Impact CX:
The Quest - Image credit: Leo Learning
Impact
CX: The Quest, a mobile-first Serious Game created by LEO Learning for LOMA, the international trade association for
the insurance and financial services industry, earned the best game-based
solution award at DevLearn
2018 Conference & Expo, held in Las Vegas late October.
In the game, players interact with a fictional insurance
company. As they progress from novice to guru, they take on different roles
within the company and complete a series of branched-scenario missions.
Learners must use sound judgement techniques and empathy to respond to customer
needs and make decisions that ensure the best possible customer experience
across the entire customer journey. Repeat play is encouraged either to improve
the player’s score or see the outcomes of alternative decisions.
Impact CX:
The Quest - Image credit: Leo Learning
Game Background
LOMA has been providing education solutions for insurance and financial
services professionals for nearly a century. As a highly-trusted international
association, LOMA provides designations, educational resources and products to
more than 1,200 insurance organizations across the world.
But the insurance industry has changed, with customers becoming more
aware, more connected and more demanding than ever before. CX (or Customer Experience),
in LOMA’s view, is all-important in engaging and retaining customers in the
insurance world.
To realize this objective, LOMA decided to try an innovative training concept
which marries games with the crucial theme of customer experience. LOMA’s
solution – a game-based, blended learning approach named Impact CX: The
Quest – takes a customer-centric view on selling life insurance and
property/casualty insurance products.
“The customer experience is an increasingly important differentiator
for insurance companies, and most companies are engaged in initiatives to
improve this aspect of their business,” said Kathy Milligan, senior vice
president of LOMA’s Education and Training Division. “Helping employees
understand how they affect the customer experience is a critical success factor
in these initiatives. Impact CX: The Quest offers concrete, relatable
examples, raising employees’ awareness of how their actions—no matter what
their role is—may impact customers.”
Gameplay
Impact CX: The Quest is a
realistic and thought-provoking series of animated branch scenarios giving
learners customer-focused missions to test their judgement and demonstrate the
importance of a holistic approach to customer service. The five missions cover
topics ranging from empathy and journey mapping to customer experience
advocacy, customer-centric culture and listening to the voice of the customer.
In different roles, players choose where to invest, how to improve the
products and services the company offers its customers and how to respond to
customer queries. Decisions count and actions have tangible consequences, with
learners being able to see the outcomes of their actions immediately – good and
bad. The scenarios are supported by interactive learning content to guide
decisions, wildcards to boost scores, as well as opportunities to get a hint or
undo a bad decision.
Primarily conceived for mobile devices, the game works well on all
devices.
Impact CX:
The Quest - Image credit: Leo Learning
About LEO Learning
LEO Learning believes that technology-enabled learning innovation has
the power to deliver transformational results. Their purpose is to help clients
deploy learning technology to deliver outcomes precisely aligned to their
business goals. Backed by more than 30 years of experience, they design
engaging learning architectures that fit seamlessly into businesses and improve
performance throughout the entire organization.
LEO Learning’s expanding global customer base includes organizations
such as the NHS, Civil Service Learning, Jaguar Land Rover, Volvo, Suncorp,
Virgin Atlantic, Novartis, Godiva, Volkswagen, Dunhill, KPMG, Roche and Mars.
LEO Learning is part of Learning Technologies Group plc’s award-winning group
of specialist learning technology businesses.
For more, visit leolearning.com