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Gaming can provoke change

If you haven’t seen this TED presentation from Jane McGonigal, I hope you will take 20 minutes to watch it. The premise in Jane’s speech is that gaming can make a better world and I believe her.

In her presentation, Jane talks about using games to solve world problems. She focuses on alternate reality games, which combine online virtual games with the physical world.

I was intrigued and inspired by the presentation because it reminded me of a recent experience where Walker used a game to demonstrate how the customer perspective can be used to increase the odds of profitable growth.

The game highlighted some critical elements about customer listening, creating customer value, and building customer loyalty to grow profitably.

But, perhaps more interesting were the additional learnings that the attendees shared. Specifically, attendees talked about the business reality of:

  • Working within silos
  • Communication challenges
  • Dealing with employee turn over
  • Gaining consensus
  • Overanalyzing
  • Making decisions without all of the information
  • Competing priorities

I believe Jane McGonigal when she says, "that games are a powerful platform for change." 

Her statement begs the question. Should we be using games to transform our company to be more customer centric? What do you think?

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

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