Designing High-Value Customer Experience Audits for Enterprise Reps
Designed for Senior Enterprise Account Executives and Customer Success Managers responsible for high-value, ongoing B2B client relationships to spark real collaboration and high-energy learning.
A 90-minute virtual session for seasoned enterprise sales and customer success professionals. Participants are under pressure to defend account renewals and expand revenue, but struggle to systematically assess and improve the often-complex customer experience across multiple stakeholders and touchpoints. They worry that generic feedback and ad-hoc check-ins miss root causes and opportunities.
Mystery Touchpoint Reveal
Start the session by showing participants a redacted case study from a major enterprise deal, with key touchpoints anonymized. Challenge them to guess which moments had the biggest impact on customer loyalty—using only clues from anonymized customer quotes and outcome metrics.
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Why this works
Harnesses our natural curiosity and pattern-matching drive, and primes participants to think like investigators rather than order-takers.
CX Audit Myths Busted
Present participants with three common statements about enterprise CX audits (e.g., 'They're just fancy CSAT surveys' or 'Only front-line interactions matter'). Ask them to vote: True or Myth? Debrief with short, sharp evidence or counter-examples.
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Why this works
Confronts outdated or limiting beliefs, lowering resistance to new methods.
Silent Journey Mapping
Facilitator shares a blank customer journey template. Each participant privately types (or writes) the three touchpoints they personally find hardest to audit—no sharing yet. This low-pressure check-in gets everyone reflecting on their reality before discussion.
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Why this works
Reduces social risk; primes individual thinking and surfaces internal doubts.
Audit-Speed Dating
Break participants into random pairs. Each has two minutes to describe one real-world customer touchpoint they're struggling to audit (without naming the client). Partners ask, 'What's one question you wish you could ask the customer but can’t?' then swap.
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Why this works
Activates peer energy and surfaces practical dilemmas quickly; builds safety and momentum.
Client Dilemma Playbook
Present a rich dilemma: 'A critical stakeholder at a top account says their team is happy, but renewal signals are weak. Your internal contacts insist everything's fine. What specific audit moves do you make?' Invite small groups to choose three concrete actions from an (intentionally) long list, and justify their picks.
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Why this works
Connects theory to actual dilemmas, forces prioritization, and fosters collaborative strategy.
Personal Audit Blueprint
To close, participants quiet-reflect for 1 minute on one account where their CX audit process has gaps or blind spots. Each writes (privately or in chat) a single, specific audit action they’ll trial in the next week, framing it as a 'Monday Move.' Volunteers can share for peer accountability.
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Why this works
Drives ownership, bridges intention to action, and leverages public commitment for follow-through.
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