The Challenge

• Alaska Airlines had earned seven consecutive J.D. Power awards, but momentum was slipping—they needed to energize and align their team to stay on top

• Opus Agency was brought in to help reinvigorate the frontline team and create an immersive experience that reconnected employees to purpose

• Educate 8,000+ customer-facing employees on a new internal initiative

• Deliver an engaging, consistent 2-day training experience—repeated over eight months

• Align multiple partners while moving fast to meet a tight build-and-launch timeline

The Approach

• Partnered with Alaska Air Group and Disney University to concept and deliver an immersive training event

• Designed and built a custom brand environment

• Delivered a wide range of print and digital materials to support the full participant journey

• Led creative direction, presented concepts and worked closely with client stakeholders, and provided on-site troubleshooting to ensure flawless execution

The Result

• Successfully trained all customer-facing employees across the U.S. through a high-impact experience

• Reinforced employee pride and program adoption through storytelling and experiential design

• Helped Alaska Airlines earn their 8th J.D. Power award for customer satisfaction following program rollout