TELUS Customers First: Using Gamification to Provide an Interactive Learning Experience
Wednesday, October 23 11:35-11:55 AM
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.”. 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.