Monthly Archives: October 2014

Customer Service made Fun by Gamification

Description: This traditional customer service experience is process-oriented, tedious, and it leaves customers frustrated and dissatisfied, says Girish Mathrubootham, founder and CEO, FreshDesk.

Source: cio.com

Date: March 3, 2014

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FreshDesk uses gamification to incent employees to provide fast, effective and fun customer service for helpdesk ticketing, automation and customer forums, says Mathrubootham. The model for the solution was Apple’s Genius bar, he says.

“Our first thought was, ‘How do we make this more fun and more engaging for the people providing the support?'” Mathrubootham says. “Obviously we wanted happy customers, but what we realized from talking about models like Apple’s is that happiness is contagious.”

If the customer service agents are happy, engaged and invested in delivering quality support, then they will pass that onto customers. And gamification can be a great way to increase this engagement and satisfaction both from an agent and a customer standpoint,” Mathrubootham says.   READ REST OF STORY 

Questions for discussion:

1.  What is gamification and why is it important?

2.  What potential applications do you see for gamification and in what industries will this add the greatest value?

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(AWS) Amazon Web Services

Description:  Learn about how Amazon Web Services (AWS) offers a cloud computing solution for businesses, non-profits, and governmental organizations with a flexible, highly scalable, and low-cost way to deliver their websites and web applications.

Source: AWS Cloud

Date: Sept 4, 2013

This short video helps explain the benefits of running your website on Amazon Web Services. You’ll learn about the low-cost, pay only for what you use pricing model and the elastic scalability that helps you match your resources to the demands of your users. You’ll also find out about the flexibility you have to run any software you want and how this can help you get your website to market faster.  READ REST OF STORY 

Questions for discussion:

1.  What is AWS (Amazon Web Services and why is it important?

2.  What potential applications do you see for AWS and in what industries will this add the greatest value?

A $1 BillionBet by Disney on Technology to Track Theme-Park Visitors

Description: Jason McInerney and his wife, Melissa, recently tapped their lunch orders onto a touchscreen at the entrance to the Be Our Guest restaurant at Florida’s Walt Disney World Resort and were told to take any open seat. Moments later a food server appeared at their table with their croque-monsieur and carved turkey sandwiches. Asks McInerney, a once-a-year visitor to Disney theme parks: “How did they know where we were sitting?”

Source: businessweek.com

Date: March 7, 2014


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Change is always tricky for Disney, especially at its parks, where introducing a new brand of coffee can spark a revolt by fans. Unhappy mouseketeers last year began a petition drive to keep Disneyland in January from pulling the Billy Hill and the Hillbillies show after 21 years (it didn’t work). Others marched on the park’s City Hall in 2004 after recalibrations made to the Mad Tea Party ride in the name of safety slowed it down.

MyMagic+ promises far more radical change. It’s a sweeping reservation and ride planning system that allows for bookings months in advance on a website or smartphone app. Bracelets called MagicBands, which link electronically to an encrypted database of visitor information, serve as admission tickets, hotel keys, and credit or debit cards; a tap against a sensor pays for food or trinkets. The bands have radio frequency identification (RFID) chips—which critics derisively call spychips because of their ability to monitor people and things.  READ REST OF STORY 

Questions for discussion:

1.  Why is Disney investing in this RFID technology and why is it important?

2.  What potential applications do you see for RFID technology and in what industries will this add the greatest value?

3.  Comment on the statement “critics derisively call spychips because of their ability to monitor people and things.