Deal the Deck
Kill the council deck; deal issue cards executives must claim, or orphans rot.
The job
Replaces the monthly CX council slide deck with live issue cards that owners claim with a fix date and retire only when the fix is confirmed, so both neglect and delivery become visible.
The moment
Instead of a slide deck, the monthly CX council deals issue cards, like a trading card game. Executives must claim cards and set a fix date.
Two cards nobody claimed last month come back cracked, now 1,380 complaints worse, with a new customer quote: "I gave up and went to your competitor".
Beside them, last month's payday app outage card is retired to the Hall of Fame: contacts down a verified 64%, and $410,000 a month saved by the COO.
What it does
- Deal and claim a card
- Commit / move a fix date, pre-write a note
- Retire to the Hall of Fame
- Send each owner's hand
- Open a card's evidence
What you see
Trading cards with rarity, HP, damage and flavour text; cracking orphan pile; Hall of Fame
What it moves
The share of the top 10 issues with a named owner, contacts removed by retired cards, and money saved each month.
Built for
- Executives & leadership
- CX leaders & VoC
- Finance
