Moments of Truth™
Walk your customer's journey. Find where the promise breaks.
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TruthCX journey game
Your team maps a real customer journey in five stages, then draws "reality cards" that reveal what actually happens at each step — the phone tree, the handoff that drops, the invoice surprise. Players bet on which moment is bleeding the most loyalty before the reveal. It's your own customer experience, played back at you — and the room never forgets it.
- Journey board (5 stages)
- 90 reality cards + blank cards for your own
- Loyalty meter + betting chips
- Facilitator guide + service-recovery worksheet
- 4–10 players · 60 min
- Bet → reveal → repair, stage by stage
- Round two: redesign the broken moment
- CX, service & frontline leadership
- Hospitality, healthcare, retail
- Voice-of-customer kickoffs
- Your top 3 broken moments, named
- A repair owner for each
- A promise-audit habit
Order. Play. Act.
Order online
No calls, no meetings. Digital editions download instantly after checkout.
Run it yourselves
The facilitator guide walks anyone on your team through the session, step by step.
Walk away with a plan
Every session ends with a structured debrief mapped onto your real business.
Good to know.
How is it delivered?
Print-and-play editions are delivered instantly after payment through a download link. Printed and boxed editions ship to U.S. addresses when the edition is ready.
Do I need a facilitator?
No. Every game and kit includes a facilitator guide that assumes zero experience. If you'd like a Caiwood X partner to run the debrief, book a free call.
Can I get a refund?
Digital files are final once delivered, but if a file is missing, corrupted or not as described, email us within 14 days and we'll replace it or refund you. Pre-orders can be cancelled for a full refund until they ship. See the Terms of Sale.
Can we use it across our company?
Yes, inside your own organization. For white-label or multi-company use, ask about custom editions.
Full details in our Terms of Sale.
Keep exploring.
A partner can run it with you.
Book a free 45-minute call. We'll tell you which tool fits, or whether you need one at all.