Customer Experience

Examples of Topics Covered in Customer Experience Training:

Understanding Customer Expectations

• Identify key customer profiles in the luxury sector.
• Analyze specific expectations related to exclusivity and personalized service.

Creating a Memorable Welcome

• Master warm and tailored greeting techniques.
• Understand body language cues and the impact of first impressions.

Emotional Engagement

• Learn how to build a strong emotional connection with customers.
• Use brand storytelling to strengthen customer loyalty.

Proactive Problem Resolution

• Develop techniques to anticipate and address unspoken needs.
• Manage feedback and complaints with a positive approach.

Measuring Satisfaction & Follow-Up

• Implement tools to assess the customer experience.
• Offer personalized post-purchase follow-ups.

Why Use Serious Games for Customer Experience Training?

1. Immersion & Engagement

Serious Games immerse participants in realistic scenarios, simulating complex customer interactions. These hands-on experiences promote active learning, making it easier to absorb key concepts.

2. Personalized & Interactive Training

Serious Games allow learners to take control of their own progress. Features like scoring, leaderboards, and rewards keep employees motivated and engaged throughout the e-learning experience.

3. Tailored for Luxury & Retail

The luxury and retail industries have unique expectations when it comes to customer relationships, loyalty, and satisfaction. Serious Games can be customized to meet these needs, offering tailored scenarios that align perfectly with each brand’s identity.

What Our Agency Offers for Customer Experience Training

Our expertise lies in providing 100% customized solutions to meet the unique needs of each client. Below are the key features of our Serious Games:

• 100% Brand-Aligned Design – Each game reflects your values and identity.
• Full Intellectual Property Rights – You own the game entirely, with no licensing fees.
• Unlimited Usage – No restrictions on players or sessions.
• Universal Compatibility – Accessible on mobile, tablet, and desktop via a web browser, with no downloads required.
• Continuous Updates – Easily enrich content at any time.
• Custom Metrics – Integration of tailored KPIs with PowerBI connectivity.
• Seamless System Integration – API, SSO, and LMS compatibility for smooth implementation.
• Fast Development – Delivered in under two months.
• Global Translation – Available in all languages.
• Dedicated Team – 35 creatives and 15 developers providing full support.

Examples of Features for Customer Experience Training:

Automated Game Master

A virtual guide assists players, providing hints and ensuring complete autonomy throughout the experience.

Single-Player and Multiplayer Modes

Flexible learning options: whether solo or in a team, participants engage in both interactive and collaborative experiences.

Player Tracking

Real-time performance tracking provides immediate visibility on participant progress.

Leaderboards

Motivation through challenge:

• Live: Instant performance tracking.
• End of Game: Global rankings at the end of each session.
• Custom: Comparisons by region, department, or country.

Scoring and Rewards

Custom point mechanics with the option to convert points into tangible rewards (gifts, donations, etc.).

Customized Back-End

A tailor-made dashboard gives instant access to key statistics, with the ability to integrate with PowerBI.

Customized Avatars

Highly personalized avatars that reflect the learner’s world and specific needs.

The Benefits of Serious Games for Customer Experience Training

An Engaging Approach for Long-Term Results

• Active Learning: Employees actively participate, which leads to better retention of key concepts.
• Fun and Motivation: The game-based format grabs attention and keeps learners engaged.
• Easy Access: eLearning designed to be user-friendly for all levels of tech-savviness.

Building Teamwork and Collaboration

The multiplayer feature encourages collaboration, helping employees interact with colleagues and share ideas and solutions.

Real-World Scenarios

Immersive scenarios allow participants to directly apply what they’ve learned to real-life situations.

Artificial Intelligence Enhancing the Customer Experience

Integrating AI significantly enhances Serious Games, particularly in the customer experience space.

• Interactive Dialogue Simulations: AI creates dynamic, realistic conversations with virtual customers.
• Emotional Analysis: Voice and facial recognition detects emotions and adjusts responses in real-time.
• Continuous Improvement: AI-generated data offers valuable insights to refine and improve the training process.

For more details, explore our AI-driven approach.

Game Formats for Customer Experience Training:

Our Serious Games come in a range of formats, each designed to meet the specific needs of the luxury and retail industries:

Virtual Escape Room

Engage your teams in an exciting Escape Game that strengthens their customer interaction skills by solving real-world scenarios.

Explore this format.

Virtual Scavenger Hunt

Use a fun, interactive approach to understand and improve the customer journey by identifying “clues” that enhance each stage.

Learn more.

Hybrid/Classroom

Blend a digital experience with in-person workshops to analyze and improve customer touchpoints.

Discover the hybrid format.

Microlearning

Train your teams quickly with bite-sized modules focused on enhancing interactions and active listening.

Try microlearning.

Metaverse

Give your teams an immersive experience where they interact with virtual customers in a 3D simulated environment.

Dive into the metaverse.

Examples of Serious Games We’ve Created:

Sephora – Enhancing Workplace Safety in Stores and Offices Through a Serious Game

Sephora developed a Serious Game to raise employee awareness about workplace safety, aiming to create a secure environment for customers. By training teams to handle risky situations, Sephora ensures a safer in-store experience with a more alert team. Read more here.

Carrefour – Serious Game for Digital Retail and E-Commerce

Carrefour created a Serious Game to train teams on digital retail, preparing them to provide a smooth omnichannel shopping experience. Well-trained employees enhance customer experience both online and in-store, boosting customer satisfaction. Read more here.

Lancôme – Digital Learning via Escape Room

Lancôme used a virtual escape room to strengthen product training for its advisors, improving their ability to offer personalized advice. This gamified approach enables employees to deliver a more enriching customer experience by ensuring knowledgeable and engaging service. Read more here.

Trusted by Leading Brands to Train Their Teams in Customer Experience with Serious Games: