In our following 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.

Following exceptional results from their 2024 customer experience program, they have strategically enhanced their approach by incorporating investment services and financial literacy training.

In this discussion, we're going to tell you how.

Based on the success of last year's CX project, you decided to continue this year. What specific results and experiences convinced you that it was worth choosing Games for Business again?

Our bank is committed to employee education because we believe it is essential to achieving our strategic and business goals. Last year's program reached a significant portion of our employees, contributing to a deeper customer-centric mindset. We see that by enhancing the customer experience, we can achieve even greater success through increased customer satisfaction.

The positive feedback we received from our employees, along with their enthusiasm for the program, clearly indicated that education in a gamified environment greatly supports easier knowledge acquisition. This feedback, along with Games for Business' commitment to innovation and continuous improvement, was key to our decision to continue our collaboration and continue using the gamified approach in our internal programs.

A significant innovation in this year's project was the inclusion of the investment area and an increased focus on products. How did this approach change the effectiveness of the training, and what role did Portfoliopoly play as a motivational element?

MBH Bank offers its customers solutions for countless life situations with a wide range of products and services. As banking professionals, we believe it is important to expand our employees' knowledge by providing them with information about our products and services. This year, in addition to enhancing the customer experience and improving processes, our educational materials focus on investment services, savings products, and financial literacy. Portfoliopoly was a great opportunity for our employees to see how world events can affect different investments and how important diversification is.

Active players gave the program outstanding ratings in all areas, including graphic design, usefulness, and engagement. What specific feedback did you receive from participants, and how would you assess the low dropout rate?

It was important to us that employees could devote time to self-development alongside their day-to-day work, so we made educational materials available in installments on a weekly basis, with the option to complete them at their own pace until the end of the program.

The interactive tasks and accessible knowledge materials provided over several weeks kept participants engaged, as evidenced by the low dropout rate.

This reinforces our commitment to organizing programs that not only help participants recognize the impact of their daily work but also contribute to their personal development. The low dropout rate is important feedback for us, indicating that the program's structure and content meet the needs and expectations of participants.

In addition to the positive reception from colleagues and the outstanding evaluations, what lessons have you learned? Where do you see opportunities for improvement and greater reach for future projects?

The positive reception of the program confirmed that the gamified approach is an effective tool for increasing engagement. The program's success demonstrates that both the visual experience and practical applicability are important to participants. Based on participant feedback, we continually adapt the program to meet their needs and expectations. The feedback provides us with valuable information for determining the direction of development.

Based on the experience of the two successful CX projects, what role do you envisage for gamified training in MBH Bank's future customer experience strategy?

Based on the experience of the past two years, gamified training creates value not only for employees but also for customers. Gamification helps colleagues recognize that their work has a direct or indirect impact on the customer experience. Through gamified training, employees gain a more comprehensive understanding and are better equipped to meet customer needs.