CXPA BigStorming® Session Report – September 20, 2018
Delivering an ideal customer experience requires alignment and collaboration across the entire enterprise … no matter what area of the organization you work in.
You can’t do it all by yourself!
Innovation and risk-taking are also necessary in order to win on customer experience.
Please generate a list of big, innovative ideas that will help us all to work more collaboratively within our own organizations to deliver an outstanding humanistic CX experience.
Team 1 – Science Moms:
- Distribute Valentine’s Cards from the CX team to all of the people in your organization, thanking them for what they do every day to enhance the customer experience. Consider making a donation in each of their names to a local charity as a way of sharing the love. Include Hersey’s kisses with each handwritten card.
- Host a scavenger hunt that ends with a tunnel of customer experience stories. Make sure there is lots of soft serve ice cream at the event.
- Create a tunnel of customer stories in a high traffic area in the office so everyone can see pictures and read stories directly from the hearts of the customers.
Team 2 – Acid Kids:
- Carnival themed event where each carnival booth is themed around either a positive or negative customer experience … ‘Let’s Go to the EX … perience!’
- All company town hall brunch with high-end coffee/espresso drinks and the sharing of customer experience stories.
- Golf tournament – CX themed mini golf course in the office. Each hole is themed around a customer experience story or lesson learned.
- Bring a peer to work day to discuss their personal experiences with the brand/tell their stories.
- Burn the crappy communications fire pit and hotdog roast at the end of the day. Put the negative customer stories and experiences on the end of a marshmallow stick and roast them!
- Host a quarterly CX bedtime stories/ghost stories session over cocktails at the end of the day. Employees are asked to share both their positive and negative CX stories.
Team 3 – Irritating Geniuses:
- Lean into other departments within the organization. Participate in their department activities and take the opportunity of truly understanding how each area of the business can contribute to an overall positive customer experience.
- Smurf day. Come dressed as your favourite CX story and be prepared to share it. Great activity for October to correspond with Halloween.
- Active meetings. Get out of the office and host collaborative meetings while walking, biking or picnicking.
Team 4 – Strange Imposters:
- Gather as a group to set off fireworks based on each amazing idea that is shared during a collaborative meeting.
- CX carnival. Carnival themed event where each carnival booth is themed around either a positive or negative customer experience … ‘Let’s Go to the EX … perience!’
- Star awards. Award CX Stars to individuals or departments that have made a CX difference during that quarter.
Team 5 – Fan Fun:
- A day at the races. Host a companywide team building event at a local race track. Include time in the pit with the pit crew to focus on true collaboration and teamwork. Create messaging around the customer experience and how it takes the entire team to win the race!
- Baby day. All departments within the organization need support to achieve an outstanding customer experience. Get to know the people in the other departments, and how they contribute to CX via the sharing of baby pictures and personal stories!
- Build a community garden as a company. Create messaging around the customer experience and how it takes constant care, love and attention to enhance and grow customer loyalty.
- Recognition gifts. Create a series of CX Awards that can be given out quarterly for individuals or departments who have made a positive impact on the customer experience with the brand.
Team 6 – Chill Nudists:
- Bouncy castle with nachos party. Create a policy of bouncing ideas off one another. Celebration your new approach to collaboration with nachos … ‘Na cho idea, OUR ideas!’
- Create a safe quiet place for feedback and honest, straightforward discussion.
- ‘Pick an asshole’. Collaborate/work with someone in the office whom you don’t typically get along with.
- Team-building shirts. Everyone in the company gets a blank t-shirt. Cross-departmental teams work together to design the shirts with everyone contributing to one another’s shirt by adding drawings, lines and signatures.
Team 7 – Elephant King:
- Take risks. Empower people to make a difference in CX. Launch ‘Empowerful Awards’ internally.
- Power book. Create a collection of powerful stories directly from customers who had an amazing CX. Create bound hardcover versions of the books as employee gifts. Offer the ‘Power Book’ on the website and on the intranet.
Team 8 – Playful Bananas:
- Host a movie night with different departments within the company. Use the movie to inspire cool new CX ideas for the organization.
- Ugly idea session. Host quarterly worst CX story sessions to share not only the good but also the bad and the ugly.
- Host a barber shop night whereby each department enters a quartet and creates a song themed around CX.
- Host an ugly shirt potluck. Everyone wears their ugliest shirt and each department contributes a dish to the potluck themed around CX.
- Customer feedback flag. When there is particularly incredible or particularly horrible customer feedback, raise a CX themed flag in the lobby and ask everyone to gather at noon to hear the story.
- Speaker’s corner. Rent a speakers corner type booth and ask individuals within the company to record their CX story. Create a B-roll type video from all of the stories and share it on the company intranet.
- Team wave impact (improv). Like the wave at the ACC, host a town hall whereby each department contributes a CX story to keep the wave going!
Team 9 – Shiny & Alone:
- Jellybean martini. Each department gets a specific colour jelly beans (I.T. = green, Sales = pink). Host and interdepartmental idea session. When each department contributes an idea, they place their coloured jelly bean into a martini glass, resulting in a colourful mix of jelly beans at the end of the session. Each bean in the martini glass represents a different idea.
Team 10 – Smelly Hospitality Professionals:
- Host quarterly customer roundtables to ensure that the organization is always on the same wavelength as their customers/ feel the pulse of the customer.
- Organize a ‘Customer for a Day’ day every quarter. Get out into the market and experience the brand exactly as your customers do. Debrief the findings immediately upon returning to the office. Take action immediately!
- Meet new people in other departments within the organization in order to continue to advance a culture of collaboration. The organization could fund one morning every month whereby employees have coffee with someone they don’t know in the company.
Team 11 – Quiet Idea:
- Employees are asked to ride (individual or group) bike to a customer’s site. Perhaps this could be executed as one customer a week during the spring, summer and early fall seasons. Ride a bike with your peers. Get to know the other people in the organization and enjoy some physical activity.
- Employees who have visited the customers would then come together at the end of the day to talk about what you’ve learned.
- The riders could then collectively track their distance to see how far they have travelled for the customer information they gathered. Once the organization has reached 500km in distance, they could celebrate everything that was learned along the way with a Customer Appreciation party.
- A helmet could be decorated like a turtle shell to symbolize breaking out of our shell to get to know our customers.
Team 12 – Timeless Garden:
- Face painting. Create a series of masks that represent the customer’s emotions. Then ask employees to roleplay based on the customer mask they randomly selected. This activity is a fun, highly interactive way of experiencing the brand from the customer’s perspective.
- Team building days outside. Host all staff ‘fresh air’ days whereby all employees get out of the office and escape to a lake with trees. Host a collaborative CX meeting outside.
- OR, combine the 2 ideas. Host all staff ‘fresh air’ days and ask each guest to make a mask onsite that represents a customer emotion. The role-play activity could then take place outdoors as part of the team building.
AHA! Moment Cards
- Doing a creative activity not connected to work helps open the creative mind about the task.
- It is important to keep your mind busy and stay creative.
- Forced association really works well.
- The fun of collaboration.
- How quickly great quality ideas could be developed with a process.
- The power of diverging! Wow! To start with the photograph we had and end up with good ideas was amazing.
- How divergent and convergent thinking generates more possibilities.
- Diverge and converge.
- Crazy good ideas.
- Creative thinking.
- Charity with the CX team.
- It’s not about the table number. It’s about what you create with the people around the table.
- How well we all collaborated.
- The power of divergent and convergent thinking.
- Ideas can come from anywhere!
- The power of randomness.
- The power of collaboration and teamwork.
- Collaboration can take different forms and be effective.
- Get more creative together.
- Diverge and converge actually works.
- How easy it is to be creative with a process.
- It is important to change the perspective – swapping groups.
- Using random word association to create team names and CX events.
- Creative ideas from things not related.
- Our team co-operated really well.
- Something CAN come from nothing.
- Great ideas can come from random words and thoughts.
- Don’t plan ideation and creativity.
- Free association is useful and can create good ideas.
- Laugher gets things moving.
- How completely, not in any way related words and ideas can produce big ideas.
- Creativity builds natural collaboration.
- How fun collaborating with my team was.
- The ability to cascade random words into strong ideas.
- I found a parking space!
- Lisa/Krista planned this perfectly.
- Not thinking too hard is a good thing.
- How to foster creativity.
- I liked the idea of trading ideas and not commenting on your own.
- Collaboration is key.
- ‘Squirrel thinking’ is a thing.
- Candy is a great fuel for ideas.
- What struck me was how much FUN everyone was having … so loose, vs. the previous session.
- All the ideas that were generated with one image.
- I can use the SAS coffee machine. :O
- Ideas come from anything.
- Cool ideas come from odd places.
- Playful bananas.
- Win as a team.
- Random creativity.
- How many people thought about storytelling as the way to share ideas!
- Have fun and ideas will come.
- The day at the races and talking to the pit crew idea.
- Diverge then converge even if it is unrelated.
- Great ideas come out of things you would never expect.
- Creative team naming.
- Without judgment, the quality of ideas went up.
- Different voices make ideas better.
- The power of pictures.
- How simple the 2-word connection strategy worked.
- Ideas can come from the most absurd places.
- You need to spend more time letting your mind be open than I expected.
- The best ideas come from team participation.
- How a great idea can be born from anywhere.
- Quality of ideas from single words in a short time.
- You come up with crazy (innovative) ideas when everyone is having fun.
- No filter.
- So many people suggested getting out in nature.
- Best ideas happen when you’re not trying to find them.
- I actually got an idea to immediately execute in PGHS.
- Need to involve every department in brainstorm sessions.
- Great ideas come when pressed for time.
- Brilliant results, quick thinking … what a great team.
- Randomly generated words put together create ideas.
- You can do diverge and converge quickly.
- Random words spur ideas.
- Brainstorm sessions can be easier than you think.
- Team ideas are better. Together is better.
‘It would be a missed opportunity if we didn’t’ … Cards
- Play more to bring more humanity to CX in our organizations.
- Not to try one of the ideas for CX collaborations.
- Do something fun like this with our team.
- Work together.
- Have more fun collaborating at work.
- Allow all ideas to flow freely with no judgment.
- Try to ensure that everyone in the organization gets some insight into how it feels to be our client through stories and experiences.
- Apply creativity to all of our work.
- Do this exercise in our teams including other functions we work with.
- Follow up and implement.
- All work together.
- Keep building on today.
- Think outside of the box, use creativity and laugh!
- Get back together to continue the conversation.
- Meet cross-functionally to discuss opportunities.
- Practice these skills.
- Think crazy.
- Try something new.
- Do this often enough.
- Come together more often to create.
- Understand what we all bring to the table.
- Thank Marilyn.
- Prioritize ideation and brainstorming.
- Take this approach and use it to drive CX improvement.
- Work together for a solution.
- Get our organization leader and employees behind changing our culture.
- Use creative brainstorming techniques to collaborate on CX roadmaps.
- Take the formalization out of problem-solving.
- Empower individuals to share in an unfiltered way.
- Laugh together.
- Continue to do this!
- Use empathy and creativity to solve our client’s problems.
- Have drinks after this.
- Consider all ideas for improving CX, regardless of how bad/weird/terrible the ideas might be.
- Learn and implement from today’s session.
- Share these ideas.
- Put ourselves in the customer’s shoes.
- Leave with all the ideas on how to help our customers.
- Promote collaboration across the teams.
- Invite a peer to work with us for a morning.
- Follow up on the recognition idea.
- Maintain this energy and keep the context of this CX work.
- Explore the possibilities in anything.
- Continue to build on each other’s ideas.
- Follow up with stories.
- Share more ideas across organizations.
- Engage employees to be creative.
- Collaborate and share ideas.
- Talk to those who are involved in the steps involved in the solutions provided to the customers.
- Collaborate for leadership department planning with others in the organization.
- Put some of these ideas into practice.
- Change our behaviour in the future.
- Mobilize CX at our company. We need more momentum
- Do this every day.
- Bring our employee voices to the surface!
- Create linkages randomly.
- Incorporate more fun into CX.
- Listen to everyone’s ideas.
- Take some time every day to brainstorm and let our minds explore.
- Want to change or improve our current business structure.
- Take what we learned and put it to work.
- Implement ideas to improve CX.
- Implement or bring these ideas back to work.
- Hear from our own employees.
- Make sure to have fun together.
- Embrace diversity of thought.
- Bring some of these ideas back to the broader team.
- Figure out a way (if we haven’t already) to get CX input from all departments.
- Have more fun when brainstorming.
- Implement some of these ideas.
- Take contributions from all of the team.
- Take all this practical knowledge back to our own companies.
- Use what we learned today.
- Have this learning session.
- Ask and listen.
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