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Gamification

G端lden Bilg端tay
G端lden Bilg端tay

This private document discusses gamification, including key concepts, definitions, types of player motivation, game mechanics, and examples of gamification in business contexts like banking, insurance, and customer relationship management (CRM). It provides an overview of gamification principles and frameworks, outlines risks and challenges, and shares demonstrations of gamification systems implemented at banks like BBVA and OCBC to motivate customer savings behaviors. The document concludes with a discussion of how gamification can be applied within CRM specifically to improve metrics like deal closing, customer service, and employee collaboration and skills.

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Private and confidential document of GT GAMIFICATION G端lden B聴LGTAY DASK,CRM VE F聴LO Ocak 2013
Private and confidential document of GT 2 Agenda Game Effect in Our Lifes Key Concepts What Gamification is / is not ? Player Types Game Mechanics Gamification In Business Gamification Demonstrations CRM in Action References
Private and confidential document of GT 3 Game Effect in Our Lifes
Private and confidential document of GT Game Effect in Our Lifes 4
Private and confidential document of GT Gartner says According to Gartner, 束gamification has emerged as a recognizable trend. Rarely does an emerging trend impact so many areas of business/society. 5 Key Concepts
Private and confidential document of GT Process that elicits, controls, and sustains certain behaviors. Motivation can be considered as a group of phenomena which affect the nature of an individual's behavior, the strength of the behavior, and the persistence of the behavior. Types of motivations: Intrinsic - based on the pleasure generated by the activity rather than relying on an external reward Extrinsic. - can be internalized by individuals if the task fits with their values and beliefs and therefore helps to fulfill their basic psychological needs 6 MOTIVATION Key Concepts
Private and confidential document of GT Intrinsic Motivation Extrinsic Motivation 7 Autonomy Belonging Mastery Power Fun Curiosity Acceptance Honor Meaning Prizes Points Levels Leaderboards Badges Quests Gold Stars Progress Bar Money Order Social Status Idealism MOTIVATION Key Concepts
Private and confidential document of GT A spontaneous joy while performing a task 束being completely involved in an activity for its own sake.The ego falls away.Time flies. Every action, movement, and thought follows inevitably from the previous one, like playing jazz. Your whole being is involved, and youre using your skills to the utmost損 by Mihaly Csikszentmihalyi MANAGING THE FLOW ! balancing the difficulty of the challenges presented with the skill levels of the players 8 MOMENTUM (FLOW) Key Concepts
Private and confidential document of GT Providing rewards that are meaningful to the participants. Different people will find different rewards and incentives meaningful But many will value opportunities to help charities through donations, lose weight, master a specific skill or achieve a significant task. 9 MEANING Key Concepts
Private and confidential document of GT Video - Bottle Bank Arcade 10 Key Concepts
Private and confidential document of GT 11 What Gamification Is Not? Fixing Core business problems !? NO Not only coding a game Gamification is not about playing games, its about solving problems and engaging your users Wont solve all of your problems at work. if employees dont like their jobs and the culture at your organization is deteriorating then gamification wont all of a sudden make your company a fantastic place to work.
Private and confidential document of GT 12 Gamification uses game design and gaming models in traditionally non-game scenarios/ contexts. At the very heart of what you're trying to do with gamification is to get people to come in, keep coming in and bring their friends to create a cycle in which your products, services and engagement drive customer adoption The idea is to incentivize, encourage, and activate engaged people around everyday tasks and life with rewards, badges, leaders, levels, objectives, and other symbols that have assigned value and propel engagement What Gamification Is?
Private and confidential document of GT 13 Explorers : Find every hidden level,tip,crack..etc. Super Mario Brothers Achievers : losing at the game will likely cause them to lose interest in playing it. Socializers : dont care about the game or winning. To them,the game is a backdrop for meaningful long-term social interactions. Killers: Similar to achievers in the desire to win; BUT ! winning isnt enough. They must win and someone else must lose. Player Types
Private and confidential document of GT 14 Explorers : Find every hidden level,tip,crack..etc. Super Mario Brothers Achievers : losing at the game will likely cause them to lose interest in playing it. Socializers : dont care about the game or winning. To them,the game is a backdrop for meaningful long-term social interactions. Killers: Similar to achievers in the desire to win; BUT ! winning isnt enough. They must win and someone else must lose. 80% Socializer50% Explorer 40% Achiever 20% Killer GamerDNA : http://www.gamerdna.com/quizzes/bartle-test-of-gamer-psychology Player Types
Private and confidential document of GT Rules : Internal structures of the game. User Feedback : Moment by moment Interaction. Points & Progress Bars Dashboards 15 Leaderboards : Triggering the passion of being at the top point Badges : Stimulating physchology of collecting & give a virtual reputation / status to the user among the others. Challenges : Motivate users to do more Levels : Indicating progress. Game Mechanics
Private and confidential document of GT 16 FourSquare Badges rewarding users for participation/check-ins Loyalty program rewarding those who check-in the most Game Mechanics
Private and confidential document of GT 17 Game Mechanics
Private and confidential document of GT 18 Gamification in Business
Private and confidential document of GT 19 Gamification in Business
Private and confidential document of GT ADVANTAGES 20 High user adoption and engagement. New Products and Services designed by 束Game Thinking損. Gamification can become the process for building a comprehensive new digital services platform. Make work 束FUN損 束 Gamification of online finances, is a way how to make sometimes boring banking more fun and engaging for end customers, with using points, badges and social sharing 損 by BBVA Good gamification deployments increase value of a companys brand Gamification in Business
Private and confidential document of GT RISKS 21 Trying to add fun to an activity is difficult. Hard to understand customer motivation Collobrative Environment Problems: Punishment : Unhappy users stop participating Extinction : Removing attention to decrease a behaviour. No one size fits all with gamification. Different people play different games for different reasons.While gamifying some activity may engage part of the stakeholders, it is not likely to appeal to all stakeholders. Missing the Target ! Unnecessarry journeys & distracting customers from the main purpose of giving them what actually want More a process than a product. User engagement Must be built in at the product/service level. Gamification in Business
Private and confidential document of GT Is Gamification the Right Play for Your Business? 22 Gamification in Business
Private and confidential document of GT 23 An estimated 70% of the top 2000 public companies in the world will have at least one gamified application by 2014 80% of current gamified applications will fail to meet business objectives primarily because of poor design. - Gartner predicts that by 2014, Gamification is a $100 million market that should grow to $2.8 billion by 2016, according to M2 Research, an Encinitas, California, Gamification in Business
Private and confidential document of GT How it has been used in Banking? 24 Gamification in Business
Private and confidential document of GT BBVA Game 25 4SQUARE Integration Customers who "check-in" at the branches will earn 1,500 BBVA Game points Facebook Integrationa virtual economy around the pointsystem! Gamification Demonstrations
Private and confidential document of GT 26 4SQUARE Integration Customers who "check-in" at the branches will earn 1,500 BBVA Game points Facebook Integrationa virtual economy around the pointsystem! BBVA Game App on Facebook Attracts 37,000 Users in 2 Months ! Gamification Demonstrations BBVA Game
Private and confidential document of GT 27 4SQUARE Integration Customers who "check-in" at the branches will earn 1,500 BBVA Game points Facebook Integrationa virtual economy around the pointsystem! Changing habits of customers Encouraging Internet Banking Simple & Easy Implementation Gamification Demonstrations BBVA Game BBVA Game App on Facebook Attracts 37,000 Users in 2 Months !
Private and confidential document of GT 28 Gamification Demonstrations BBVA Game
Private and confidential document of GT SAVE UP ! gamifies user saving accounts, mortgages, loans&investments and paying down debt 29
Private and confidential document of GT 30 Gamification Demonstrations SaveUp : first free rewards program for saving money and reducing debt
Private and confidential document of GT 31 Users earn SaveUp credits for every dollar saved or debt reduced and can use these credits to play for prizes ranging from travel, cars to even a $2M jackpot. SaveUp can be used with 18,000 financial institutions in the US including rewards for savings accounts To win awards, customers sign up for the site, and link it to their bank and credit card accounts. Every time they save $10, they are entered with a chance to win. They get three chances to play every time they watch a sponsored educational videos. $4 million current value of the company SaveUp : first free rewards program for saving money and reducing debt Gamification Demonstrations
Private and confidential document of GT 32 Unprecedented user engagement for a financial services platform: 20% percent of its user base is active daily; 45% tuning in weekly, 68% signing in at least once a month. SaveUp users have more than half-a-billion dollars in debt registered in the system. That includes $317 million in mortgage debt, $45 million in credit card debt, $148 million in loan debt Since launching, helped users pay down $74 million in debt & bolster savings to the tune of $93 million. SaveUp : first free rewards program for saving money and reducing debt Gamification Demonstrations
Private and confidential document of GT 33 Gamification Demonstrations SaveUp : first free rewards program for saving money and reducing debt
Private and confidential document of GT Rewarding Mechanism 34 Gamification Demonstrations 1 2 3
Private and confidential document of GT PlayMoolah Gaming the financial system 35
Private and confidential document of GT 36 Gamification Demonstrations
Private and confidential document of GT PlayMoolah OCBC Bank Mighty Savers Programme 37 deposits minimum of $40 in their OCBC account and play Aimed at children under 15 years old The program now has 200,000 accounts, up from 100,000 two years ago. Gamification Demonstrations http://www.ocbc.com/personal-banking/Accounts/mightysavers.html
Private and confidential document of GT 38 Gamification Demonstrations PlayMoolah The Fun Way to Master Your Money
Private and confidential document of GT 39 What About Insurance Applications?
Private and confidential document of GT Allianz Live Frog 40 A live Facebook application turning the popular game Frogger into a live interactive experience. With this virtual game, Allianz advises and proves that everyone can prevent real life dangers. 65.000 users Aim loyalty and trust & branding o Gamification Demonstrations
Private and confidential document of GT 41 Gamification Demonstrations Allianz Live Frog
Private and confidential document of GT The Volkswagen Speed Camera Lottery 42 Gamification of insurance applications will ultimately change the dynamic of dangerous driving, by reinforcing and rewarding smart driving habits. Have taken drivers photos taken and registration numbers recorded and entered into a lottery. Winners would recieve cash prizes and be notified by post. Gamification Demonstrations
Private and confidential document of GT 43 Travellers IntelliDrive Program : The Less You Drive, The More You Save. If you drive less than 10,000 miles per year, you could receive a savings of up to 20 percent. The discount is applied upon the policy renewal. A small device that plugs into your vehicle Gamification Demonstrations
Private and confidential document of GT HIMEX by Evogi : Usage/behavior-based insurance discount 44 Insurance carriers can provide the consumer access to their driving behavior, presented in a game-based format, showing an improvable driving score, ranking in community as well as helpful information like gas prices, traffic and weather. This information can be shared across open or private communities. a true end-to-end solution that creates more engagement and greater retention among policyholders the HIMEX : virtual world gamification platform Gamification Demonstrations Game-based platform for auto insurance companies
Private and confidential document of GT 45 Increase customer engagement and grow revenue 束While saving money on car insurance is a key benefit of usage based insurance, saving lives is the big win. Gamification of insurance applications will ultimately change the dynamic of dangerous driving, by reinforcing and rewarding smart driving habits損 by Evogi Chairman Gamification Demonstrations HIMEX by Evogi : Usage/behavior-based insurance discount
Private and confidential document of GT And CRM in Action ! 46
Private and confidential document of GT Concepts in CRM How many deals were closed? How many customer calls done in a given period ? How the customer satisfaction increased? How many people responded to the survey? 47 So the challenges How to close more deals and faster? How to help customers better? How to encourage collaboration and information sharing between co-workers? How to improve the skills of employees? How to on-board newbies in the team? How to reduce turnover for call center agents ? CRM in Action
Private and confidential document of GT HARD TO MOTIVATE ! Sales reps Won the deal & Be on top of the leaderboard (Killers) Close the deal (Achiever) - Dealing with customers (Socializer) - Interact with fellow co-workers. - Showing an honest interest in the other person & expressing empathy - Remembering personal details like birthdays etc. & build a good customer support (Explorer) Customer Care Agents CRM in Action
Private and confidential document of GT 49 GamEffective for Call Centers Aiming to improve productivity, collaboration and employee engagement. CRM in Action
Private and confidential document of GT Game mechanics in GamEffective 50 Administration -> - Integration to the agent's desktop - IVR/CTI solutions - CRM solutions CRM in Action
Private and confidential document of GT 51 CRM in Action
Private and confidential document of GT CRMGamified ! A CRM Integrated Enterprise Gamification Solution 52 Live Demo - https://crmgamifiedb2.crm.dynamics.com o User: john@crmgamifiedb2.onmicrosoft.com o Pass: CRMGamified#1 CRM in Action
Private and confidential document of GT 53 CRM in Action CRMGamified ! A CRM Integrated Enterprise Gamification Solution
Private and confidential document of GT 54 CRM in Action CRMGamified ! A CRM Integrated Enterprise Gamification Solution
Private and confidential document of GT 55 Any award earned by the user is also granted to his or her teams. You can selectively choose which users and which teams are in the game CRM in Action CRMGamified ! A CRM Integrated Enterprise Gamification Solution
Private and confidential document of GT 56 Highlight some users for their performance, grant them points manually. If something went wrong and you need to rollback some points CRM in Action CRMGamified ! A CRM Integrated Enterprise Gamification Solution
Private and confidential document of GT References 57 [2] http://blog.backbase.com/tag/gamification-of-banking/ [1] http://www.gartner.com/newsroom/id/1844115 [3] http://business.time.com/2012/08/28/six-reasons-why-gamification-will-rule-the-business-world/ [4] http://www.entrepreneur.com/article/223039 - How Three Businesses Scored Big with Gamification [5] http://www.allaboutagile.com/disadvantages-of-agile-development/ [6] http://thefinancialbrand.com/25728/gamification-in-retail-banking/ [7] http://www.zdnet.com/blog/hinchcliffe/enterprise-gamification-will-it-drive-better-business-performance/1998 [8] http://www.arcaris.com/ [9] http://enterprise-gamification.com/index.php/en/crm [10] http://www.entrepreneur.com/article/223039 [11] http://gameffective.com/blog.html [12] http://www.gamification.co/2012/10/31/spanish-bank-bbva-embraces-gamification-with-online-game/ [13] http://www.netmagazine.com/features/pro-s-guide-gamification [14] http://press.bbva.com/latest-contents/press-releases/spain/bbva-uses-the-social-network-foursquare-to-foster-its- customer-relations__9882-22-101-c-99520__.html [15] http://www.quepublishing.com/articles/article.aspx?p=1908585 [16] The Games People Play Eric Berne
Private and confidential document of GT THANKS ! ANY QUESTIONS ? 58

More Related Content

Gamification

  • 1. Private and confidential document of GT GAMIFICATION G端lden B聴LGTAY DASK,CRM VE F聴LO Ocak 2013
  • 2. Private and confidential document of GT 2 Agenda Game Effect in Our Lifes Key Concepts What Gamification is / is not ? Player Types Game Mechanics Gamification In Business Gamification Demonstrations CRM in Action References
  • 3. Private and confidential document of GT 3 Game Effect in Our Lifes
  • 4. Private and confidential document of GT Game Effect in Our Lifes 4
  • 5. Private and confidential document of GT Gartner says According to Gartner, 束gamification has emerged as a recognizable trend. Rarely does an emerging trend impact so many areas of business/society. 5 Key Concepts
  • 6. Private and confidential document of GT Process that elicits, controls, and sustains certain behaviors. Motivation can be considered as a group of phenomena which affect the nature of an individual's behavior, the strength of the behavior, and the persistence of the behavior. Types of motivations: Intrinsic - based on the pleasure generated by the activity rather than relying on an external reward Extrinsic. - can be internalized by individuals if the task fits with their values and beliefs and therefore helps to fulfill their basic psychological needs 6 MOTIVATION Key Concepts
  • 7. Private and confidential document of GT Intrinsic Motivation Extrinsic Motivation 7 Autonomy Belonging Mastery Power Fun Curiosity Acceptance Honor Meaning Prizes Points Levels Leaderboards Badges Quests Gold Stars Progress Bar Money Order Social Status Idealism MOTIVATION Key Concepts
  • 8. Private and confidential document of GT A spontaneous joy while performing a task 束being completely involved in an activity for its own sake.The ego falls away.Time flies. Every action, movement, and thought follows inevitably from the previous one, like playing jazz. Your whole being is involved, and youre using your skills to the utmost損 by Mihaly Csikszentmihalyi MANAGING THE FLOW ! balancing the difficulty of the challenges presented with the skill levels of the players 8 MOMENTUM (FLOW) Key Concepts
  • 9. Private and confidential document of GT Providing rewards that are meaningful to the participants. Different people will find different rewards and incentives meaningful But many will value opportunities to help charities through donations, lose weight, master a specific skill or achieve a significant task. 9 MEANING Key Concepts
  • 10. Private and confidential document of GT Video - Bottle Bank Arcade 10 Key Concepts
  • 11. Private and confidential document of GT 11 What Gamification Is Not? Fixing Core business problems !? NO Not only coding a game Gamification is not about playing games, its about solving problems and engaging your users Wont solve all of your problems at work. if employees dont like their jobs and the culture at your organization is deteriorating then gamification wont all of a sudden make your company a fantastic place to work.
  • 12. Private and confidential document of GT 12 Gamification uses game design and gaming models in traditionally non-game scenarios/ contexts. At the very heart of what you're trying to do with gamification is to get people to come in, keep coming in and bring their friends to create a cycle in which your products, services and engagement drive customer adoption The idea is to incentivize, encourage, and activate engaged people around everyday tasks and life with rewards, badges, leaders, levels, objectives, and other symbols that have assigned value and propel engagement What Gamification Is?
  • 13. Private and confidential document of GT 13 Explorers : Find every hidden level,tip,crack..etc. Super Mario Brothers Achievers : losing at the game will likely cause them to lose interest in playing it. Socializers : dont care about the game or winning. To them,the game is a backdrop for meaningful long-term social interactions. Killers: Similar to achievers in the desire to win; BUT ! winning isnt enough. They must win and someone else must lose. Player Types
  • 14. Private and confidential document of GT 14 Explorers : Find every hidden level,tip,crack..etc. Super Mario Brothers Achievers : losing at the game will likely cause them to lose interest in playing it. Socializers : dont care about the game or winning. To them,the game is a backdrop for meaningful long-term social interactions. Killers: Similar to achievers in the desire to win; BUT ! winning isnt enough. They must win and someone else must lose. 80% Socializer50% Explorer 40% Achiever 20% Killer GamerDNA : http://www.gamerdna.com/quizzes/bartle-test-of-gamer-psychology Player Types
  • 15. Private and confidential document of GT Rules : Internal structures of the game. User Feedback : Moment by moment Interaction. Points & Progress Bars Dashboards 15 Leaderboards : Triggering the passion of being at the top point Badges : Stimulating physchology of collecting & give a virtual reputation / status to the user among the others. Challenges : Motivate users to do more Levels : Indicating progress. Game Mechanics
  • 16. Private and confidential document of GT 16 FourSquare Badges rewarding users for participation/check-ins Loyalty program rewarding those who check-in the most Game Mechanics
  • 17. Private and confidential document of GT 17 Game Mechanics
  • 18. Private and confidential document of GT 18 Gamification in Business
  • 19. Private and confidential document of GT 19 Gamification in Business
  • 20. Private and confidential document of GT ADVANTAGES 20 High user adoption and engagement. New Products and Services designed by 束Game Thinking損. Gamification can become the process for building a comprehensive new digital services platform. Make work 束FUN損 束 Gamification of online finances, is a way how to make sometimes boring banking more fun and engaging for end customers, with using points, badges and social sharing 損 by BBVA Good gamification deployments increase value of a companys brand Gamification in Business
  • 21. Private and confidential document of GT RISKS 21 Trying to add fun to an activity is difficult. Hard to understand customer motivation Collobrative Environment Problems: Punishment : Unhappy users stop participating Extinction : Removing attention to decrease a behaviour. No one size fits all with gamification. Different people play different games for different reasons.While gamifying some activity may engage part of the stakeholders, it is not likely to appeal to all stakeholders. Missing the Target ! Unnecessarry journeys & distracting customers from the main purpose of giving them what actually want More a process than a product. User engagement Must be built in at the product/service level. Gamification in Business
  • 22. Private and confidential document of GT Is Gamification the Right Play for Your Business? 22 Gamification in Business
  • 23. Private and confidential document of GT 23 An estimated 70% of the top 2000 public companies in the world will have at least one gamified application by 2014 80% of current gamified applications will fail to meet business objectives primarily because of poor design. - Gartner predicts that by 2014, Gamification is a $100 million market that should grow to $2.8 billion by 2016, according to M2 Research, an Encinitas, California, Gamification in Business
  • 24. Private and confidential document of GT How it has been used in Banking? 24 Gamification in Business
  • 25. Private and confidential document of GT BBVA Game 25 4SQUARE Integration Customers who "check-in" at the branches will earn 1,500 BBVA Game points Facebook Integrationa virtual economy around the pointsystem! Gamification Demonstrations
  • 26. Private and confidential document of GT 26 4SQUARE Integration Customers who "check-in" at the branches will earn 1,500 BBVA Game points Facebook Integrationa virtual economy around the pointsystem! BBVA Game App on Facebook Attracts 37,000 Users in 2 Months ! Gamification Demonstrations BBVA Game
  • 27. Private and confidential document of GT 27 4SQUARE Integration Customers who "check-in" at the branches will earn 1,500 BBVA Game points Facebook Integrationa virtual economy around the pointsystem! Changing habits of customers Encouraging Internet Banking Simple & Easy Implementation Gamification Demonstrations BBVA Game BBVA Game App on Facebook Attracts 37,000 Users in 2 Months !
  • 28. Private and confidential document of GT 28 Gamification Demonstrations BBVA Game
  • 29. Private and confidential document of GT SAVE UP ! gamifies user saving accounts, mortgages, loans&investments and paying down debt 29
  • 30. Private and confidential document of GT 30 Gamification Demonstrations SaveUp : first free rewards program for saving money and reducing debt
  • 31. Private and confidential document of GT 31 Users earn SaveUp credits for every dollar saved or debt reduced and can use these credits to play for prizes ranging from travel, cars to even a $2M jackpot. SaveUp can be used with 18,000 financial institutions in the US including rewards for savings accounts To win awards, customers sign up for the site, and link it to their bank and credit card accounts. Every time they save $10, they are entered with a chance to win. They get three chances to play every time they watch a sponsored educational videos. $4 million current value of the company SaveUp : first free rewards program for saving money and reducing debt Gamification Demonstrations
  • 32. Private and confidential document of GT 32 Unprecedented user engagement for a financial services platform: 20% percent of its user base is active daily; 45% tuning in weekly, 68% signing in at least once a month. SaveUp users have more than half-a-billion dollars in debt registered in the system. That includes $317 million in mortgage debt, $45 million in credit card debt, $148 million in loan debt Since launching, helped users pay down $74 million in debt & bolster savings to the tune of $93 million. SaveUp : first free rewards program for saving money and reducing debt Gamification Demonstrations
  • 33. Private and confidential document of GT 33 Gamification Demonstrations SaveUp : first free rewards program for saving money and reducing debt
  • 34. Private and confidential document of GT Rewarding Mechanism 34 Gamification Demonstrations 1 2 3
  • 35. Private and confidential document of GT PlayMoolah Gaming the financial system 35
  • 36. Private and confidential document of GT 36 Gamification Demonstrations
  • 37. Private and confidential document of GT PlayMoolah OCBC Bank Mighty Savers Programme 37 deposits minimum of $40 in their OCBC account and play Aimed at children under 15 years old The program now has 200,000 accounts, up from 100,000 two years ago. Gamification Demonstrations http://www.ocbc.com/personal-banking/Accounts/mightysavers.html
  • 38. Private and confidential document of GT 38 Gamification Demonstrations PlayMoolah The Fun Way to Master Your Money
  • 39. Private and confidential document of GT 39 What About Insurance Applications?
  • 40. Private and confidential document of GT Allianz Live Frog 40 A live Facebook application turning the popular game Frogger into a live interactive experience. With this virtual game, Allianz advises and proves that everyone can prevent real life dangers. 65.000 users Aim loyalty and trust & branding o Gamification Demonstrations
  • 41. Private and confidential document of GT 41 Gamification Demonstrations Allianz Live Frog
  • 42. Private and confidential document of GT The Volkswagen Speed Camera Lottery 42 Gamification of insurance applications will ultimately change the dynamic of dangerous driving, by reinforcing and rewarding smart driving habits. Have taken drivers photos taken and registration numbers recorded and entered into a lottery. Winners would recieve cash prizes and be notified by post. Gamification Demonstrations
  • 43. Private and confidential document of GT 43 Travellers IntelliDrive Program : The Less You Drive, The More You Save. If you drive less than 10,000 miles per year, you could receive a savings of up to 20 percent. The discount is applied upon the policy renewal. A small device that plugs into your vehicle Gamification Demonstrations
  • 44. Private and confidential document of GT HIMEX by Evogi : Usage/behavior-based insurance discount 44 Insurance carriers can provide the consumer access to their driving behavior, presented in a game-based format, showing an improvable driving score, ranking in community as well as helpful information like gas prices, traffic and weather. This information can be shared across open or private communities. a true end-to-end solution that creates more engagement and greater retention among policyholders the HIMEX : virtual world gamification platform Gamification Demonstrations Game-based platform for auto insurance companies
  • 45. Private and confidential document of GT 45 Increase customer engagement and grow revenue 束While saving money on car insurance is a key benefit of usage based insurance, saving lives is the big win. Gamification of insurance applications will ultimately change the dynamic of dangerous driving, by reinforcing and rewarding smart driving habits損 by Evogi Chairman Gamification Demonstrations HIMEX by Evogi : Usage/behavior-based insurance discount
  • 46. Private and confidential document of GT And CRM in Action ! 46
  • 47. Private and confidential document of GT Concepts in CRM How many deals were closed? How many customer calls done in a given period ? How the customer satisfaction increased? How many people responded to the survey? 47 So the challenges How to close more deals and faster? How to help customers better? How to encourage collaboration and information sharing between co-workers? How to improve the skills of employees? How to on-board newbies in the team? How to reduce turnover for call center agents ? CRM in Action
  • 48. Private and confidential document of GT HARD TO MOTIVATE ! Sales reps Won the deal & Be on top of the leaderboard (Killers) Close the deal (Achiever) - Dealing with customers (Socializer) - Interact with fellow co-workers. - Showing an honest interest in the other person & expressing empathy - Remembering personal details like birthdays etc. & build a good customer support (Explorer) Customer Care Agents CRM in Action
  • 49. Private and confidential document of GT 49 GamEffective for Call Centers Aiming to improve productivity, collaboration and employee engagement. CRM in Action
  • 50. Private and confidential document of GT Game mechanics in GamEffective 50 Administration -> - Integration to the agent's desktop - IVR/CTI solutions - CRM solutions CRM in Action
  • 51. Private and confidential document of GT 51 CRM in Action
  • 52. Private and confidential document of GT CRMGamified ! A CRM Integrated Enterprise Gamification Solution 52 Live Demo - https://crmgamifiedb2.crm.dynamics.com o User: john@crmgamifiedb2.onmicrosoft.com o Pass: CRMGamified#1 CRM in Action
  • 53. Private and confidential document of GT 53 CRM in Action CRMGamified ! A CRM Integrated Enterprise Gamification Solution
  • 54. Private and confidential document of GT 54 CRM in Action CRMGamified ! A CRM Integrated Enterprise Gamification Solution
  • 55. Private and confidential document of GT 55 Any award earned by the user is also granted to his or her teams. You can selectively choose which users and which teams are in the game CRM in Action CRMGamified ! A CRM Integrated Enterprise Gamification Solution
  • 56. Private and confidential document of GT 56 Highlight some users for their performance, grant them points manually. If something went wrong and you need to rollback some points CRM in Action CRMGamified ! A CRM Integrated Enterprise Gamification Solution
  • 57. Private and confidential document of GT References 57 [2] http://blog.backbase.com/tag/gamification-of-banking/ [1] http://www.gartner.com/newsroom/id/1844115 [3] http://business.time.com/2012/08/28/six-reasons-why-gamification-will-rule-the-business-world/ [4] http://www.entrepreneur.com/article/223039 - How Three Businesses Scored Big with Gamification [5] http://www.allaboutagile.com/disadvantages-of-agile-development/ [6] http://thefinancialbrand.com/25728/gamification-in-retail-banking/ [7] http://www.zdnet.com/blog/hinchcliffe/enterprise-gamification-will-it-drive-better-business-performance/1998 [8] http://www.arcaris.com/ [9] http://enterprise-gamification.com/index.php/en/crm [10] http://www.entrepreneur.com/article/223039 [11] http://gameffective.com/blog.html [12] http://www.gamification.co/2012/10/31/spanish-bank-bbva-embraces-gamification-with-online-game/ [13] http://www.netmagazine.com/features/pro-s-guide-gamification [14] http://press.bbva.com/latest-contents/press-releases/spain/bbva-uses-the-social-network-foursquare-to-foster-its- customer-relations__9882-22-101-c-99520__.html [15] http://www.quepublishing.com/articles/article.aspx?p=1908585 [16] The Games People Play Eric Berne
  • 58. Private and confidential document of GT THANKS ! ANY QUESTIONS ? 58