TELUS Customers First: Using Gamification to Provide an Interactive Learning Experience

ID: 40179 Type: Best Practices Session
  1. Benny Ramos, TELUS Communications Inc., Canada

Wednesday, October 23 11:35-11:55 AM Location: Champagne 2 View on map

No presider for this session.

Abstract: This paper describes a new online learning strategy for TELUS, a Canadian telecommunications company with team members in many countries. Online learning is a way for the organization to overcome the challenges of geography and cost. The companies “Customers First” initiative is about creating a customer serving culture at all levels of the organization, regardless of role. In this way a person in finance or HR understands what it feels like to serve customers, so that they can support employees on the front lines. Gabe Zichermann, who wrote the book Game-Based Marketing, defines gamification as the “process of using game thinking and mechanics to engage audiences and solve problems.”[1]. At TELUS, this means offering learning opportunities which are complementary to the “Customers First” initiative. A best practices session will show how gaming places team members in the role of a retail agent, a manager, and a leader coaching their team.


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