Keynote + Business Simulation
Welcome to the Age of Experience+ The Customer Journey Game
Take your audience beyond listening and get them actively experiencing a real customer experience — walking in the shoes of your customer.
The big idea
It looks like a board game. In reality, it is a reflection of your customer's journey.
This powerful combination brings together Lynn's inspirational keynote and the power of interaction with The Customer Journey Game — a business simulation that turns customer experience theory into lived experience.
Instead of being told what customers feel, your audience feels it. They move through awareness, consideration, purchase, experience, and loyalty and advocacy — encountering the same friction, delays, disconnects and delights your real customers meet every day.
Because the insight is earned rather than presented, it sticks. Teams leave with a shared language for customer experience and a shared understanding of how their own decisions ripple outward to the customer.
Ideal for conferences that need more than a talk, and for culture programmes that need experience-led learning people actually remember.
How the session runs
Inspire · Experience · Act.
STEP 01
The keynote sets the scene.
Lynn opens with the inspirational 'Welcome to the Age of Experience' keynote — demystifying customer experience, showing how it differs from customer service and why every moment counts commercially.
STEP 02
The game brings it to life.
Teams then play The Customer Journey Game — a business simulation that looks like a board game but is, in reality, a reflection of your customer's journey. Audiences stop listening and start experiencing.
STEP 03
The debrief drives action.
A facilitated debrief converts the experience into insight: what your customers feel, where your journey leaks value and what each team can change immediately.
In this session
Audiences will discover.
What the customer journey really looks like from the customer's point of view
How everyday micro-moments shape perception, loyalty and advocacy
Where experience breaks down between departments and handovers
How internal decisions create external customer friction
The commercial cost of poor experience — and the upside of getting it right
Practical actions every team can own the moment they leave the room
Ideal for
Conferences, culture programmes & team offsites.
- Conferences and annual gatherings that need an interactive session
- Customer experience and culture change programmes
- Leadership and management team offsites
- Sales, service and operations teams
- Onboarding and induction programmes
- Cross-functional teams that need shared customer understanding
Session duration
120 minutes
The keynote plus The Customer Journey Game business simulation and facilitated debrief. Half-day and full-day workshop formats are also available.
Book Lynn Baker
Give your audience an experience they will still be talking about.
- lynn@cx-company.com
- Response time
- Within 1 business day
- Based in
- Johannesburg · Available worldwide