Gartner Research

Experiential Training for Customer Centricity (Electronic Arts)

Published: 04 February 2019

ID: G00705824

Analyst(s): Customer Experience Research Team

Summary

Electronic Arts (EA) uses immersive training to develop customer empathy by inviting non-customer-facing employees to observe and reflect on the customer experience from the perspective of front-line service staff. CX leaders can use key elements of EA’s Hero Academy to build and develop customer empathy.

Table Of Contents

Overview

Solution Highlights

Challenge

Solution

Empathy Counts

A Tight Script and a Fast Pace Win

Teams Self-Reinforce the Experience

Results

Recommendations

About This Research

Presentation Deck

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