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Navneeth
Thomas
Head of Client Success
Smokeball
Nav started his career over 12 years ago in Canada doing consulting, project management, support and sales before taking the leap into Customer Success when it was still in its relative infancy. Since then he has built and scaled CS teams across a number of companies of different sizes ranging from SMB to Enterprise and across various regions and industries. Using this extensive experience, Nav has built a scalable and repeatable process-driven framework that develops successful CS teams. Nav is currently based in Sydney and leads the Client Success team consisting of Onboarding, Data Migration and CS at Smokeball, an Australian legal-tech company. In his spare time he co-hosts The Customer Success Talks podcast, runs The Post-Sale Cocktail newsletter, and helps other organisations build and scale their CS functions through his consultancy, EnGauged Solutions.
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06 November 2025 15:00 - 15:30
Gamification in customer success: Using game elements to enhance customer engagement
In an increasingly competitive market, fostering strong customer relationships is essential for sustained success. This keynote explores the innovative strategy of gamification in customer success, where game elements are integrated into customer engagement processes to boost interaction, loyalty, and satisfaction. Attendees will discover practical insights on how to design gamified experiences that motivate customers, create a sense of achievement, and encourage ongoing participation. Through real-world examples and actionable techniques, this session will demonstrate how gamification can transform customer journeys, drive business growth, and cultivate a vibrant, engaged customer community. Join us to unlock the potential of gamification and revolutionize your approach to customer success.