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Using Game Mechanics to Drive Digital Transformation – Capgemini Report by Maggie Buggie and Pramod Appukutt


Article Summary :

Insurers are looking for innovative ways to address growth and efficiency challenges and “gamification” is the new buzzword that has the potential to transform the customer engagement process in the insurance industry.  In the research paper “Using Game Mechanics to Drive Digital Transformation”, Capgemini Consulting  explore the building blocks of successful gamification and provide an outline for how organisations should approach gamification in their stride to digital transformation.

 The Digital Insurer reviews Capgemini’s Report on Using Game Mechanics to Drive Digital Transformation.

Insurers can use gamification as a way to increase customer engagement 

Key Insights :

Although not specific to insurance, this Capgemini research paper hails gamification as an emerging field. Insurers can leverage these insights and apply the learning to their own organisations.  Gamification can benefit organisations in multiple ways:

  1. Gamification is an Enabler for Digital Transformation
  2. Gamification Accelerates Change Management
  3. Gamifying Processes Helps Drive Employee Engagement and Compliance
  4. Gamification Speeds up Employee Training and Learning
  5. Gamification Drives the Pace of Innovation
  6. Gamification Improves Process Efficiency

As shown in the research paper, insurers will need to avoid two common pitfalls while applying effective gamification:

  1. Excessive Focus on Extrinsic or Intrinsic Motivators
  2. Inability to Sustain User Interest

The report also highlights six key success factors for enterprise gamification which insurers need to keep in mind:

  1. Identifying a clear goal
  2. Defining the user group upfront
  3. Setting up internal capabilities for gamification
  4. Continuously measuring and adjusting
  5. Proactively managing game completion
  6. Adopting an iterative approach to gamification


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