Customer Experience Improvement through Services Innovation

by Lenovo India Pvt. Ltd.
4 870 5.0/5

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.
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21 November 2018 by Muruganandham T
NA
21 November 2018 by Samik Sengupta
Training Gamification is a unique new age concept to ensure training is more fun while the learning is enhanced and thus the application of the knowledge is much better by the trainees
22 November 2018 by Yathish Shivanna
a unique concept in the process of training simplification and always echoes the mantra ease of doing business
22 November 2018 by Mohamed Sufiyan
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