CX PLAY
As the competition intensifies, customer understanding and customer experience development have become an integral part of any organisation’s strategy. Developed by our specialists, TosiLeikki – CX Play helps you in building better customer experiences and improving the customer understanding within your organisation, with the use of simple Lego bricks.
The LEGO® Serious Play method has been used internationally for many years, to develop the business for a variety of companies and organisations. The results speak for themselves. LEGO® Serious Play® changes the way people think and aims to develop businesses in a whole new way.
BUILD BETTER CUSTOMER EXPERIENCES
Customer Understanding is Needed for Competitive Differentiation
When you want to build unique, distinctive, and superior customer experiences, you must first change your mindset. Differentiation is not possible with the same familiar techniques that your competitors are using.
With our expert coaching, you can take your organisation’s customer experience to a whole new level. We use Legos to build an overview of each unique customer encounter. Why? Because it helps highlight the strategic importance of customer experiences and intentional journey management to your entire organisation.
Using a New Language to Overcome Organisational Silos
We provide you access to a new language that makes you think and speak in an entirely different way – with your hands! By using this creative method, you will realise in a concrete fashion, what the factors are that influence how customer experiences are created, and discuss your options to improve openly with other participants. With Legos, you strengthen your team spirit and commitment to achieve common goals.
Developing Customer Understanding Together
By using this method, you will identify the different internal and external factors that influence your own operations. It will also allow you to evaluate the different scenario outcomes. It is easier to bring new ideas to the table, and question old ways of working. As a result, you can take very significant steps moving your business forward.
Visible Effects Directly in your Business
As the purchasing behaviours of consumers change, maintaining a strong relationship with your customers and developing these relationships continuously support the success of your business. Utilising customer understanding will clearly set your organisation apart from your competitors.
A Vantage Point to Future Customer Experiences
LEGO® Serious Play® offers the building blocks you need by concretely highlighting the current, past, and future of your company’s customer experiences. Tosi Leikki – CX Play coaching accelerates the development of your customer experiences, and helps you to start building superior customer experiences for your organisation.
Facilitators
CEO, Founder, Shirute
Sirte Pihlaja
Customer Experience Optimiser, CCXP, Trained LEGO® SERIOUS PLAY® Facilitator
Sirte Pihlaja (Certified Customer Experience Professional, Trained LEGO(R) Serious Play(R) Facilitator) is the founder and CEO of Shirute, the first Customer Experience Agency in Finland. She heads the activities of Customer Experience Professionals Association (CXPA) in Finland (www.cxpa.fi).
Sirte is a CX expert with solid coaching skills, who has been internationally recognized for her thought leadership in the field. For over 25 years, she has advised businesses around the globe in strategy, experience design, sales and brand development to differentiate their brands by radically improving their CX. Sirte is a sought-after designer, keynote speaker, facilitator, blogger and chairperson, who is a familiar face in international influencer seminars.
Sirte produces creative solutions to revolutionize customer experiences, and helps her clients in creating memorable, profitable customer experiences through CX optimisation, research, measurement and design, voice of customer and reputation management, data-driven business and transforming businesses through service design and digitalisation. She guides decision makers in developing their customer understanding, and is known for transforming customer insight into actionable results quickly and cost-effectively. Previously, she worked as a business manager, senior strategist and service design lead at Accenture, Tieto and Fjord, as well as over 10 years in international media.
CEO, Founder at IntHRface
Micael Buckle
Certified LEGO® SERIOUS PLAY® Facilitator
Micael Buckle is the founder and CEO of consulting company IntHRface. He has worked in numerous projects and development processes for his clients developing strategy, organisational, team and leadership skills both in Denmark and globally (e.g. AstraZeneca, Danfoss, GN Resound, Grundfos, Health Care Regions in Denmark, LEGO, Leo Pharma, Maersk, Municipality of Copenhagen, Novo, Nycomed, Mærsk, Siemens, Siemens Wind Power, SOBI, Takeda and TORM ).
Buckle has been certified in LEGO® Serious Play® at LEGO Company in 2003. Micael has lead more than 500 workshops around the world using the LEGO® Serious Play® methodology. He is the leading trainer of LEGO® Serious Play® in Europe, and is responsible for facilitator training and certifications at Hotel LEGOLAND in Billund, Denmark and Windsor, UK.
Micael used to work as an officer in the Armed Forces in Denmark. Thanks to his background, he has high experience in strategy and leadership. He has commander experience both in his home country and abroad, and has been in charge of officers training in the Armed Forces in Denmark. He has studied educational science and organisational psychology at the university in Denmark.
Linda Bremer
Store manager, Lautapelit.fi
Development Manager
Petri Lagervist
Project manager, Caruna Oy
Essi Tromsted
Kiia Aarnio
Store manager, Benetton Group
Anne Mikkilä
Customer Experience Director, Tieto
Veronika Kiseleva
Advertising Operations Manager, ThirdPresence
Nora London
Elsa Nurmi
Service Instructor
Shopping Center Manager
Consultant
Service Designer
People Growth Development Lead
Iiris Lahti
Head of Online Performance Unit, Sanoma
Designer
