining momentum year-round. The 1-year license gives you the freedom to use the game anytime, anywhere, ensuring consistent impact. Whether it’s:
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Inspiring conferences
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Energizing events
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Driving results at sales meetings
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Elevating CX or service training
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Engaging new hires during onboarding
The Customer Journey Game Corporate Bundle empowers your team to collaborate effectively and deliver exceptional customer experiences.
GET INTERACTIVE
AT YOUR NEXT
CONFERENCE
Elevate your next conference with an unforgettable experience that energizes and inspires your delegates!
Lynn Baker, renowned Customer Experience Specialist, professional speaker, and creator of The Customer Journey Game, designed this unique experience to captivate audiences with an interactive and immersive approach that shifts mindsets, ignites engagement, and leaves a lasting impression.
The facilitated Customer Journey Game offers a dynamic two-hour session. It begins with a 30-minute keynote, "Beyond Service to Customer Experience," followed by 60 minutes of engaging gameplay where teams of up to 8 players collaborate and problem-solve. The session concludes with a 30-minute feedback session packed with valuable insights.
Transform your conference into an extraordinary event that delivers meaningful outcomes!
PURCHASE A
CORPORATE TRAINING BUNDLE
Investing in a Customer Journey Game - corprate training bundle ensures ongoing, impactful training sessions that keep employees engaged and focused on delivering exceptional customer experiences.
Corporate training bundles come with a link to a 'Train-the-Trainer' video, as well as an 'Introduction to Players' video.
What's in Corporate Training Bundles:-
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1 x game box accommodates a max of 8 players per team
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1 x The Customer Journey Game box includes:-
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1 x fabric game board
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1 x set of 72 game cards
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8 x Acrylic player pieces
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Happy customer tokens
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Large dice
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A 2 box bundle accommodates 2 teams with 8 players per team for a maximum of 16 players per session.
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A 4 box bundle accommodates 4 teams with 8 players per team for a maximum of 24 players per session.
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A 6 box bundle accommodates 6 teams with 8 players per team for a maximum of 48 players per session.
MORE ABOUT THE GAME
GAME GALLERY
