Organisations and businesses exist because of customers. They succeed by being customer centric. This workshop uses the CX Deck, a beautifully simple tool and card game to create a great customer experience. This workshop is useful for leaders and whole teams.

Introduction

• Welcome
• Objectives

Customers at the centre

• Identifying and personifying our customers

Exploring the customer experience (CX)

• The five core emotions of a positive customer experience
• Actions and behaviours that trigger these positive emotions
• The five core emotions we do not want customers to feel
• Actions and behaviours that trigger these undesired emotions

The customer journey

• Moments that matter

Putting it all together

• Complete a customer experience canvas
• Create action plans