In our next interview, we speak with Kriszta Madacsay-Veréb, the Head of Customer Experience and Process Management at MBH Bank, about the successful completion of a recent project.

The starting point of our collaboration was that MBH Bank views the enhancement of both external and internal customer experiences as a critical strategic priority, essential for retaining loyal customers while also expanding their base of satisfied and committed clients. Recognizing the pivotal role of high-quality employee education in achieving their strategic and business objectives, MBH Bank is dedicated to excellence not only in the educational but across all segments of its operations.

What was the primary goal of the recently concluded Customer Experience training offered by the MBH Open University? How does such a program help achieve business objectives?

To ensure customer satisfaction, it is crucial that all colleagues and managers within the bank thoroughly understand and address our customers' needs. By integrating customer expectations into decision-making processes, we can enhance the customer experience across all levels of the organization. In recent years, consumer expectations have evolved significantly, necessitating proactive preparation and swift responses. Therefore, we continually seek new educational opportunities and solutions for our colleagues.

Why did you decide to break with the usual training methods and conduct the training in a gamified manner within the framework of Games for Business?

We strive to be pioneers in all aspects of colleague education. We believe that providing opportunities for learning that are engaging, self-paced, and accessible anytime and anywhere is highly motivating. This approach also helps to make the training process less stressful for our team members.

Based on the strong interest and participation in the Games for Business gamified framework, we are confident that we have found the right balance: enabling our colleagues to meet their daily task deadlines while also providing the flexibility to develop skills and attitudes while maintaining a healthy work-life balance. They can apply these skills in their daily work that drives continued success through improved customer satisfaction.

What were your expectations regarding the program - either in terms of reception or participation, and what were the results?

Given our past experiences and understanding of our colleagues' openness, we anticipated a high level of interest. The strong participation and engagement in the program provide the most authentic feedback, confirming that the professional content developed by the MBH Customer Experience and Process Management team, in collaboration with Games for Business, has significantly enhanced the satisfaction of the employees involved.

How did the colleagues respond to the new way of processing the training material that was significantly different from the traditional practice?

Colleagues from a wide range of roles and nearly all areas of MBH Bank participated in the program. During the training, we received over 2,000 pieces of feedback, much of which reassured us that we successfully delivered the professional content in a user-friendly, flexible, enjoyable, and motivating manner. As a result, participants were able to gain insights into how our clients make decisions in various situations and learn about the tools and approaches we can use together to make their financial management smoother.

What are your future plans at MBH Bank related to customer experience? Based on the positive feedback, do you plan to deepen or expand education through the system? Perhaps other trainings in this format?

The success of the programme confirmed that our colleagues are open and inclusive, and that the new training format was motivating for them. Continuous learning and development are important to them, so it is not a question for us to launch similar programmes in the future, integrating the insights and feedback we have gathered from this experience.