One cool winter afternoon few millennials (Sam, Leena, Kelvin) were playing at their glory on smartphone games. Team leaders tried to stop them & reminded their next assignment but of no use. Few logged in late & may have scored less in their report. Being little disappointed they went back home little boarded and complained to team leader for a change. News spread out and reached to tower head. Like a usual leader he called for a meeting to understand the case. Team came in with various solutions but not much of use. During refresher of these team they stayed inattentive & didn’t get into knowledge base for learning to avoid potential mistakes. Again the feedback went to the leader and Pied Pier (leadership) was called for a solution. Pied Piper did a workshop & formed a team to divert the requirement through gaming process called Gamification. Project team was formed to deliver the requirement and finally Sam,Leena,Kelvin was seen happy playing games & earning incentives at the month end. Customer voice was heard for these guys for delivering effortless experience. All work and no play makes these young guys a dull boy.
Lessons Learned
- Stay disruptive and innovate from opportunities – Traditional way for learning through classroom and presentation modules may not influence new hire always in adapting new concepts and processes fast. Their inclination has given a trigger to innovate. A true example to look for challenges and converting it to opportunities through disruptive innovation
- Real time simulation is more effective in building CX journey- Traditional notes, modules, screen shorts was less effective than real time simulation of scenarios through a gaming process which leads to inquisitiveness, ability to perceive and challenge employees for self-learning. It helped members for mid brain activation and address customer issues on floor more effectively thus improving CX score
- Incentives are beyond BAU – Gamification helped team to improve the base service level and keeping the process more business as usual. They started learning to gain more points & rewards which is actually beyond business as usual level leading to aspiration goal setting and earning incentive for a value added delivery.