Driving engagement and customer connection.

A tech-centered retail refresh

With a new brand, new logo and new tagline, Cox Communications needed a new way to show up at retail. The telecom giant was looking for a customer experience that could match the new mission for the brand: bringing us closer. But with more than a hundred stores in numerous layouts and formats across service regions, the experience also had to be highly modular and scalable. Digital to the rescue.

Choose your own adventure

Taking a human-centered approach, we designed a digital-first in-store experience that meets customers where their needs are. Based on engagement zones, we crafted the experience around common user needs like changing service, demoing products, experiencing the difference between service tiers, getting a product recommendation tailored to their interests and exploring what’s possible with a home fully serviced with Cox’s TV, internet, phone and home automation solutions.

Cox Communications needed a new way to show up at retail

Through the design and development of more than a half dozen applications across a variety of technologies (Progressive Web Apps, native iOS and Android mobile apps, web VR), we helped create one unified customer experience, portable across all retail channels from in-store to door-to-door.

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most sales for a new store opening
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stores included in a multi-year rollout to Cox locations nationwide

With touch points across the customer journey all working together in harmony and leveraging shared back-end services, Cox now has a forward-looking system in place for managing and distributing content both online and off. Aligned to its brand mission and national rollout strategy, Cox was overjoyed with the new experience and the engagement it's seen at retail. Now that’s a refresh that brings us closer.