Verizon has a problem: Its network works too well. Which means that their top customer service agent, Alan, has a lot of downtime on his hands.
But thanks to his altruistic nature, Alan still wants to help people in any way he can.
So we brought him to life through a launch video and broadcasts where we showcased the helpful things Alan gets up to while he waits for his phone to ring.
Once his helpful nature was revealed to the public, we invited everyone to ask him whatever questions they had. Alan then took to social media to answer their questions as best he could.
He also showed up audibly. First through a takeover of Spotify’s DJ feature, training the app’s AI model for the very first time—generating expertly curated playlists along with a steady stream of shoutouts to Verizon’s award-winning network and value-driven plans. Then he showed up in traditional radio format, where he spread the good word of Verizon’s reliability.
He also came to life on print, showcasing the helpful things he’s able to accomplish as a support agent for a very reliable network.
And in OOH, Alan put his customer service skills to work where people actually need them: on digital billboards during traffic jams, at bus stops during storms, in subway stations during outages, and at airports during delays. Alan provided real-time guidance in his signature earnest, over-prepared style.
Alan’s help wasn’t restricted to just the physical world; he streamed digital adventures where he helped gamers complete their quests.
This all culminated in a case study, where we highlighted how Alan’s reality is actually a good thing because he represents one simple truth: The best network is one you never have to think about.