One Film. Two Grand Prix. Twelve Golds.
Media Zoo's powerful film about vulnerable customers claimed the Grand Prix at the New York Film Awards, triumphing over hit series 'Peaky Blinders' in a stunning industry upset.
What began as a brief for a 30-minute eLearning module transformed into an emotionally charged film that has garnered international acclaim, including six Gold awards at Cannes and six at the New York Film Awards.
"During our discovery phase, we heard a phone call that stopped us all in our tracks," recalls Media Zoo's Strategy Director. "Listening to that 11-minute recording of a stroke survivor trying to pay his bills, being repeatedly blocked by security protocols - it was heartbreaking. I remember saying to the client, 'Just let people listen to this call - anyone who listens will instantly want to be part of the solution."
The client's vision for new learning content led to an even more impactful approach. The resulting film reconstructs the customer's journey, following them from hospital rehabilitation to isolated days at home, capturing the mounting frustration of unpaid bills and unsuccessful attempts to access their account as the orignal call provides the heartbreaking jeopardy.
"We wanted to show the human cost of rigid processes," says the film's director. "Every frame was carefully crafted to help colleagues understand the real impact of their decisions on vulnerable customers' lives."
The film forms the cornerstone of a broader cultural change programme, supported by innovative elements including 'Gogglebox-style' recordings of colleague reactions and facilitated discussions. Since its launch, it has become a catalyst for service improvement initiatives across the organisation.
"What makes this win particularly special is that we weren't trying to create award-winning content," notes Media Zoo's CEO. "We were trying to create lasting change. The fact that it's been recognised alongside major entertainment productions shows the power of authentic storytelling in business communications."
The campaign has already driven significant improvements in vulnerable customer service metrics and continues to be used as a benchmark for empathy-led customer service training across the financial sector.