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2025 / Xperience Consulting /

Initial Challenge
Many organizations struggle to define what good customer experience (CX) actually means—and how to build it. While CX is widely recognized as critical, teams often lack a shared language, common mindset, or clear entry point for improvement. Without alignment, efforts remain fragmented, and the customer experience suffers.

The Method
Drawing from our experience working with both large corporations and smaller organizations, we set out to create a practical tool to bridge the gap between CX strategy and daily practice.

Our process included:

  • Identifying foundational CX principles related to strategy, culture, mindset, and service delivery
  • Translating abstract concepts into clear, actionable prompts
  • Prototyping and testing the deck in workshops with CX, product, and innovation teams
  • Gathering feedback and refining the format to ensure it supported real team conversations and alignment

The Solution
The result is the CX Enabler Deck—a curated set of cards designed to:

  • Help teams build a shared understanding of what drives great customer experience
  • Reflect on current CX maturity, strengths, and gaps
  • Align on strategic priorities and identify where to start
  • Spark meaningful conversations in discovery sessions, retrospectives, or team onboarding

The deck is part of the broader CX Fundamentals Toolkit, which also includes the CX Challenge Deck—focused on real-world pain points and behavior-based scenarios.

My Involvement
I was one of the co-creators of the CX Enabler Cards. Together with my partner, we:

  • Defined the structure, visual language, and tone of the deck
  • Researched and synthesized the core principles based on real-world CX challenges and best practices
  • Created content and designed the prototype
  • Facilitated user testing sessions and integrated feedback into the final version

This project allowed us to combine strategic thinking, workshop facilitation, and hands-on design to create a tool that helps teams move from abstract intentions to concrete action.