GOOGLE X
ENGAGE @ CES
A story of ENGAGE working the 2020 CES convention in Las Vegas, Nevada
topic outline
what we did
how we did it
what we learned
how we’ve changed
what we did
The Event: CES
CES is one of the biggest and busiest in the event world.
The Location: The Wynn Hotel
Award winning resort with a 555,000 sq ft casino, convention center and retail space
The Client: Google
Partnered with Google to recruit 20 brand ambassadors to guide and host Google's most important C level partners and clients.
The Staff
20 Engagers hired as wayfinders and hosts. Given a few months notice we were able to book 20 of our absolute best!
how we did it
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Strategized Engager placement so attendees were greeted with a smile and wayfinder at every entrance
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Used anchor Engagers to handle client flow/expectations
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Delegated leadership to manage casino floor and client meeting suites
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Used live notes to manage break schedule
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Facilitated discussion on staff experience and personal growth to build strong team comaraderie and trust
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Utilized leads to check in with Engagers every hour to keep up energy and bring snacks/water throughout day
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Developed on the fly strategy using WhatsApp to create a check in process for partners waiting for meetings
what we learned
Here’s where we excelled: Our greatest success was the noticeable shift of our staff recognizing our internal team as ENGAGE vs Cassie’s agency. We created space for Engagers to share things they were working on in their personal lives, things that make them feel cared for as staff, and things we can improve on as an agency. We really saw this shine in our pre-event and post-event talks.
Here’s what we learned: We realized through feedback that although everyone felt they got fair breaks, at times it got a little confusing due to multiple lines of communication. We addressed this by creating more clearly defined roles and paths of communication around breaks.
how we’ve changed
role breakdown
We've created a document outlining roles and responsibilities on the floor so you can understand our strategy for success!
growing leadership
Through our clearly defined roles, we offer a clear path of upward mobility, retaining and investing in stand out staff
culture
Staff gave positive team feedback through our WhatsApp group affirming a culture of teamwork and support
client update
All the information on “what we learned” was shared with the client in a post event recap. We want to show how we will be even better when you re-book!