After investing over $12M in the development and maintenance of the Carrier Customer Experience Center, the COVID-19 pandemic reduced annual visitors from 15,000+ to roughly 300 in 2020. To maintain customer engagement and sales momentum, I pivoted the CX strategy by creating a series of nine executive-led video vignettes highlighting key initiatives aligned with corporate goals.

Although the physical center remained closed for nearly 18 months, these videos enabled executives and sales teams to continue leveraging the CX environment to drive sales conversations and customer relationships — without compromising health or safety.