A short, high-impact participative game in which attendees compete in teams to complete a simple task only to discover the frustrations and complexities that block their way.  This game is used to put the participants “in the shoes of the customer”, helping them to understand and “feel” why a focus on customer experience is critical to any business.  The session has been enjoyed by thousands of participants internationally and is often followed by a discussion or workshop to identify the pain points in the customer experience that your organisation delivers, leading to action planning.