How does the CX Deck differ from other customer experience tools?

The Customer Experience (CX) Deck is unique because it focuses on emotional engagement rather than just processes or metrics. While many CX tools emphasise data collection, customer feedback scores, or journey mapping, the CX Deck centres on the emotions customers experience at key touchpoints.

Key differences include:

• Emotion-Driven Approach: Unlike traditional tools that analyse customer behaviour and satisfaction, the CX Deck helps teams actively shape how customers feel during interactions.

• Collaborative & Conversational: Instead of relying solely on surveys or analytics, it facilitates face-to-face discussions within teams to align on customer emotions and experience design.

• Actionable & Human-Centric: Rather than producing abstract data, the CX Deck translates emotional insights into concrete actions that improve customer interactions.

• Versatile & Interactive: It can be used across different departments—including customer service, sales, and marketing—to build a shared, customer-centric culture.

The CX Deck isn’t just about measuring CX; it’s about creating intentional, emotionally engaging customer experiences that drive long-term loyalty.