Cisco is renowned worldwide for their networking technology, but not for their customer service. With the launch of Cisco CX, they aimed to reinvent their customer service reputation and give their diverse network of partners a new approach to building sustainable, profitable customer experience models.
We needed to create a truly arresting activation that would catch the attention of busy B2B conference attendees, actively engage and educate them throughout the experience, and create genuine excitement to share—all while pitching Cisco CX in an authentic and dynamic way like never before. The key was creating a moment in which attendees could experience a true connection with a CX expert, which defines the epitome of customer service, while also allowing it to resonate with an audience as well.
With authentic customer support interaction as its cornerstone, we created Cisco CX: Mission Possible, an experiential activation designed to draw individual attendees into a communal brand experience that positioned Cisco as champions of customer success.
Guests created personalized 3D avatars using AI and ML tools, and then entered a virtual space, as their avatar, via VR headsets. With their avatars displayed on 26-foot-tall LED screens, participants solved collaborative, gamified challenges that required the help of on-site Cisco CX members. Audience members watched in real time as Cisco CX assisted participants via voice and a multi-touch interface.
The space was designed to engage guests in uncommon and unexpected ways. The LED displays turned the traditionally solo VR experience into a communal one, where challenges and successes were shared and celebrated by all. The fluid incorporation of multiple technologies—touch screens, LED walls, avatar creation, and virtual reality—demonstrated the seamlessness of Cisco CX. Most importantly, visitors were able to experience first-hand what a partnership with Cisco CX feels like. The experience then continued at our branded café, where guests workshopped individual CX solutions over craft coffee.
“Whenever you complete a task in VR, the entire space is a celebration… it’s more than just a one-to-one, it’s a one-to-many experience too.”
Dedicated to customer success
Guests left Cisco CX: Mission Possible having formed personal, emotional connections to Cisco CX; excitement at the experience gave way to overwhelming social media engagement and high-volume participation; and by-request onsite workshops garnered valuable customer insights, which informed Cisco CX strategy moving forward.
“We used behavioral psychology and an immersive experience, to deliver a message which will be really hard for them to forget.”
-Nick King, VP of Cisco CX Marketing
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