Delta Air lines

Customer Experience Conference

Objective

To develop a a top-to-bottom event experience that is designed to be exciting, fun, and memorable for Delta employees; to inspire them to continue in Delta's rich history of customer service, but also find new ways to reach an ever-changing customer base.

Strategy

Taking C.E. Woolman's original idea of service and hospitality from the heart and "placing yourself on the other side of the counter", we focused all of our thoughts and energy on inspiring the attendee to see things from all sides when they interact with customers. Every element from invitation all the way through the experience was designed to inspire attendees to consider their customers origin and navigate them to the best destination. From branding to stage design, we aimed thoughtfully craft a holistic event experience that is impacting and unforgettable.

Solution

As excitement about the event grew it became apparent that this would not be a 1x event like initially planned, so we needed to name this event. To create an identity that was not only recognizable but flexible enough to support various future themes, locations and treatments. Our solution: CX5 - This name immediately resonated with our audience as "CX" is a long-time internal abbreviation for "Customer Experience" and "5" was the goal...to achieve a 5 net promoter score. This goal was not only on an organizational goal but also on an individual level and thus relatable to all attendees.

What began as a simple creative consulting project led to the amazing opportunity to fully execute on the entire attendee experience.