‘The Gamified Customer Journey’ Whitepaper
Gamification has become one of the most powerful tools for brand engagement but only when it’s done right.
At tms, we’ve embedded game mechanics into some of the world’s most successful promotions and loyalty programmes, helping brands turn everyday interactions into moments that drive action.
Our new whitepaper, ‘The Gamified Customer Journey’, explores how gamification can support brands across every stage of the customer journey. From driving awareness and encouraging first purchases to strengthening loyalty and winning back customers.
Based on research with 1,200 consumers across the UK and US, the report uncovers what motivates people to participate in gamified experiences and how brands can design them more effectively.
At tms, we define gamification as the strategic application of behavioral science, game mechanics, and experience design to motivate a desired behavior
Download the full whitepaper below.
The Gamified Customer Journey
Publish date: May 11, 2026
Number of pages: 30 of 30
Our latest whitepaper explores the role of gamification across the customer journey, revealing how brands can use game mechanics to drive engagement, loyalty, and long-term value. Through proprietary research, we answer a key question: How and when does gamification most effectively influence consumer behavior?
Download the report to discover how gamified experiences shape decision-making at every stage, from awareness to winback, and learn how brands can deliver meaningful interactions that balance effort, reward, and sustained engagement in a competitive digital landscape.
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