Can the CX Deck be used alongside other training programs?
The Customer Experience (CX) Deck can be seamlessly integrated into or used alongside other training programs, especially those focused on customer service, sales and experience design.
Rather than focusing solely on processes and procedures, it helps teams understand and intentionally shape the emotions customers experience at key touchpoints.
The CX Deck can be seamlessly integrated into customer service, sales, and CX strategy programs to:
- Help frontline staff recognize and manage customer emotions in real-time interactions.
- Improve sales teams' ability to navigate buying emotions and build trust.
- Enhance customer journey mapping by focusing on emotional touchpoints, not just operational steps.
- Train teams in handling difficult customer conversations with emotional intelligence.
- Support retail, hospitality, and service-based teams in creating memorable experiences.
- Guide leadership teams in designing CX strategies that foster customer loyalty.
Here are just a few examples:
Customer Service Excellence Training
- Objective: Improve frontline customer service by helping teams recognise and influence customer emotions.
- Example: In a customer service program, after teaching de-escalation techniques, use the CX Deck to help teams understand the emotional triggers behind complaints and how to turn frustration into trust.
Sales & Consultative Selling Training
- Objective: Help sales teams recognise the emotional drivers behind buying decisions and tailor their approach accordingly.
- Example: In a sales training session, use the CX Deck to analyse emotions behind common objections (e.g., hesitation, scepticism) and develop emotional strategies to address them.
Customer Journey Mapping Workshop
- Objective: Help teams go beyond functional journey mapping by understanding how customers feel at each interaction.
- Example: A financial services company could use the CX Deck in a mortgage application journey mapping session to explore how to reduce stress and create more confidence for customers.
By using the CX Deck in training, organisations can move beyond traditional skills-based learning and develop a deeply customer-centric mindset, equipping teams to create more meaningful, emotionally engaging experiences that drive satisfaction and loyalty.
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