rethinkCX

FEBRUARY 17, 2025

Personalization Increases Engagement Consumers expect tailored experiences, with 80% more likely to do business with a brand that offers personalized interactions (Epsilon). Gamification & Community Building Engaging customers through gamification, rewards, and exclusive communities boosts long-term loyalty.

Gamification 52

Gamification Engagement Customer Engagement e-support 52

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. Gamification Gamification is all the rage in survey research and for good reason! The good news is that there are still ways to get VoC programs back on track.

Gamification 195

Gamification How To Customer Journeys Omni-Channel 195

Calabrio

MARCH 4, 2025

As consumers, we expect more than the flexibility of multiple channels. But meanwhile, specialized solutions like self-scheduling tools , gamification, and automated quality management may be required to deliver real impact. Whats perhaps most important, though, is that its also reshaped expectations for interactions.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

Beyond Philosophy

JUNE 11, 2015

Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.” This example is consistent with some overall gamification trends.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

ijgolding

NOVEMBER 23, 2018

Gamification. Banks will now have to publish how likely their customers are to recommend them for customer service as part of new measures designed to make it simpler for consumers to compare and switch. There are many, many reasons that sit behind this very significant problem. Organisational silos. Differing compensation targets.

Measurement 208

Measurement Banking Gamification Financial 208

Alida

APRIL 5, 2017

Combine the ubiquity of mobile devices and the power of gamification , and it’s no wonder consumers have fueled the explosion of mobile apps. Gamification as a monetization tool can encourage various user behaviors, such as making purchases, in exchange for extrinsic or intrinsic rewards.

Retail 154

Retail Customer Base Strategy Rewards Programs 154

TechSee

SEPTEMBER 29, 2020

There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching. Accelerate resolutions with AI-powered agent assistance. Monotony can be alleviated by changing scripts or desk placement, for example.

Call Center 196

Call Center Self Service Strategy Contact Center 196

CSM Magazine

MARCH 14, 2025

As consumer habits shift and expectations grow, brands face increasing pressure to create loyalty programs that feel personal, relevant, and rewarding. In a world where consumers are constantly presented with choices, personalization has become a non-negotiable. This affects everyone. Buying something is a statement.

Loyalty 52

Loyalty Trends Strategy Loyalty Programs 52

CSM Magazine

APRIL 3, 2025

But what does this mean for the modern-day consumer, and how are Web3 platforms driving this transformation? Gamification and FOMO : PEPE’s viral growth was fueled by gamified elements, such as staking rewards and rapid token launches. Better customer experiences. They’ll be more likely to actively participate.

Customer Experience 52

Customer Experience Loyalty Programs Government Gamification 52

Optimove

APRIL 27, 2023

By the time you get back to the office, you’ll have spent your entire lunch hour enjoying the fun of app gamification — and with a recent study by App Annie telling us that 70% of the world’s 2,000 largest companies are using gamification in their mobile apps, you won’t be alone. Increased spend?

Gamification 52

Gamification Loyalty Programs Loyalty Study 52

CSM Magazine

MARCH 27, 2025

The Consumer Expectation Shift Gone are the days when people were okay with 24-hour email replies. Todays digital consumer expects a seamless, lightning-fast experience. Gamification to Keep Users Hooked Progress bars, badges, leaderboards – they turn every interaction into a mini-game. If you blink, you might miss them.

Customer Engagement 52

Customer Engagement Engagement Gamification Competitive Advantage 52

Playvox

SEPTEMBER 30, 2021

At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen.

Gamification 52

Gamification Call Center Contact Center Employee Engagement 52

Team Support

MAY 17, 2019

The more formal definition – gamification – is essentially a tactic used by the customer support industry to incentivize agents to reach specific (yet often arbitrary) goals put in place by leadership. Below are 3 reasons why gamification is a bad strategy for B2B customer support.

Gamification 49

Gamification B2B B2C Infographics 49

Vonage

OCTOBER 22, 2015

With more consumers turning to channels such as Facebook to complain about poor customer service, social media is a technology that has caused contact centers a great deal of concern. Gamification. Traditionally used for rewarding customers, gamification can also be effectively used for employee recognition. Social media.

Technology 120

Technology Customer Service Gamification Wireless 120

TechSee

JUNE 4, 2019

While these non-technological training styles center offer a number of benefits, they can consume a considerable portion of a call center’s resources in terms of time and cost. Gamification is an immersive, exciting experience that engages and motivates agents. Get in the game. Make the workplace fun again.

Call Center 117

Call Center Training Technology Gamification 117

Optimove

NOVEMBER 15, 2022

Shorter attention spans and limited time to consume content that demands focus for longer than a few seconds. Gen Z’ers who follow and consume your social content will often extend your brands’ reach by prolifically sharing the content they love with others who may not be on your app. The result? Long and short? Being social counts!

Tips 105

Tips Gamification Engagement Marketing 105

rethinkCX

FEBRUARY 17, 2025

Personalization & Customer Recognition A study by Accenture found that 91% of consumers are more likely to shop with brands that provide relevant offers and recommendations ( Accenture ). Gamification in loyalty programs to boost engagement. Sustainability-focused loyalty initiatives to appeal to eco-conscious consumers.

Loyalty 52

Loyalty Brands Loyalty Programs Rewards Programs 52

Michelli Experience

DECEMBER 5, 2017

Listen to and watch overarching consumer behaviors and more importantly become an expert on your core customer segments.”. consumers who own in-home assistants — found that 17 percent of smart assistant owners used their devices for holiday shopping last year. The answer is simple and one I apply to many questions I face.

Gamification 113

Gamification Consulting Study Customer Centricity 113

NICE inContact

JULY 25, 2019

Challenges can consistently be given through gamification tools. It doesn’t have to be a time-consuming task either, you can unify coaching capabilities via powerful performance management. 4) Help Your Agents Set a Career Path. Employees don’t want to be stagnant. They will work a difficult job if it will lead them to a better future.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Michelli Experience

DECEMBER 5, 2017

Listen to and watch overarching consumer behaviors and more importantly become an expert on your core customer segments.”. consumers who own in-home assistants — found that 17 percent of smart assistant owners used their devices for holiday shopping last year. The answer is simple and one I apply to many questions I face.

Gamification 100

Gamification Consulting Study Customer Centricity 100

TechSee

JUNE 25, 2019

Organizations now have access to huge amounts of data about their customers that can be used to provide personalized service and recommendations to targeted consumers. AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one.

Technology 122

Technology Customer Service Contact Center Omni-Channel 122

Calabrio

OCTOBER 3, 2019

For many years, contact center leaders have viewed automated Workforce Management (WFM) as their saviour, eliminating many hours of time-consuming manual entry to balance their resources effectively. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom.

Self Service 145

Self Service Contact Center Gamification Competitive Advantage 145

Vonage

FEBRUARY 7, 2017

For example, more and more businesses are using gamification tools such as Motivate, which is designed to promote best practices and productivity among contact centre employees. The mistake: While the majority of consumers prefer to speak to a real person when seeking customer service, many are reluctant to pick up the phone.

Customer Service 120

Customer Service Self Service How To Gamification 120

CSM Magazine

DECEMBER 5, 2017

Consumers will be engaging with companies via these voice-enabled channels and will have higher expectations on the accuracy and their capability to help answer customer service issues. Gamification. Gamification will grow as a trend because most of the customer service workforce will be millennials or Gen Z.

Self Service 80

Self Service Customer Service Gamification CRM 80

NICE inContact

AUGUST 1, 2017

Without effective tools, monitoring performance can be so time consuming that when the data is finally gathered, managers only have enough bandwidth to put out the fires and talk to the negative to get back on track. Manual reporting and lack of real-time performance visibility contributes to the dearth of positive manager-agent interactions.

Contact Center 122

Contact Center Gamification Feedback Meeting 122

CSM Magazine

OCTOBER 21, 2024

Gamification can work wonders here too. 91% of consumers reportedly prefer shopping with brands that offer personalized recommendations, and 77% are willing to pay more for personalized services – the stats certainly speak for themselves. A great rewards program is intuitive, easy to join, and worth the effort.

Retail 52

Retail Engagement Customer Experience Tips 52

TechSee

MARCH 7, 2019

Gamification. When gamification is introduced into a contact center environment, agents compete to complete objectives and outpace colleagues in specific metrics such as hours worked and average speed to answer.

Self Service 104

Self Service Contact Center Gamification Video 104

CSM Magazine

FEBRUARY 19, 2025

Solution Gamification and Rewards Systems Incorporate points, badges, or progress trackers to mark therapy milestones or consistent app usage. Consumer Protection: Overstating treatment efficacy or making unsupported clinical claims can invite legal scrutiny and erode user trust. FDA in the U.S.).

Healthcare 52

Healthcare Exercises Gamification Policies 52

Alida

NOVEMBER 28, 2017

While Red Bull sees gamification as enabling a successful community, Scripps has learned it’s not about offering prizes, it’s about authentic, two-way conversations, said Etela. Etela said it’s easy to use, provides the company with more control, and is less time-consuming. Create a process.

Gamification 100

Gamification Competitive Advantage Innovation Resources 100

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Gamify Your Service Center Gamification has become a popular way to motivate employees and boost contact center productivity in service and support centers.

Contact Center 84

Contact Center Gamification Training Customer Satisfaction 84

ProProfs Chat

SEPTEMBER 9, 2020

Leverage Gamification. 5. These loyalty program benefits become the reason for consumers to stick to your brand. Besides loyalty perks, consumers also love brands that support charitable causes. Two-thirds of consumers believe it’s important for brands to take a public stand on social and political issues.

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Gamification 96

Vonage

MARCH 26, 2018

According to Forrester, while self-service technologies now enable consumers to handle many routine tasks easily, across many devices and channels, there is a sense that “we’ve cut the soul out of customer interactions by removing the person-to-person connection.”. Building a personal connection.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

inmoment

NOVEMBER 8, 2018

It used to be that retailers considered the four “P’s” of marketing when pushing their wares to consumers: product, price, promotion and place. Our 2018 Retail CX Trends study asked consumers whether a “recent, enjoyable” shopping experience occured at a physical store, digitally, or through a combination of physical and digital.

Retail 45

Retail Consumers Trends Gamification 45

Optimove

SEPTEMBER 22, 2024

Captain Up: Uses AI to offer gamification technologies that enhance player engagement and retention through personalized rewards. The collaboration addresses the growing consumer demand for personalized experiences, with expectations for a 5-15% revenue increase through personalization.

CRM 59

CRM Gamification ROI Loyalty 59

CSM Magazine

AUGUST 27, 2024

From virtual reality simulations to gamification, the latest tech-driven approaches are transforming how businesses train their teams. Engaging Employees Through Gamification According to NIIT, gamification has emerged as a powerful tool in customer service training, offering a fun way for employees to develop essential skills.

Customer Service Training 52

Customer Service Training Training Gamification Customer Service 52

UJET

NOVEMBER 3, 2020

AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people. Noon provides lighting systems for both professional contractors and consumers. To truly modernize your customer service, you don’t need to choose between AI or human involvement.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

ShepHyken

MAY 26, 2023

In an ever-evolving marketplace, traditional loyalty programs are facing increasing challenges in capturing and retaining customer attention. To meet the demands of today’s discerning consumers, businesses are embracing next-generation loyalty programs that prioritize customer experiences.

Loyalty Programs 62

Loyalty Programs Loyalty Gamification Customer Experience 62