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According to Jack Welch, the former CEO of Ge, we have only two sources of competitive advantage: the ability to learn more about our customers faster than the competition, and the ability to turn that learning into action faster than the competition.

If you want to reach your CX goals, and ensure the success of your CX transformation journey - faster than your competition - you should start thinking about your customer experiences in a radically new way. Because the employee experience is such a big part of how your customers experience your organisation, it is important that you can involve every level of the organisation with speed and ease.

LEgO® Serious Play® (LSP) is a creative and disruptive way to business development and unique customer experiences. It helps you to fast-track your organisation’s focus on customer experiences, and is a fun way to develop your customer encounters.

The leading European trained facilitator in this methodology is joining us in Finland for our CX Day celebration. Micael buckle from intHrface is the keynote speaker of the main event of the year for CXPa Finland. In addition, he will be introducing LSP in a full-day workshop on October 5th, together with customer experien-ce expert sirte Pihlaja from shirute. In the Tosi Leikki - CX Play workshop, they will teach how to make complex business challenges tangible, and how to build customer experiences in a totally different way, using LeGO bricks.

Play, flow, co-creation and results

Buckle tells that LEgO® Serious Play® is different from other creative methodologies because it is multi-dimensional and multi-sensory. “You’re using all your senses in the process. The tool also provides numerous possibilities for you to build something new. And you can keep building up more and more knowledge about the issue being addressed. I think it is one of the best tools I’ve ever seen for working with complexity and sharing knowledge.”

The three key aspects that LSP brings to business development are that you can get more people on board, move faster, and move further. Buckle also notes that the insights made from LEgO® Serious Play are immediate-ly actionable.

Any change or transformation is often very complex and multi-dimensional. To grasp everything at stake, and to make sure that everyone has the same understanding about where they are now and where they are going, a shared tool for exploration is needed. LEgO® Serious Play® gives the possibility to explore both individually and collectively together. “You will have the possibility to have more in-depth discussions around CX using this method. Because it’s done via play, using a non-hostile way of working, the commitment towards the change will be bigger as a result. Using play, we find a flow state that creates a safe environment where our feelings will not get in the way.”

FAsT-TRACKING CUsTOMER THINKING IN YOURORGANIsATIONYour company has defined customer experience as a strategic asset to stand out from the competition. With this goal in mind, you want to change the customer thinking of your organisation. And you are looking to do this in a way that makes it a true part of your company DNA. But how do you make the change happen?

Play, flow, co-creation and results

Buckle tells that LEgO® Serious Play® is different from other creative methodologies because it is multi-dimensional and multi-sensory. “You’re using all your senses in the process. The tool also provides numerous possibilities for you to build something new. And you can keep building up more and more knowledge about the issue being addressed.

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Buckle believes that LSP gives better analysis and exploration to developing CX. In his opini-on, you can create better customer experiences using it as it provides with more perspective, frees everyone to work with higher complexity, and allows for a higher level of knowledge.

“When you compare the customer perspective with the company perspective, having a tool and process like this will make it easier for you to analyse and detect correlations. Hence, you will come up with more possibilities and value adding measures. In addition, you stand a better chance to get unique results by co-creating. Everything moves up because we are playing together!”

CX Play is serious business –but also a lot of fun

Sirte Pihlaja describes the CX Play workshop as a day for developing customer understanding and exploring customer journeys in a very concrete fashion. “The participants will go much further in the exploration and discussion, and their possibilities to find new solutions is

amplified, compared to workshops based on more traditional methods. In this kind of work-shop, people might also succeed in finding a solution for something they’ve never found one for, just by talking to each other and discussing together around the models they build.”

It is possible to change the customer thinking of an organisation because the people par-ticipating in the process will be going much further via play and being creative, and by getting to ‘the flow’.

Anybody can participate in the workshops – everyone from the warehouse to the CEO. The tool is very good for facilitating the process for different personalities and functions together. Most importantly, they will be discussing models - not whether my team or your team is doing right or wrong. “This draws the feelings out of it, and the possibilities are bigger to find the right answers. Furthermore, the participants will have a really good team building exercise, which enhances the team feeling and perfor-mance. They’ll find new solutions and will have a really good time doing it”, adds Buckle.

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Pihlaja explains that in the CX Play workshop, the attendees will dive deep into the feelings of the customer. They will get a clear percep-tion of their company identity and their value proposition. “We will be designing with the most important customer persona around the company in mind. The attendees will get a clear picture of the job to be done the client is asking for, as well as his or her pains and gains. We will also be having interesting discussions around the link - or non-link - of the value proposition in relation to the customer.”

Buckle warm-heartedly recommends attending the CX Play workshop, or trying out one later. “Using play, creativity and the toolbox of LSP, everyone will fast-track their discussions and exploration around their CX challenges, and they will get to end results faster. If you want to develop your organisation’s CX in a fun way, and reach conclusions and solutions faster and better, trying it out yourself really is the best way to experience what the method has to offer.”

ADDITIONAL INFORMATION

The CX day celebrations in Finland will

continue with the LeGO® serious Play®

training on October 5th. Join the fun now

or later!

Tosi Leikki - CX Play

Customer Experience Workshop

www.tosileikki.fi