GSummit SF 2014 - Training & Engagement on The Front Line: The Delta Air Lines Way by Ponch Orendain...

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Ready, Set, Jet! The Social Learning Game [email protected] The Social Learning Game

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Transcript of GSummit SF 2014 - Training & Engagement on The Front Line: The Delta Air Lines Way by Ponch Orendain...

Page 1: GSummit SF 2014 - Training & Engagement on The Front Line: The Delta Air Lines Way by Ponch Orendain @ponchOrendain

Ready, Set, Jet!The Social Learning Game

[email protected]

The Social Learning Game

Page 2: GSummit SF 2014 - Training & Engagement on The Front Line: The Delta Air Lines Way by Ponch Orendain @ponchOrendain

The Challenge

8 Call Centers

4,800 Agents

36M Calls/Year

Training Cost = $104k/Hour

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Learn By Playing

Farmville

Words with Friends

Know Your Audience

Conduct Focus Groups

Develop Concepts

Page 4: GSummit SF 2014 - Training & Engagement on The Front Line: The Delta Air Lines Way by Ponch Orendain @ponchOrendain
Page 5: GSummit SF 2014 - Training & Engagement on The Front Line: The Delta Air Lines Way by Ponch Orendain @ponchOrendain
Page 6: GSummit SF 2014 - Training & Engagement on The Front Line: The Delta Air Lines Way by Ponch Orendain @ponchOrendain
Page 7: GSummit SF 2014 - Training & Engagement on The Front Line: The Delta Air Lines Way by Ponch Orendain @ponchOrendain
Page 8: GSummit SF 2014 - Training & Engagement on The Front Line: The Delta Air Lines Way by Ponch Orendain @ponchOrendain
Page 9: GSummit SF 2014 - Training & Engagement on The Front Line: The Delta Air Lines Way by Ponch Orendain @ponchOrendain
Page 10: GSummit SF 2014 - Training & Engagement on The Front Line: The Delta Air Lines Way by Ponch Orendain @ponchOrendain
Page 11: GSummit SF 2014 - Training & Engagement on The Front Line: The Delta Air Lines Way by Ponch Orendain @ponchOrendain
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It’s A Game

Marketing

Badges

Freeplay/Demonstrations

Cutouts

Video Trailers

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Page 14: GSummit SF 2014 - Training & Engagement on The Front Line: The Delta Air Lines Way by Ponch Orendain @ponchOrendain
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Results

70M Top Travel Score

19 Cities

$97k Initial Cost

Page 17: GSummit SF 2014 - Training & Engagement on The Front Line: The Delta Air Lines Way by Ponch Orendain @ponchOrendain

Ready, Set, Jet!The Social Learning Game

[email protected]

email: [email protected]


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