The Customer Experience Practices (CXP) Immersion was a training program that utilized classroom-style learning and 3 themed escape rooms to teach BCBSM employees of all levels key principles of customer experience. I was part of this program’s team for nearly 5 years starting in 2017.

When the pandemic hit, the Customer Experience Practices Immersion, an in-person learning program that leveraged three escape rooms, risked being cancelled indefinitely. To save the program, my team audited in the in-person experience (storyline, assets, senses, touch points, et cetera) and reimagined it into a gamified virtual learning experience.

Transitioning the program into a virtual experience was a great success, continuing into 2022.