Build your vision. Build your team. Build engagement. BuildCX.
Bringing people together to solve problems faster
My name is Frances Chapireau: founder, customer experience consultant and workshop facilitator
I support teams in the design and implementation of customer experience projects, with a specific focus on stakeholder engagement, cross-functional collaboration and team development.
I believe that good ideas can come from anywhere and that organisations have a lot to gain by tapping into the collective knowledge and creativity of their people.
My background is in Customer Insights and Analytics, Voice of Customer program management and Customer Experience Management SaaS technology. I have worked on CX projects for leading brands across industries as diverse as hospitality, finance, telecoms, pharmaceuticals, retail and automotive.
I see my role as a blend of advisor, consultant and facilitator – helping teams find the answers for themselves, whilst supporting them with my skills and experience in customer research, data analysis, journey mapping, CX strategy and project management.
With over a decade of experience in this space, I’ve seen one common theme stand out above all the others: the challenge of cross-functional collaboration and getting stakeholder engagement.
Frankly, it’s a tough nut to crack and I believe it’s one of the main reasons that Voice of Customer and CX programs stall between the insights and action parts.
Stakeholder engagement should be central to your whole program from the beginning.
And so I started to look for ways of ‘doing CX’ a little differently. I found just that and became a trained facilitator of the LEGO® SERIOUS PLAY® method. It is the perfect complement to any CX program where you want to strengthen understanding, solve problems and innovate faster across teams and organisational silos.
What is the LEGO® SERIOUS PLAY® method?
The LEGO® SERIOUS PLAY® methodology is a problem-solving and communication tool, which helps us develop deep understanding within groups, build consensus and explore new ideas.
It is hands-on, collaborative and inclusive.
It fosters innovation and experimentation.
It helps avoid groupthink.
It sets the stage for effective decision-making.
It brings the whole experience of the team to the table.
It can be used in all kinds of situations where there is no obvious, single answer. And it lends itself really well to the kinds of challenges CX teams are looking to solve.
What does a workshop using the LEGO® SERIOUS PLAY® method look like?
In a LEGO® SERIOUS PLAY® workshop we swap pens and paper for LEGO® bricks - lots of them. Instead of writing your answers, you build them. Each round comprises four stages: the question posed by the facilitator (these are carefully designed beforehand), building, sharing and reflecting. We always start by building individual models and depending on the workshop aims and length, can move onto combining models into a group model or ‘landscape’. A workshop could span anywhere from a few hours to a full 2 days. The method works best face to face, but can be adapted to short online sessions.
Individual models being turned into a group model. This kind of group model can build alignment and shared vision for questions such as ‘what does customer-centricity mean for our business?’
These are four areas where LEGO® SERIOUS PLAY® can work really well for customer experience:
Vision and strategy
Team development
Project management (kick-offs and retrospectives, for example)
Customer journey and persona development
How can I use the LEGO® SERIOUS PLAY® method for CX?
LEGO® SERIOUS PLAY® is designed to be challenging and fun. It does not require any previous experience, works well cross-culturally, and there are no right or wrong answers.
Are you ready to unlock the value of your CX program?
My aim: collaborative, goal-oriented, courageous and dynamic teams, who are able to drive customer experience projects with lasting results.
My philosophy: start small and get people involved.
If this resonates with you and you have a challenge you would like to work on together, please get in touch.
frances.chapireau@buildcx.consulting
