Customer Experience Superheroes - Series 9 Episode 4 - CX4Good Special - Playing games to make a difference

Now a regular in the calendar, over 200 CX professionals from over 35 countries meet (virtually) to solve charity CX problems. This 'CX4Good' initiative is called the Customer Experience World Games'. Players share their time and talents, working in teams to positively compete and provide the best solutions for the charities. 

Until now it's been thought that the main benefactors were the charities who get all the ideas. However, when we met Ravi Shankar and Sandip Gupta, regular players and seriously talented CXers who commit to making a difference through CX,  it is clear that the playing community learn and develop from this unique experience. 

In conversation with host Christopher Brooks,  hear how the CXWG has made an impact on the lives of the playing community as well as the charities the games is designed to improve outcomes for. 

Transcript

SPEAKER_00 0:12

Hello and welcome to the latest episode of Customer Experience Superheroes. My name is Christopher Brooks, and I will be your podcast host throughout this series. A series in which we bring you ideas, inspiration, and insights from the world of customer experience. We travel to the far regions of the world to find the talented individuals who are progressing and endeavoring to make customer experience a recognized business practice. In this episode, we meet up with a couple of exceptional individuals who I've had the pleasure of playing games with, and more about that later. So, in a special customer experience world games edition, I'd like to introduce you to Ravi Schenka from Easier Award Software Services and also Sandy Gutter, who is the CX transformation specialist at HCL Technology. They were both players in this year's Customer Experience World Games. I wanted to catch up with them and understand just what they've got from the games and the value they thought it brought to the CX community. Wonderful. So I'm here today, a bit of a first. We've got two people joining us on the superheroes podcast today. We've got Ravi Shankar and we've got Sandy Gutton or Sandy as have come to know him. And then we're going to be talking about something that we've been involved in across the summer and previously called the Customer Experience World Games, which is a CX for good movement that we're really enjoying being a part of. And I thought it'd be great to catch up with Remy and Sandy and just get their perspective on it. These may be names you're familiar with in the world of customer experience, but if you're you're living under a rock somewhere, you may not know them. So what I'm going to do is I'm going to get Renevi and Sandy just to give us a whistle stop of where they've come from in the world of CX and what they're up to at the moment. So, Renevi, if I could come to you first. Welcome to the CX Superheroes podcast, by the way.

SPEAKER_01 2:16

Okay, thank you, Chris. And so as an introduction of where I come from in CX, it has been a journey where I heard customer experience. So India is part of the outsourcing world, right? And then the BPU operations and all started. I was fresh out of college, and I got an opportunity to bring it to operations for uh from US to India for companies like for GE or IBM and others. And the serentipity or how I got into customer experience is that the processes which I was migrating were all from loyalty. So, for example, I was migrating processors to Carlson and their loyalty program, right? And the same thing with United Airlines customer service process and their managed press programs and others. So that was the starting point. That was my shop floor experience and understanding the customers and others and what loyalty entails and all. And then India was not too big into loyalty space at that time. So in year 2008, one of my friends started a loyalty agency, one of the first in India. And I was the founding member of that team. So then I moved right into, you know, right from the aspect that I was one of the part who was implementing it to the one or was on the short floor to one who was strategizing on it and creating that. So we started loyalty programs for banking industries. And for what first, for the first time for BFSI industry, for the real large banks, we created loyalty programs. So I worked there for four to five years, then I moved into consultancy. So I worked with technology giant, but my role was consulting. So I consulted landmark group to create how to create a loyalty and customer experience strategy and how to make loyalty from cost center to answer into a profit center. For the customer excellence, I worked with Woolworths Financial Services and Woolworths Retail of South Africa and created a strategy for them that how both come together and create a better customer experience. So that is how it is. Then I moved again to a new phase where I'm working right now, the organization called EasyWorks. And here I manage the customer success portion of it and the delivery. And we manage for the retailers and again BFSI, which has been there. We also have created for health hospitals and role. So complete loyalty, customer experience strategy, and others. So this company creates all the products and we implement that.

SPEAKER_00 4:53

Wow. I mean, that is a pedigree experience path you've been through, from understanding how as an organization you're responsible for delivering the experience to someone else's brand, which is critical, right through to that key thing, which Fred Rycard said, what it's all about really is trying to get customers to stay with you longer and be happier to choose you over others, which is kind of the domain of the loyalty program. So it's really encouraging to hear kind of that breadth of experience you've had. No wonder you're such an active and productive participant in the games. Ravi, thank you for that introduction. Really, really useful. Sandy, can I come to you and ask you for a similar question? What's your journey been and what you're up to now? Definitely. Thank you for having us over here, uh Superman.

SPEAKER_02 5:39

To my journey. Um, I would say my journey was excellent. I was in college graduate and I started my journey with one of the organizations, Visual Consulting, wherein I was working as an IPD consultant, more from a technical standpoint, and there I came to an understanding about asking feedback. Uh, we were in the organization was asking feedback to their customers, even the teammate, asking about their feedback, how they feel about it, what what their pain points are, and and this idea of asking feedback was pretty new to me, and I liked about it. Like it has something to do with what matters to the business and what matters to the people, right? And I happen to be with the organization for one and a half years, and my I changed my career to join a new organization called eTech Global Services, wherein it is mostly focused on customer experience industry. So over there I learn more about what customer experience is and what's the essence of the customer experience is like how how it can impact the life of human. Human can be customers, they can be employees. How and over here I developed the the essence of customer experience or the and the empathy, how it how to deal with people, how to empathize, how to listen to them, how to understand them, in order to bring some change to any any life, any humans, be it be customers or employee or whomsoever it is. And and I learned a lot with staying with this organization. I what I am today is for this organization, the experience which I have got working with so many 14,500 clients, learning their business problem, solving those business problems, uh, understanding their pain points, discussing the real scenarios, and bringing up some changes which which was helpful for the brand to make their customers' life easy. It was so impactful that uh it is it it is creating an impact in the wherever it is being implemented. It's it's just a thought or it's a philosophy, which if introduced in a better way, it can change a lot of lot for a lot of people, and that's how my journey was. And now currently I'm working with an organization, Sil Technologies. Over here, I'm doing the same, but in the level of the skill has increased to a different level. Here I'm like uh I'm playing a role of product manager, uh, or you can say into from CX industry, as well as I'm working with one of the clients who and understanding their pain points, they have they have a lot of problems right now with their processes, trying to transform the processes to optimize it and better understand how they can improve lives of their customers and the employees of their varied pathway that you got there.

SPEAKER_00 9:00

I like the way you call yourself an accidental CXM because you've ended up in those spaces, but really good breadth of experience, especially on the technology front, to really understand how things work. And it's probably worth reflecting as well that when I was looking for a couple of participants for this particular podcast and talking with the team, your names came up, and completely coincidentally, you actually live within a few kilometers of each other. Is that right?

SPEAKER_01 9:28

Yeah, that's right. So basically, we work together in the same city, which is in Delhi and Sierra, a place called Noida, but hometowns are different. And currently, I think Sandeep is in all the oldest city in the world, which is in Benares. So here is that you know, over the civil, you know, ages and civilization, the oldest city in the world. So Sandeep hails from there. And before that, also the place where I hailed from is basically oldest when you know the human beings. It's a tribal belt called uh charcoal. So that is the area I come from.

SPEAKER_00 10:05

Well, wonderful. It was it's well, it's very fortunate in terms of time zones for our uh podcast. So I'm most grateful you're from the same geography. I'm sure given the nature of your participation in the World Games, there must be something to do with where you originate that just brings out that decency and commitment to others. I mean, we work across the globe and we do find that due to the sometimes it's the state of the nation, sometimes it's the religious strength of the nation, the customer experience has a different meaning and a different value in and all in a country. So it's something that I'm really keen to explore in the future just to understand the cultural impact on customer experience. Well, let's come on to how we came together. Let's come on to the customer experience world games. So this is a CX for good initiative that created back in 2020 during lockdown to individuals who were looking for challenges to keep themselves busy whilst we're all going through that furlough period, that kind of what's going to happen next period. And it rapidly became actually an endeavor to not just create challenges for the sake of challenges, but to actually work with charities who faced challenges of their own, customer experience or donor experience or volunteer experience challenges, and help them to resolve those challenges by bringing together the great and the good across the CX industry to commit their time and talent to help those organizations. And you two are individuals who not only put your hand up but jumped in with both feet and been very active participants. So can I ask you, Sandy, how did you how did you find out about the world games and what has been your your activity within it?

SPEAKER_02 11:55

Sure. So Christopher, again, um it's again a coincidence, but again, it's an accidental stuff which has happened. I'm very active on LinkedIn, and that's where I saw this uh that there is a C scheme that popped up in my field. And I got curious, like what is what it is all about. Um and when I when I researched, then I found like it's something to do with customer experience, and a lot of people from the same domain come into and and participate. And I was excited about it to be to be part of it such an such an process wherein it will come with a lot of learnings. So that's how I actually came to an understanding about the customer's role game.

SPEAKER_00 12:48

Thank you very much for that, Sandy. And Ravi, can I come to you? What was your introduction to the games?

SPEAKER_01 12:54

Yeah, I believe that the same thing that we were on LinkedIn and I I got a you know uh thing. I believe that I had connected, or I am part of a lot of customer experience groups. So maybe from your extended, you know, connections, it landed on LinkedIn and I was looking at doing this. You know, I will go a little bit back and back in the background is that I'm the black sheep of my family. All my my parents, everybody in my family is you know, educationist, somebody is doing for something or other, and I'm the one who is you know all and out, all and out, you know, startup and business guy and everything. So, and my wife is a CEO of Miracle Foundation, which is an LGA itself. So I've been surrounded by people who are doing something interesting, and this whole, you know, your paradigm of helping through my job, something it sounded very, very exciting and interesting to me. And I jumped in. So, and that's how I got introduced over here. So that was the motivation for me, and uh and always there. So it has always been there that if I can help out in some way or others, it is more connected through the work rather than only giving money. That is absolutely, you know, like uh Rich Man's work that I give pay for charity, very important. But this is something where you actually contribute, that was the biggest motivation, and it came as the customer experience world games for making doing good, nothing better than that, because actually it maps to my strengths, and I can contribute to it.

SPEAKER_00 14:31

That's great, thank you. So that's really interesting that you sort of it was just through LinkedIn that you found the games and it's managed to reach out to over 35 different countries. I think we've got about 700 people registered and with three world games now complete and a couple of regional games. Quite a number of charities are starting to be helped. So so let's come to 2022. So, Ravi, which team were you in? And talk us through some of the uh high points and interesting moments from playing in the games this year, if you wouldn't mind.

SPEAKER_01 15:02

Yeah, true. So it's just that I was in Hercules and basically Sandy was also of the part of the same team. Anantha was our captain, so I was part of that. And Ananta said that you know, on the first meeting itself, we connected on Slack and then, and coincidentally, I was choosing the small group leader. So the first challenge, which was there, of the refugee challenge, right? So I was the one, and I think we were run around. It was very, very interesting. As a high point, which is there is that you know, you have the same skill sets. Along with that, you have so much of learning. And the most important thing which happened is that commitment, we were in different time zones. So, someone who is from Argentina and someone who is from, you know, Shire, there are 16 time zones, and people found time and came together. I had every day, you know, for seven days, we had every day the core group actually stuck together and they came together and finished their jobs. And I believe that you had given only one week in the first one, and we were ready on the same night we finished it, and the commitment level was there. There were certain things which were like, you know, different ways of working, some are relaxed, some are very, very, you know, upfront, different way of talking. So you understood diversity also very, very, very closely. That was the biggest learning because when you interact with so many people, they go ahead and do that. So there are always when you work in a corporate environment, there would be dissonances. The best part was that even if there were dissonances, the whole driving factor was that we are doing this for our good. The all the dissonances were, you know, resolved very quickly. And it's a great learning. Actually, when you you know combine different sorts of people with different expertise and experiences, they come together and then in their heart there's something that they're doing some, you know, really good, then it works, you know, it just gels. Everything falls in place, everything goes over there, and then we went ahead and did that. And that showed the quality. If you look into the number of collaterals we developed, so although our presentations were five to six, but the number of collaterals which were developed and number of work, amount of work which was done, that was phenomenal. I don't think in a week, you know, given any project, that kind of work could have happened. I believe Sandy can corroborate on that because he was also part of that group.

SPEAKER_00 17:31

Great, thank you, Ravi. Yeah, let's hear from you, Sandy. Anything there that Ravi said that you agree with or additional points you'd like to share on what it was like. So you were it was you're you're in the Hercules team as well, and run by Santa. So yeah, what was your experience? Sure.

SPEAKER_02 17:47

So basically, I started my journey in CSO game was in 2021, when in I was in the team partition and which was led by Mandisa. That was the first time I got introduced to it, and then this year again working with Hercules team uh led by Santa. Again, the experience of mine between these two these two years has been the same. As rightly said by Ravi, we love the way people participate. The things I like about these games are we like the thought process we are having. We learn from each other, we uh we embarrass each and every individual too, and and we we respect each and every individual for their contribution, their thought process, and we deep dive into it. It's a learning curve for any individual who would like to be part of the experience industry. It it uh CX volcan game is it is comes with a lot of experience, a lot of learnings. You you learn from people, there are there are people who are breathing CX uh custom experience uh essence in and out, right? You when you discuss with those people when you are when we were working on these games, we were thinking alike, we were having our inputs, we were discussing all those viewpoints, brainstorming those, and then come to a conclusion, which was evident in the real results. Though I would be very upfront in saying that I was not very active participant at the very beginning, but got a bit active at the later stage. But yeah, the energy was still the same between these two years.

SPEAKER_00 19:36

It's very interesting you say that because I've kind of noticed that we throw people together, you you say kind of that there's no there's no pre-selection, it's it's random, which is sometimes challenging in terms of the time zones. You just I never not thought about that, Ravi. The 16 different time zones are working across. But people commit and put their time in. And and then as you as you say, Sandy, it's it doesn't necessarily mean everyone has to be 100 miles an hour up front all the time. You sort of can sit back and you can find your opportunity to contribute, which is great. And you mentioned then, Ravi, that we took on the refugee challenge. Now, one of the things that we found very early on when we were playing the games was this taking people completely out of their comfort zone. Irrespective of the world of loyalty, the world of tech, whatever we're working working in banking or you're working for a utility company or you're a consultant, um, the likelihood is you won't have come across these types of customer experience challenges. Could you reflect on that? Did it feel when you saw the challenges like, wow, this is very different from the world I'm used to? And has that change the way in which you approach it?

SPEAKER_01 20:45

It could be. So, Chris, when you come in from the other things, but India as a country is so diverse, all right? We live in extremes. We have the second richest man in the world, and also we are 101st in hunger index. So you can understand the kind of extremities we live into, and the kind of you know, haves and have nots and others, and we have you know moved towards it. So we are exposed, we understand, we understand the whole idea of migration things which are you know which happens in the world. So contributing to it, it was just that it was like in a context where Europe was there, but India has faced. So we have still population having with us, right? We still have you know exudists from Bangladesh and others, which has happened in India. So we understand that portion of it also. And any all the solutions which were there, and for particularly for many, it is a little different in the sense. I have also worked in Commonwealth Human Rights Initiative, taking a 60% cut in my salary to make the processes right and others. So working for human rights police recounts and all. So I have been exposed to the NGO world. I understand that. And you In India, I think that the empathy and the understanding you will find for NGOs and the kind of work which are there is that you know we live into it, we are part of it. Now there are times when apathy can set it, or because we are you know living with this all the moment, or it just heightens your need to contribute more. So, you know, not just India. So it was something for us is that it was the driving factor, okay? It's not just that, you know, for the good. And I as I said that maybe if it was a thing of designing a particular strategy or others, I think I would have asked for money for it. But over here, this was really important because actually it added value personally into my heart that okay, yes, I contributed. So that was the whole idea which was there. Yes, we were in terms of the work and the understanding that how customer experience can make a change in an NGO or in a particular situation. That was the biggest learning, and how you can implement different kinds of tools, right? From customer journeys and strategies, or even for the third challenge, which I was part of all three challenges, even the third challenge, where we had to create a go-to-market strategy and others. These all actually can contribute somewhere or other to the people who require it and who may not have resources or who are dependent on resources. So that was the biggest learning that how do you, you know, implement these things for them? So that was the merging and synergy of two things coming together.

SPEAKER_00 23:39

Brilliant, brilliant. And and Sandy, can I ask you the same question? And perhaps, you know, in terms of the other challenges, we had the spy squad, which was helping children with learning challenges, and also the Crossroads Foundation, which is this wonderful sort of exchanging of goods from people who don't need them to organizations and communities that do. How did you approach those sorts of things? Do we have players that come to this who typically are more connected to contributing towards society?

SPEAKER_02 24:09

Because honestly speaking, all these challenges were pretty pretty much different in nature. And in my experience to the CX industry, I've never come across these kinds of challenges like until I was part of CX World Game. So, yes, like all the three channels may be Refugee Camp, Crossword, and the Spy Game. Every single game was its came with its own challenge, came with its own pain points, and and it pushed our limits to think out of box. I'm pretty sure I can talk about myself. Like I didn't know much about these schemes, but then when it was introduced, I had a feeling like I should be contributing, as Ravi said, like it's in building in our blood, like helping, and and that's that's the essence of being part of the game. We are helping people who are in need. So we are helping a needy people, and and this way we are helping the humanity, right? So uh talking about the the cross green, like it was in different essence altogether, like uh helping the needy one over over there, like helping helping people who want something, but and how to accommodate that. Going to the CX uh spy game, or it's a different level of experience altogether. The cracking the code of that game was it was an exercise, like it was a fun process to act as an agent, right? Like it's it's another level of exploring something, and then come up with a strategy, how to help the team with the process strategy and altogether.

SPEAKER_00 26:04

Excellent, and it's those areas that I'm really surprised myself. I hope when we created this, that people would be able to find some time and find that they had the skills and capabilities to contribute. But there's something you both keep coming back to, which which actually Gregorio um Uglioni said to me. He said to me, this is the best training program for customer experience I've ever been on. And obviously, it's really weird to hear him say that because we don't give any tools or techniques or any approaches. We we don't even expect, we don't even mandate how the team should organize themselves. We just let them come together as a bunch of individuals who are willing to contribute. And what we found I find incredible is that people will put into the middle their capabilities, their strengths, their models, whatever it is, and work with each other, meaning they leave the room with a with perhaps a heightened level of understanding of how particular areas of CX work, such as volunteers, but also with a greater confidence in tools and techniques and abilities. And you both keep coming back to this. I mean, is that something that you are able to take from the games, is is learning from customer experience?

SPEAKER_01 27:28

Yeah, absolutely, Chris. So as I said, that where in the world, see, what happens is when you work, you're limited by a geography, you're limited by a set of people who come from a different set of culture, right? Their understanding. And then also you're limited by the kind of organization you work for. Okay. Now, as a top management, my work for past one decade has been strategic, and others and others and others, right? I have people who will do the coding and whatever work. But I had Sandeep who's coming in who is totally focused on technology of custom experience. Now, like I had Maria in other team who's a professor. There was Dr. Gita who teaches, right? So, where in the world would you get such people to collaborate with on working on a project? See, you know, learning and getting someone who is giving you lectures and all is different. But when you collaborate, for example, I also make a customer journey, and Maria also makes a customer journey, right? And Fatima also makes a customer journey and others which are there. But when you come together, you understand that okay, how it can be made better. So Maria had amazing tools with her. So I understood that these tools can make life really easy and it can actually give you a focused way and a framework is developed, and you look into that. I worked on, you know, my contribution was that how do I bring in a complete strategy map? And that was the strategy which can be brought in. Then there was people who were, you know, creating different kinds of personas in different manners. So all of these, when you learn with these kind of practitioners and who come with a very different perspective, you get a lot of aha moments, get a lot of understandings, and you get a lot of internal, you know, things. So as a human being, if you keep on learning, you keep on growing, and this was an opportunity to learn only. It was the biggest thing, as I said, that the whole learning from a diverse group and the diversity which was there. There were certain inherent learning too. So tomorrow, if I work for like, let's say, a South Asian country and I'm setting up a business over there, or whatever I'm doing, I understand how the people, what are the cultural impacts or implicit nature of that, or how our Argentine woman will behave. When we won the overall champion, and Maria was calling and she spoke for five minutes in Spanish. That kind of, you know, the whole coming together was important. And that's why I can say, and the second thing is that you carry these friends who you work together together with, and these colleagues who have collaborated becomes friends forever. So there were a lot of internal things if you have sometimes that you know somebody in Sudan had a problem and she had to come to Dubai, and people who were in the group were helping them each out. So this was a you know, not only towards the games, it was going beyond. So that is what my thought process is.

SPEAKER_00 30:23

That's that's just wonderful. So Sandy, could you give us your view as well, please?

SPEAKER_02 30:29

Oh yeah. So my honest view would be it's a training program, and I would say it's a crash course to customer experience. If anyone who is really interested into custom experience and they want to make their career into customer experience and do and they don't have any help, I would suggest be part of this game. You will learn in and out of it. As rightly said, like it comes with an diversified engagement. It doesn't ask you to be there all the time. People join the game, they contribute by their own. There is no force, no, nothing, uh, nothing required. Like no one is forcing you to be part of this game. People are engaging by their own because they are actually they are actually wanting to be part of it, they want to be con they want to contribute to the the game, they want to make a difference in someone's life because they know their one percent contribution to this game, to this whole engagement, will help someone in need. And with this process of the game, you learn a lot. You'd learn a lot about customer experience, customer journey, how you understand the emotion behind each and every journey, how you interact with the people, the essence of the empathy, why listening is important, why it is important to understand the pain point and the problem. Right, it helps each and every individual who are part of the journey. Again, as as Ravi said, like there was diversity, diversified people, Ravi from Arabia and Myself from India, they were there were people from uh Nepal, uh Santa from Malaysia, Fatima from uh Dubai, and the people from Anjardina and other geographic regions, everyone were so energetically working together for the same common goal, and and rightly said, like when we work together, we we connect and we make that a bond of friendship, and that was very evident when we were playing. Like we made we made such a good friend, friendship in this whole engagement which will last for longer. Now we were never we we I never knew Ravi, though he was part of he is into CX industry. CX World Game is a platform wherein you will come to know different people, different mindsets. You can work with these different mindsets and learn from each and every individual because each and every individual has its own way of giving back to the society. And I would like to contribute like it's it's a game through which you can contribute to the six community, you can always this is a way to give back to the society, give back to the community, and you will never know, but you will learn in this process. You will learn to communicate, you learn to understand how what people are thinking, how to deal with the people, and in this process without any and much contribution, you are impacting someone's life, well, and and creating a good bond.

SPEAKER_00 34:05

Thank you. I mean, it's just really great to hear both of you talk about what you get from it and the value you get from it because obviously the idea when it was created was we never thought that that's where it would end up going to, but it's just really rewarding to hear that. And and something you touch upon there, Sandy. There's one of the players, a lady called um Frances Chaperot, has is now going to be conducting a research study into team dynamics because she she said, like both of you said, that she's never come across the way teams have operated like this. There's no game for anyone individually. There's no there's no requirement or expected commitment. And yet this team dynamic comes together so quickly and creates output so quickly. She's fascinated to understand more how doesn't happen? Why doesn't happen? So there's a lot, there's a lot, I think, that you know, hopefully we can we can take from the games to to help other people understand how to actually work cross culture, how to work at pace and still deliver quality output. We shouldn't, we shouldn't forget the fact also that you know you two were on the winning team. I mean, whilst the games is about making contribution, there is a promise at the end of it. You know, there is one team whose overall contribution is going to be recognized by our elite judging panel and the the challengers themselves. So so another congratulations to you both. Was it good to be part of the winning team?

SPEAKER_01 35:35

Of course, of course. As I told you that, um you should have heard when and I will share. Or you were in the WhatsApp group. The you hear.

SPEAKER_00 35:46

Hey, I've seen them, I've seen the messages, I saw the banter.

SPEAKER_01 35:50

Yeah, the whole banter and everything, and how we went about it. So it was awesome. And I was part of all three challenges. So I led the other challenge, and the second challenge, I was a mentor. The third challenge, I was again, you know, a mentor. So the three challenges, I was part of each one of them, and good fun. It was like, and it is great. We were, you know, we were down number two, number two, and then overall contributor. It was like, oh, yeah, that said that our hard work has paid off. We were competitive, please. We were completely competitive as a team.

SPEAKER_00 36:29

Excellent. Thank you so much for spending time with us. Really appreciated um all your contribution to the games. It's just an idea, unless people turn up. And we're going to talk in another podcast about the ambassador program. So now we're taking ideas through to implementation. It it completes the circle. But thank you so much for showing up. You as you said, you didn't need to, you chose to show up and you contributed so much. And we're hopefully making a difference and proving that CX is a force for good. If I was listening to this or I'd seen as you two had on LinkedIn the games mentioned, but hadn't got involved, what would your suggestion to anyone who's considering playing? And and we should just highlight, of course, there's no cost or anything, it's just a volunteer movement, but but what might you say to them if if they were wavering?

SPEAKER_01 37:22

I would suggest is that the whole idea that it's not that you are contributing, you are gaining. And the whole idea in a nutshell when you do is that I can say that if you participate in this game, you gain more than you whatever you give, right? So give your best or the most. Why? Because, see, first it is personal satisfaction, which is derived, because your work, which you have been doing for 20 years, is going ahead and making a difference. The second is that you're learning internally, team dynamics, managing diversity, understanding diversity, you know, finding time. All of this comes together. So actually, you gain more than what you give. So this is what the whole thing is. It's not just a training program. I would suggest that you take it forward, is that it's a collaborative, coming together, sticky, nice, warm, fuzzy coming together, you know, learning opportunity.

SPEAKER_00 38:24

Brilliant. That's that's really, really, really good words there. Thank you so much.

SPEAKER_02 38:28

And uh Sandy, what what might you say to someone who is thinking but hasn't yet taken part of my second Ravi on this and would like to add if you are part of CX World Game, there's nothing to lose, you gain out of it. It doesn't matter how much you would be able to contribute, your participation is what matters, and that makes this game so wonderful that even though there could be time that you might be a silent listener, but you learn from the process. Just to give to give you an example, I'm not a marketing guy. I was on those discussions, so that I was learning out of what it takes to be a marketing guy. What should be the thought process? How do we think across that with the CX perspective? So in an actual CX in my in my philosophical philosophy of CX is it's CX is for the human by the human, right? So over here we are working on some really concrete challenges for the people, and be take your take your part, try to invest your time. There is a lot of learning out of it, even though you are a silent listener. That's my truth true sense to this.

SPEAKER_01 39:57

Sadly, hope you're not, you know, it's a backhanded comment on us that me, Fatima and others, when we talked, we talked. You guys listened.

SPEAKER_02 40:06

No, no, no, that's that's not not see. Uh I told you, like, I wasn't a silent listener, uh, not that active at the very beginning, right? But I was learning from the process. Like whenever I used to hear you, Fatima, Santa, and other folks uh talk about the the situation, brainstorming this the game, I was learning from that as well because there were a lot of angles to you were exploring, you were talking about which even I didn't thought of it. And that's the beauty of it. You are you are participating into the process, not knowing that you can do how much you can contribute, what level of contribution you can bring into the game.

SPEAKER_00 40:55

Well, that's great to hear. That's how you both feel about it. It's truly wonderful. And look, there will be more world games, and you're both very busy individuals, progressing successfully with your careers. But I do hope that we we have the opportunity to welcome you back to future games. I know you're both involved in other capacities, but you know, when we when we launch future games, it will be great to count you amongst the numbers to where we've got to now. The contribution so far has been immense. So personally, and on behalf of all the amateurs that we've helped and all those other players who you've inspired, thank you both so much for taking part in the customer experience world games.