You\u2019ve got a shiny CX strategy\u2014now make it operational. The CX Challenge Cards give you 100 targeted \u201cHow might we\u2026?\u201d prompts you can cluster by Outcome or Journey Stage, then prioritise using market-relevant trends and real-world symptoms so teams can move from intent to execution\u2014fast. \ufffc<\/p>\n\n\n\n
Most organisations don\u2019t fail for lack of slides or posters. They fail because nothing changes in the way teams decide, design, and deliver. The Challenge Cards are built to bridge the persistent gap between knowing and doing, so strategy stops living in a deck and starts shaping decisions. \ufffc<\/p>\n\n\n\n
Core idea: Treat \u201cproblems\u201d as design challenges and give cross-functional teams a shared, practical way to frame them. \ufffc<\/p>\n\n\n\n
What\u2019s inside the box<\/strong> To prevent overwhelm, every challenge is colour-coded into one of six high-level outcomes (e.g., Trust & Reliability, Ease of Use), with sensible sub-themes (e.g., consistency, technology). You can pull only the cards that ladder up to the outcome(s) you want to move\u2014and ignore the rest. That makes prioritisation tangible and defensible. \ufffc<\/p>\n\n\n\n Example moves<\/strong> Each challenge is more than a nice sentence. Flip the card to get decision fuel: Cards are mapped to a simple, generic lifecycle to keep teams oriented without dictating your bespoke model: You can filter by stage, group by outcome, or explore freely\u2014whatever best suits the question at hand. The goal is shared language first, practical focus second. \ufffc<\/p>\n\n\n\n 1) From Enablers to Tactics (Strategy \u2192 Action<\/strong>)<\/p>\n\n\n\n If you\u2019ve already aligned on CX Enablers (Part 1), use the cross-references to pull the matching Challenge Cards. This creates a traceable line from principle to project backlog. \ufffc<\/p>\n\n\n\n Flow 2) Outcome-led framing<\/strong><\/p>\n\n\n\n Start with the outcome you want (e.g., Trust). Draw only those cards. Rank by \u201cimpact vs. effort,\u201d then define one \u201cthin slice\u201d experiment per top challenge. (Contrarian tip: kill the bottom three to create focus.)<\/p>\n\n\n\n 3) Journey hot-spotting<\/strong><\/p>\n\n\n\n Pick a problematic stage (e.g., Onboarding & Activation). Lay out relevant cards; tag each with the observable symptom you\u2019ve seen in data or feedback. Prioritise the challenges that tie to measurable leakage (e.g., activation drop-offs).<\/p>\n\n\n\n A quick facilitator\u2019s agenda (60\u201390 min)<\/strong> Pro move: Limit yourselves to three active challenges at a time. Throughput beats inventory.<\/p>\n\n\n\n Example challenge (to illustrate the mechanics)<\/strong>
\u2022 100 \u201cHow might we\u2026?\u201d challenges that cover a generic end-to-end customer lifecycle. Not every card will be relevant to you\u2014but the right subset will accelerate framing and alignment.
\u2022 Blank cards for adding organisation-specific challenges.
\u2022 Instruction & anatomy cards, plus a workshop card describing a human-centred design flow for facilitating with the deck. <\/p>\n\n\n\nThe Outcomes model (your north star for grouping)<\/h2>\n\n\n\n
\u2022 Want to improve Trust & Reliability? Filter for that outcome\u2019s colour and discuss only those challenges.
\u2022 Need to reduce effort? Pull Ease of Use challenges and map where friction hides.<\/p>\n\n\n\nCard anatomy (the \u201cso what?\u201d on the back)<\/h2>\n\n\n\n
\u2022 Outcome tag and Enabler references (connects back to Part 1\u2019s CX Enablers).
\u2022 Trend signal & priority\u2014e.g., data-driven personalisation is flagged as high priority given current market attention.
\u2022 Symptoms\u2014operational indicators that this challenge matters for you (e.g., declining retention, negative NPS in retention moments, stagnant CLV).
\u2022 Journey stage\u2014where the issue most likely manifests.
This turns a conversation starter into an aligned decision. \ufffc<\/p>\n\n\n\nWhere challenges live across the journey<\/h2>\n\n\n\n
1. Awareness & Consideration
2. Acquisition & Conversion
3. Onboarding & Activation
4. Usage, Engagement & Support
5. Growth, Retention & Churn Management \ufffc<\/p>\n\n\n\nThree high-leverage ways to use the deck<\/h2>\n\n\n\n
\u2022 Pick 1\u20132 Enablers you must move.
\u2022 Pull the linked challenge numbers.
\u2022 Prioritise by Outcome and Symptom severity.
\u2022 Convert top challenges into experiments with owners and measures.<\/p>\n\n\n\n
1. Frame the objective (5 min): Which outcome or journey stage matters now and why?
2. Select the set (5 min): Pull Outcome or Stage-filtered cards.
3. Silent scan & dot-vote (10 min): Individually mark the 5 most resonant challenges.
4. Evidence check (15 min): For each top card, test the Symptoms against your data. If no evidence, park it.
5. Prioritise (15 min): Impact \u00d7 Effort; keep 3.
6. Define thin slices (10\u201330 min): For each, draft one experiment: hypothesis, metric, owner, next step.
7. Commit (5 min): Who is accountable by when?<\/p>\n\n\n\n
\u2022 HMW: \u201cHow might we make additional fees (e.g., early termination) completely transparent so customers can anticipate and avoid unexpected costs?\u201d
\u2022 Outcome: Likely Trust & Reliability (also affects Ease of Use).
\u2022 Symptoms to validate: Spike in billing complaints tagged \u201cunexpected fees\u201d; NPS dips around contract change; churn due to fee shock.
\u2022 Thin slice: Ship a fees calculator and proactive nudges before threshold events; measure delta in fee-related contacts and voluntary churn. <\/p>\n\n\n\nNo deck yet? Use the CX Priority Explorer (free)<\/a><\/h2>\n\n\n\n