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The Customer Experience Game® was born when Nienke asked me, “Can you help me think of a fun way to bring customer experience to life?” We both love games, and since I already had experience creating and playing business games, the idea of CX Game® was quickly created. In the fall of 2016, we were […]

CX needs EX & EX leads to CX   As a CX professional, I’ve been diving deeper into Employee Experience (EX) this year. After all, you need happy, motivated, and engaged employees to achieve excellent customer experiences. For a while, I used to say that I didn’t know much about EX. But the more I […]

At Vattenfall, customer experience (CX) and customer-centricity are key pillars of their business strategy. Recently, we observed the impact of the CX Game®, an innovative workshop designed to reinforce these elements in a playful way. We spoke with two members of Vattenfall’s CX Team: Marijke Bootsma and Ruud Kunkels. Together with Linda Zwijssen and Joyce […]

“Service? Customer experience? In Finland?   That doesn’t exist,” she texts me. I’m preparing my CX Game™ workshop that I’m going to play with a potential partner in Helsinki. In the days leading up to it, I visit my friend Anouk, who has been living in Helsinki with her Finnish husband, Marko, for six years. […]

Babs has triggered us all with the CX Games, in all different departments of our company, and she has managed to get us to view our customers better or differently, and to feel the urgency to do something about this. As a result, we have seen some great initiatives. We all feel activated, and we [...]

Within minutes CX Activator Storytelling will bring more fun at work!   CX Activator Storytelling is a series of inspirational exercises to find stories and to pass these on. Sharing customer stories is incredibly important so you can hear the actual voice of the customer. It is also a great way to start a meeting […]