438: Turn CX Strategy Into Action With Game Based Learning Principles

CX leaders struggle to create strategy days, roadshows, and training that people actually remember. Game design can fix that. Co‑hosts Martin Gill and Angelina Gennis speak with Tim van den Boomen, an interaction designer who creates escape rooms and immersive learning environments for brands. Tim shows how game mechanics, player archetypes, and simple physical props can transform low‑engagement CX moments into high‑impact experiences. Listeners will learn: How “explorers”, “achievers”, “socialisers”, and “killers” shape engagement — and how to design for all four. How to create a “magic circle” that shifts people out of meeting mode and into active participation. How to use props, constraints, time limits, and physicality to build memorable CX learning. How to apply experience‑room techniques to culture change, strategy rollout, and journey education. How to deliver impact even with limited budget, space, or resources.

You can listen to 438: Turn CX Strategy Into Action With Game Based Learning Principles online on Radio and Podcast. Open the player on this page to stream the available audio.

438: Turn CX Strategy Into Action With Game Based Learning Principles is an episode from Forrester's CX Cast by Forrester.

This episode is 29:15 long.

This episode was published on Feb 3, 2026.

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