ING Bank project ‘Fast track to CX passion’

BANKING

About

For ING Bank, we carried out an extremely interesting, orchestrated, hybrid project for more than a year. Its goal was to build awareness and knowledge among the Bank’s leaders regarding Customer Experience Management.

Challenge

The aim of the project was to build a culture focused on the customer experience.

Solution

The online platform was a key element of the entire project. In the Train to CX storyline, we prepared a 12-month journey on an extraordinary train.

Project 'm on the fast track to CX passion'

Project meritocracy, i.e. what themes did we develop among ING Bank's CX leaders?

What is Customer Experience Management?
How do you build a team of people united around the idea of building engagement?
CX best practices from the world (not just finance)
A typical working day and habits of a CX leader in a bank
Service model as a CX framework
How do you ensure a consistent and repeatable customer experience across every bank branch?

The project included

An advanced gamification platform with dedicated microlearning content, social interaction activities for knowledge sharing among project participants
Series of workshops, offline and online meetings
Support our client in building a service culture focused on the highest quality experience

Social interaction mechanisms in a gamification platform

Storyline, points, rankings and progress bar were the basis for building engagement.
In gamification, we used a number of mechanisms to build social interaction: discussions under tasks, sharing of ideas, uploading materials to serve the leadership community.
The online project had extremely high engagement – 100% of players!

See statistics from
gamification platform!

On our platform, every feedback is crucial. We analyze feedback to optimize materials and maintain continuous engagement. With just a few minutes a day, you can achieve your goals with content tailored to your employees' preferences and needs.