As always, we’re scouring the internet to find the most interesting and forward thinking pieces about gamification.
The Association for Talent Development published an article detailing the development of a computer game for sales training. The game features, believe it or not, zombies. Karl Kapp, who developed the game, explained how fantasy features can actually make employees more open to learning than in traditional settings. Fantasy environments put players in an unfamiliar environment where they are more flexible, willing to experiment and open to failures.
Interestingly, Kapp also emphasizes the importance of actually introducing the learning points and concepts, instead of attempting to “hide” them in order to create a seamless learning experience. The reason is that if the players aren’t made aware of the learning and given an opportunity to practice and reflect on their actions, they are left only with the experience of playing, without the added value of what they have learnt. It’s well worth reading the whole article here.
I’m always surprised by how gamification is taking hold in new and unexpected industries and areas. This article, about how gamification is being used to help burnt-out med-school students definitely caught me by surprise. It’s an in depth piece looking at the different benefits that gamification can have for these students. It touches on how gamification can assist in creating short term goals and rewards in what is otherwise a very long road, on how gamification can make mundane and repetitive information become a bit more interesting and attractive, and on how gamification can be valuable as a supplementary tool for small group learning together in and out of class.
For those of us who are used to looking at gamification from a business angle, it’s actually quite a refreshing read that sheds some light on the directions in which gamification may be going in the future.
Daniel Burrus wrote a compelling post on iamwire.com, where he delves in to the benefits of gamification for learning. Daniel’s angle is that since we are living in an age of constant distraction through multiple screens we tend to and constantly check in with, it is almost impossible to achieve high quality learning.
An interesting point made in the article is the high relevance that gamification has to a generation that grew up playing video games. Unlike previous generations, today’s workforce look at many of their tasks in a ‘video-game-like’ fashion, and are already inclined to view the world in this way. Employers should make sure to take full advantage of this, and make life at the workplace both better for their employees and more beneficial for the companies’ bottom line.
MarketsandMarkets released their report on the state of Gamification, and it includes some fascinating facts about the state of the industry. Firstly, the report notes that the rising adoption of BYOD (Bring Your Own Device) at the workplace is expected to help gamification grow significantly, until 2020. Secondly, increasing usage of gamification techniques in marketing and sales departments will help the gamification market grow as well. Thirdly, the reports states that Asia-Pacific is expected to become one of the major adopters of gamification techniques by the year 2020.
For those that are interested in delving in to the more extensive report, I really recommend it. The full report can be found here (but might require a login).
Natalie Roth brings over 15 years of experience in brand and product marketing for SaaS solutions. Before joining Centrical, she was Senior Product Marketing Manager at Frontline Education, where she led go-to-market strategies for enterprise K-12 solutions and played a key role in integrating and positioning products following multiple acquisitions.
Previously, Natalie served as Director of Marketing at Accelify Solutions, where she drove marketing strategy, new product launches, and customer communications. She played a pivotal role in business growth, expanding market presence, and deepening client engagement, contributing to the company’s success and eventual acquisition by Frontline Education.
Natalie holds a BA in Creative Writing and Digital Media from New York University, graduating magna cum laude.
Linat Polak Mart has more than 15 years of expertise in managing product strategy and operations in high-volume organizations.Previously, she held the role of Head of Product Experience and Communications for LivePerson, a leading Conversational AI platform, where she played crucial part in delivering significant product innovation and customer growth. Prior to her time at LivePerson, she held multiple senior product roles at NICE, a leading enterprise customer experience (CX) software provider, including Director of Product Portfolio and Director of Product Management.
Linat holds an MBA from Tel Aviv University and a BA in Computer Science from Reichman University (IDC Herzliya). She graduated magna cum laude from both institutions.
“CX leaders should stop isolating contact centers from other departments. Customer experience is increasingly cross-functional. In 2025, integrating CX insights across the organization will be critical to delivering seamless and cohesive experiences.”
Tompkins comes to Centrical with more than 25 years of experience in software and hardware sales. Prior to joining his role as Chief Revenue Officer at Centrical, he was CEO at Workspot. He held the position of Chief Revenue Officer at IGEL as well as senior sales leadership positions with Red Hat, Hewlett Packard (now Hewlett Packard Enterprise), and Citrix.
Tompkins holds an MBA in Business Administration and Management from the University of Virginia, Darden Graduate School of Business Administration and served in the US Navy as a Nuclear Propulsion Technician.
“Knowledge Management: It is not exactly underrated but it will be bigger than what it is in 2025. Vendors are likely to boost R&D investment in knowledge management for contact centers in 2025.”
“Human-centered AI, where AI is used not just to automate and drop money to the bottom line, but used to service up insights to support team members and delight customers. I see generative AI with conversational context and tonal analysis as pretty critical here.”
“The future? Goodness, there’s so much, but I really believe 2025 is the year of community. We’re not just taking tickets anymore—folks we’re drawing people in, getting proactive, and co-creating with customers. Community will become a normal service channel, with customer service workers facilitating and adding value.”
“The myth that technology/AI is a quickly implemented CX superpower. Companies will realize that we can’t harness a lot of these gains without quality data that is clean and well-organized.”
“By 2025 the buzzword omnichannel may be on its’ last leg. Customers want their issues resolved quickly and accurately and they would prefer not to need to contact us in multiple channels that we can see at one time.”
“For 2025, the main trend I’m watching is ‘AI agents’—bots powered by AI that are becoming more autonomous. Unlike basic responses, these AI agents can handle end-to-end customer interactions, reducing the need for human intervention. Expect significant developments from vendors.”
“Stop talking about AI. It’s like talking about the internet being a thing. It’s here. The better focus is start thinking about how AI enhances the lives of your team. So stop talking about AI and start doing something about it.”
“AI and CX will drive hyper-personalization, using consumer data to segment customers, deliver key messages, and provide fast, accurate responses. Technologies like chatbots and predictive analytics will close the gap between brands and consumers.”
“The blending of CX and EX will accelerate. The days of reducing friction for customers at the expense of employees are over. Indeed, because AI-enabled customer experiences often require AI usage by customer-facing employees, leaders will have to ensure a frictionless work experience to drive AI adoption and deliver value.”
Read Stephanie’s full interview
One myth that will be debunked in 2025?: “Customers are on the edge of their seat waiting to hear what you have to say. We need to learn about what’s important to customers by asking more questions.”
Gal founded Centrical (previously GamEffective) in 2013, with the vision of helping companies empower their employees’ performance, making them the center of business success.Prior to that he was CEO of Gilon-Synergy Business Insight, a national leader in Business Intelligence. In 2010, Gilon-Synergy was acquired by Ness Technologies (NASDAQ:NSTC) and Gal went on to serve as Senior VP at Ness, and was member of its executive management.
Prior to that he was VP customer relations and operations at Deloitte Consulting. He also worked at EDS and Bashan. He holds a MBA degree in Marketing and Information Technologies from the Tel Aviv University.
Daphne has over 15 years of experience in Customer Relations and Retention in both B2B and B2C environments. Her area of expertise is leading customer success, consulting and global professional services teams within public and private sector companies. She is focused on leading teams to grow the partnership with our clients.
Prior to Centrical, Daphne worked software and service companies in the online marketing and gaming industry.
Daphne holds MA in Statistics – Specialization in Operations Research and a MBA degree, both from the Hebrew University of Jerusalem.
Ella Davidson is responsible for managing Centrical’s employee relations worldwide, including organizational development, talent management, benefits and recruitment. Ella has more than 18 years of human resources management experience. Prior to joining Centrical she was vice president of human resources at myThings and OpTier – leading SW companies, and consulted numerous entrepreneurs and startups in the Israeli hi-tech industry and Israel and in the US.Ella holds a B.A in Psychology from the Hebrew University and MSc in Organizational Behavior from Recanati Business School at Tel Aviv University.
Ariel has over 16 years’ experience in a wide variety of R&D leadership roles. He is highly experienced at building R&D teams from the ground up, driving high levels of accountability and ownership and setting up automation infrastructures. For the past 10 years Ariel has managed both in-house and offshore development teams at companies ranging from startups to enterprise organizations.
Prior to joining Centrical, Ariel served as VP of R&D at Worthy.com where his team dramatically improved product stability, quality and execution. Before that, he was VP R&D at Applicaster where he led infrastructure changes from project to product. Ariel has also held various R&D positions at Retalix (later acquired by NCR).
Ariel holds B.sc in Computer science & Math, and MBA degree in Information Technologies, both from Bar Ilan University
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