Reflections on 10 Years of Centrical: A Conversation with Gal Rimon

Earlier this month, I sat down with Gal Rimon, Founder and CEO of Centrical, at their NYC headquarters. As they celebrated a decade of driving employee engagement and performance, our conversation explored lessons learned, defining moments, and the evolving future of work. 

For business leaders focused on customer interactions, the insights Gal shared are a masterclass in building a sustainable, people-centric business.

1. Start with People: Put the Employee at the Center

From the beginning, Centrical’s mission has been clear: employees must be at the heart of every business decision. Placing people at the center of the business, Gal said, is the key to bridging the gap between strategy and execution. Gal recounted how this principle became even more critical during the COVID-19 pandemic, when companies faced unprecedented disruption. One client transformed its business model overnight, setting up curbside sales with only two chairs and sheer determination.

“The seller became the local hero,” Gal shared. “They had to learn entirely new ways of working, fast.” Centrical’s platform helped frontline employees adapt, train, and thrive despite the chaos.

Key Insight for Leaders: Investing in employee enablement is not just a feel-good initiative—it’s essential for operational resilience.

2. Adapt and Evolve: Purpose-Driven Transformation

Centrical’s early focus on gamification resonated with many, but it also came with unintended baggage. “We realized ‘gamification’ boxed us into a niche,” Gal admitted. “We evolved into an enterprise performance experience platform, so we needed a name that reflected our true vision.”

This shift from “GameEffective” to “Centrical” wasn’t cosmetic—it was a strategic pivot that re-centered the company’s message around what matters most: empowering employees to perform at their best.

Leadership Takeaway: Sometimes a brand refresh isn’t just marketing fluff; it can realign a company with its deeper purpose.

3. Real Impact: Gina’s Story of Transformation

Gal shared a story that captured Centrical’s mission in action. Gina, a retail employee supported by the platform, improved her sales performance and was able to better provide for her family. “I had tears in my eyes,” Gal confessed. “This is what putting the employee at the center looks like—not just better KPIs, but better lives.”

Business Insight: Customer experience starts with employee experience. When employees feel supported and valued, they deliver better service, creating a powerful ripple effect.

4. The Future of Work: Human-AI Collaboration

As we discussed the future, Gal’s excitement about AI’s potential was palpable—but tempered with pragmatism. “The human role in the AI era will undergo a massive transformation,” he explained. “Routine tasks will be automated, leaving more complex, human-centered work.”

Centrical envisions AI-powered whisperer guides offering personalized coaching to frontline employees and supervisors alike. These AI copilots won’t replace managers but will free them to focus on higher-value activities: mentoring, problem-solving, and fostering genuine human connections.

Strategic Advice: AI isn’t a threat—it’s a tool for amplifying human potential.

5. Lead by Coaching: Deepen Employee Development

I ended our conversation by asking Gal for one piece of advice for team leaders looking to build a culture of continuous improvement. His answer was simple but profound: “Be deeper.”

He elaborated: “Don’t just tell employees they have a low conversion rate. Learn why. Are they struggling with asking probing questions or handling objections? Dive in, get specific, and coach them through it.”

Gal likened this approach to his time as a volleyball coach. “I’ll always remember my best coaches—not managers—because they pushed me to be better.”

Leadership Insight: Managers should evolve into coaches who help employees unlock their full potential.

Final Thoughts: The Road Ahead for Centrical

Centrical’s next decade is fueled by a bold vision: helping millions of frontline employees adapt, grow, and thrive in an ever-changing world. “The strategy will get more complex,” Gal reflected. “Execution will become even more nuanced. But if we keep people at the center, we’ll build something extraordinary.”

After spending time with Gal, I couldn’t agree more. Business success doesn’t happen in a vacuum—it happens when people are empowered, equipped, and inspired to excel. Centrical’s journey proves that when companies invest in their people, extraordinary results follow.