ING Bank project ‘Fast track to CX passion’

BANKING

About the project

CX / CEM is a strategy for building exceptional customer experiences. For ING Bank Slaski, we executed an extremely interesting, orchestrated hybrid project of more than a year. Its goal was to build awareness and knowledge among the Bank’s leaders regarding Customer Experience Management.

The project included:

Advanced gamification platform: This platform included dedicated microlearning content and social interaction activities for mutual knowledge sharing among project participants.

Series of workshops and meetings: These meetings were held both offline and online.

Support in building a service culture: The goal was to focus on a superior customer experience.

CX Leader gamification platform

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

Welcome, leaders! I have the honor to invite you on an extraordinary journey among experts and enthusiasts of building positive customer experiences. There are 5 wagons waiting for you on the train and in them we have hidden 5 artifacts that will earn you the title of CX leader. Wagon one: CX leader, is it you? Get the hidden treasure! The title of CX Leader was hidden in the safe at the end of the train, to open it we will need a password. Be alert to all the clues you may receive even at the least expected moments and in places you might not even suspect….

The merits of the project, that is, what topics did we develop among ING Bank's CX leaders?

What is Customer Experience Management?
How to build a team of people united around the idea of building engagement
CX best practices from the world (not just finance)
Master Mind sessions
A typical workday and habits of a CX leader in a bank
Service model as a CX framework
Moments of truth in CX
How to ensure a consistent and repeatable customer experience at each bank branch?

Tailor-made content for the customer

All the materials we used in the online game were “tailor-made”. We used the following formats, which were prepared by our company’s New Media specialists:

animations
infographics
e-learning pills
videos with experts
interactive tasks (quizzes, puzzles)
tests / exams

What achievements have the players earned?

By completing tasks, participating in discussions, sharing ideas and uploading materials, pplayers were able to earn points, move up in the rankings and unlock special prizes or awards. These achievements not only motivated active participation in the project, but also highlighted progress in developing customer experience management competencies.

The achievements they have earned are:

CX Strategy: I Know, I Can, I Apply.
CX best practices: I know, I can, I apply.
CX in everyday life: I know, I know, I apply.
CX in DNA: I Know, I Can, I Apply.
Passionate CX habits: I know, I know, I know, I apply.

Communication with project participants

The platform also included a place called “Inspiration Balloon” where we posted various types of materials related to customer experience management on an ongoing basis. The “Inspiration Balloon” collected articles, podcasts, graphics and other valuable sources of knowledge from the world of CX.

This gave participants constant access to current trends, innovative solutions and inspiring stories from the industry, which further enriched their experience within the project and allowed them to continuously expand their knowledge in the field of Customer Experience.

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.