Challenge:

Every year, The Home Depot's Customer Solutions team handles over 22 million customer interactions—22 million moments where someone reaches out for help, guidance, or support. Behind each call and chat is a story: a customer trying to complete a project, solve a problem, or bring their vision to life.

Home Depot's Customer Solutions leadership team needed to move beyond metrics and data to capture these human stories that define exceptional service. With their July 2025 Leadership Conference approaching, they wanted to highlight the relationship between their frontline associates and the customers they serve—revealing the emotional intelligence, problem-solving skills, and genuine commitment that drives outstanding customer experiences. The challenge was multifaceted: creating authentic content that would resonate with busy executives while honoring real voices from both sides of the customer service conversation.