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Customer experience simulation

The Customer's Shoes

Step into the customer's shoes as AI makes the decisions. Apply, ask for help and try to challenge a decision, then discover where a human touch still matters most.

REQUESTDECLINED
Duration
60 or 90 minutes
Team size
Up to 10 per team
Group size
Any size
Price
£12 per person (60 minutes), £18 per person (90 minutes)

About the session

It's easy to look at AI efficiency figures and feel good. It's harder when you're the customer being told "your request has been declined" by a chatbot that can't explain why.

In this session your people go through a customer journey where AI makes the decisions. They apply for a product, make a request and try to challenge a decision they disagree with. Some are approved instantly. Others are asked for more information, or turned down with no real explanation. The automated helpdesk is polite, repeats the policy and offers to escalate, but nothing happens.

Then a human steps in and sorts it out in two minutes. The contrast is the point. It isn't an anti-AI session: it shows where AI is brilliant and where it lets customers down, and each team leaves with clear ideas for where the human touch matters most.

What to expect

  • A customer journey where AI makes every decision
  • Different outcomes for different people, just like real customers
  • A deliberately frustrating attempt to challenge a decision
  • The moment a human steps in
  • Each team's top three moments where AI helped and where a person was essential

Sample agenda

  1. 0–10 minutesWelcome and your customer profile
  2. 10–25 minutesStage 1: the application
  3. 25–40 minutesStage 2: the request
  4. 40–60 minutesStage 3: the dispute
  5. 60–70 minutesStage 4: the human moment
  6. 70–90 minutesDebrief and recommendations

Questions

What's different in the 60-minute version?

All four stages are included, with a shorter debrief. The 90-minute version leaves more time for each team to build its recommendations.

Is it anti-AI?

Not at all. The aim is better AI, not less AI. The session shows where it works brilliantly as well as where it falls short.

Who is it for?

Any customer-facing organisation, and especially leadership teams who set AI strategy but rarely experience it as a customer.

How does a hosted virtual game work?

Everyone joins your usual video call. We split the group into teams of up to 10, each in its own breakout room with a dedicated host who shares the game on screen and types in the answers the team agrees on. A live leaderboard keeps the competition going.

How far ahead do we need to book?

At least 48 hours ahead, Monday to Friday. Same-day sessions are sometimes possible on request: book as usual and we will confirm as quickly as we can.

Is there a minimum or maximum group size?

There is no maximum. The minimum booking is £150 + VAT, so groups under 13 people pay the minimum.

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