What is the Customer Experience Deck?

The Customer Experience Deck, often referred to as The CX Deck, is a card-based tool designed to facilitate conversations about customer experiences.

It's created to help organisations become more customer-centric by focusing on understanding customer needs, emotions, and expectations. 

Key benefits of using the Customer Experience Deck: 

• Shared understanding: It helps create a common understanding of customer emotions and priorities across the organisation.    

• Customer-centric focus: It shifts the focus from product features to customer experiences.    

• Improved communication: It fosters open and honest discussions about customer feelings and needs.    

• Actionable insights: It provides a structured approach to identifying and implementing improvements. 

How it works: 

1. Bring together individuals involved in customer-facing roles, such as customer service representatives, sales teams, and marketing personnel. 

2. Participants choose cards that represent the emotions they want customers to feel when interacting with their company.  

3. The team discusses the chosen emotions, their importance, and how they can be achieved. Priorities are set based on the desired customer experience.    

4. Based on the prioritised emotions, the team identifies specific actions or strategies to foster those feelings in customers. These may include improving product features, enhancing customer service processes, or creating targeted marketing campaigns.