Customer Experience Strategic Business Simulation.
Building a Customer-Centric Culture for Insurance professionals
"It looks like a board game - in reality,
it’s a reflection of your customer’s journey."
Move beyond basic static training with an interactive, hands-on experience that mirrors your customer’s actual journey. Identify friction points, reduce churn, and boost employee engagement through immersive learning.
Perfect for conferences, corporate workshops and customer experience training, this simulation provides a unique opportunity for employees to walk in the customer’s shoes to build a resilient, customer-centric culture.
INTRODUCING
THE CUSTOMER
JOURNEY GAME©
"We’ve gamified the engagement, but the business results are real-world."
The Insurance Edition is a strategic simulation designed to transform how your team understands the end-to-end customer lifecycle. By turning every roll of the dice into a lesson on policyholder retention, we make the complex economics of churn both tangible and actionable.
Built on a high-stakes methodology where players win or lose based on their decisions—much like Monopoly—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 insurance journey.
DRIVE
EMPLOYEE ENGAGEMENT
"We’ve gamified the engagement, but the business results are real-world."
This innovative experiential learning simulation combines uses the well-known 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
WALK IN THE SHOES
OF YOUR
POLICY HOLDER
Navigating a vibrant board that represents the critical stages of the insurance lifecycle—from quote to claim—players choose an avatar to see your business, services, 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 outstanding service and making decisions that client reinforce.
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Unhappy Customer Cards: Lose coins when expectations aren't met—a visceral lesson in the financial impact of churn and the high cost of a poor claims experience.
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Task Cards: Challenges to identify industry-specific pain points and provide real-time solutions that demonstrate the ROI of proactive retention.
This simulation gives your team a unique, outside-in perspective. They aren't just playing a game; they are fighting to protect their portfolio and seeing your insurance brand exactly as your customers do.
The goal is clear: accumulate the most happy customers and prove you have what it takes to be the Customer Champion—just like in business!
POLICY HOLDER
JOURNEY
STAGES
Through engaging gameplay, participants walk in the shoes of their customer, navigating every stage of an insurance policy holder journey— including:-
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Awareness & Research
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Compare & Quote
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Application & Purchase
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Customer Onboarding
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Policy Management
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Claims
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Service Recovery
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Policy Renewals
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Loyalty experience
Packed with real-world touchpoints, this experiential learning adventure inspires employees, management and brokers 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.
EMPLOYEE & BROKER
TRAINING
The Customer Journey Game – Insurance Edition
An innovative training simulation that captivates the attention of all levels of employees and brokers, ensuring they retain essential information about how a customer feels when doing business with a company, in order to deliver brand values and promise.
Through engaging, real-world scenarios, the game empowers employees 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 a customer-centric culture.
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.
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 experience that delivers meaningful outcomes!
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.
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.
The Customer journey game gallery
