Customer Experience Conference

Project: CX Day Customer Experience conference.

Location: Warsaw.

Client: Reequest Events for a financial sector client.

My scope of responsibility: creative concept and the big idea of the event, supervision of the event's visual identity, set design and multimedia production, supervision of the live stream and activations for the online audience, casting of hosts and CX experts, technical support, catering, subcontractor coordination, and operational supervision during setup, the event itself and teardown.

Context and challenge

A financial sector client, a leader of the Polish banking sector, entrusted us with organizing its annual Customer Experience celebration, an event tied to the global CX Day and a permanent part of the organization's internal cultural transformation. The event was meant to bring the bank's year-round activities together into one narrative and reinforce the communication of its strategic goal: staying among the institutions with the highest customer satisfaction scores.

The challenge had two levels. First, the hybrid format. On site, a group of more than a hundred finalists of internal competitions and department representatives met, while the event also had to engage thousands of employees following the live stream from different locations across Poland. Second, the expectation of a fresh idea. Previous editions, based on the format of well-known TV game shows, received high ratings from attendees, but the client deliberately ruled out repeating the proven format.

Creative concept

We made the guiding theme an idea of three elements that capture the everyday work of a financial sector employee listening to the voice of the customer: I listen → I act → I thank. The visual identity, "every step matters", ran through every touchpoint: from the key visual, through LED animations, intro and jingle, to station signage and printed materials.

Production and set design

We designed a complete production infrastructure suited to the round, open space of the venue and the requirements of a live stream.

The key elements of delivery:

- Building a central stage with a cyclorama;

- Setting up a stage sound system and zone sound reinforcement;

- Using the existing LED screen with dedicated animations: intro, jingle, loop, a dynamic customer journey map and a scoreboard with live results;

- Stage lighting with moving heads and brand-color accents, and soft directional light in the educational zones;

- A multi-camera streaming production with a video and audio mixer, integration of the broadcast with the scoreboard and second-screen activations for the online audience;

- Key visual, visual identity, printed materials, station signage, wristbands and participant badges;

- Set design, artistic styling and floral decoration;

- Preparation of the competition zone with large-format smartphone mockups;

- Catering for all guests;

- Photo coverage, video coverage and a summary film of the event.

Content program and guest service

We entrusted the hosting of the event and the role of CX experts to respected specialists of the Polish Customer Experience market: pioneers in the field, authors of methodologies and consultants to leading financial institutions.

The program was divided into a main session with a member of the management board, an expert panel, the final competition and parallel activations for the online audience.

Logistics and coordination

The most difficult operational element was synchronizing the on-site world with the online one. Every element of the competition, from the start of a round, through the display of the case, to the jury entering the points, had to reach the stage, the live stream and the viewers' second-screen app at the same time. A dozen or so subcontractors worked in parallel: the technical crew, multimedia, streaming, catering, photo and video, hosts, CX experts, the jury, hostesses, the print shop, gadget suppliers and prize partners.

The event closed on schedule, in the full planned hybrid format, with no technical downtime. The client received an event that not only closed the year of CX activities but also became a point of reference for future editions.