Putting a face
on IT

INSIGHT

Technology can be overwhelming. Humans can make it easier. 

APPROACH 

IT&me turned an impersonal, confusing process into a true retail experience with a “genius bar” physical space in Cigna offices staffed by empathetic problem solvers that quickly became a destination, not an obstacle. Ongoing promotion of the new service via desk drops, email and intranet promotions elevated awareness and increased traffic.

The result? Fewer service calls, faster response time plus more thumbs up from customers seeking technical support.