Our story actually begins with a pandemic that changes the world… During that time, I was invited to create a new way of connecting the people still working at the contact center of Disneyland Paris. Even from home, everyone needed to continue working as a team and believe in our product.
Science shows that employee engagement is the main engine to make any company thrive. In order to keep that engine going, we need to celebrate, acknowledge and inspire our people.
They are the fuel to that engine.
The following shows the highlights of a two-year transformation journey at the contact center.
They are the fuel to that engine.
The following shows the highlights of a two-year transformation journey at the contact center.
CHAPTER 1
THE WALL OF FAME
The Wall of Fame was the first action of this engagement plan: working as a year book for the Cast Members working at the contact center. With so many new arrivals and everybody working from home, it was very difficult to keep up with the new faces.
And the old ones too, for that matter.
CHAPTER 2
THE INNOVATHON
Now that people were starting to know one another, the time had finally come for them to collaborate and create something meaningful that would resonate with them all.
Disneyland Paris had never hosted a hackathon before, but that was about to change. The event, named INNOVATHON, was set to be a game-changer, promising to deliver a unique experience that would blend work and play in a way that had never been seen before.
The teams were given a thought-provoking theme, with the aim of developing innovative solutions that could transform both their professional and personal lives.
With the clock ticking, the participants worked tirelessly, fueled by their shared passion for success.
As the judging panel deliberated, the atmosphere was electric, and everyone held their breath in anticipation. A new virtual break-room had been born, bringing together the dreams, talents, and ideas of each participant.
CHAPTER 3
THE TRANSFORMATION
And the transformation continued… The call center turned into an omnichannel contact center, and everyone was invited to join the action. It all started with the elimination of outdated apps, some of which were so bad that Cast Members wanted to witness their demise. Hilarious comics were created to document the process, and it showed it all with just a hint of absurdity.
CHAPTER 4
THE REOPENING &
THE GRAND OPENING
THE GRAND OPENING
And then... the world had changed and was safer, so Disneyland Paris could reopen! The Contact Center wanted to show all its colleagues that it was ready for it!
Right after, the Grand Opening of Disney’s Hotel New York - The Art of Marvel was an incredible milestone at the destination. Does anyone have questions? The Contact Center has answers.
CHAPTER 5
THE REBRANDING
The most complex, inclusive and fun team building of all, was the one that started with the need of rebranding the contact center. It was a magnificent display of teamwork and creativity, and those were moments that would be remembered for years to come.
As no transformation would be complete without a new name and claim, and we knew that this was a challenge that required the full attention of our management team. With great determination, we geared them up to tackle this exciting endeavor head-on.
After being renamed and repositioned, the newly named Client Relation Center needed a visual identity that reflected its vision, values, and renewed spirit. Work sessions gathered talent from all the contact center, to achieve a look loved by all.
Transformations are never easy, but the sense of accomplishment at the end makes it all worth it. The final step of this transformation was no exception, as the team knew they had to present the fruits of their labor in a way that was engaging and memorable.
We decided to lean into the comics theme of the speech bubble logo, and go all out with a "POP ART" inspired organizational chart. Each member of the management team was hand-drawn, with vibrant colors and bold lines that jumped off the page. The end result was a work of art that perfectly represented the new life of the Client Relation Center.
We sent out a mailing to all the major recipients. To our delight, the response was overwhelming. For the first time ever, we received feedback praising the creativity and effectiveness of the new organizational chart.
Looking back on the journey, we know that this final step is the icing on the cake - the perfect end to a transformation well done.
CHAPTER 6
THE TOWN HALL
Imagine stepping into a colorful world where pop art meets community engagement. That's exactly what the Town Hall film offers as it showcases some of the steps and challenges of recent months. With a playful and engaging approach, you'll get a glimpse of the films, events, and actions led by the one and only me. So buckle up and get ready to join the fun!CHAPTER 7
LIVE EVENTS - THE RETURN
Get ready to put on your superhero cape because the live events have made a triumphant return! After over a year of virtual meetings and working from home, the Client Relation Center reunited for a night of unforgettable fun. From exhilarating games to heroic feats, it was a night to sit back, relax, and bask in the glory of togetherness.
This was also the night I bid my fond farewell with a proud « au revoir Disneyland Paris ! » - what a ride it has been!
