Who in an organisation should use the CX Deck?

The CX Deck is designed for any team or leader involved in shaping customer interactions, making it a valuable tool for a wide range of roles, including:

• Customer Service Teams: To better understand customer emotions in real-time interactions and improve service strategies.
• Sales Professionals: To recognise emotional drivers behind buying decisions and build stronger customer relationships.
• Marketing Teams: To craft emotionally resonant messaging that aligns with customer expectations.
• Product Development Teams: To design products and services that address both functional and emotional needs.
• HR & Learning Teams: To embed customer empathy training into onboarding and professional development.
• Leadership & Strategy Teams: To create CX strategies that foster long-term customer trust and brand loyalty.

Because the CX Deck encourages cross-functional collaboration, it is particularly effective in workshops, team training, and strategic planning sessions. By using it across departments, organisations can build a truly customer-centric culture rather than siloed CX initiatives.