An Unexpected Trip That Changed Everything
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I’ve been working out of Dalian, China, supporting customers across Korea and ASEAN as a Customer Success Specialist (CSS) for the last four years.
Most of my work happened behind a screen: Webex meetings, remote deliveries, and shared documents.
In June 2024, my world shifted. My mother was diagnosed with cancer, and I needed to be in Korea to support her and attend her medical appointments. Thanks to Cisco’s flexible hybrid work policies, I could keep working while being there for my family. Thankfully, she is now in good health.
But what I thought would be a short visit turned into a career-defining moment.
For the first time, I met the Korean CSS team face-to-face. After years of Webex friendship, I wondered, “Would our digital bond hold up in person?” The answer was immediately yes — and even better.
Without a fixed agenda, I joined their daily rhythm. I attended customer visits, strategy huddles, spontaneous hallway chats, and late-night escalations.
My mentor, John Jeonghun Kim, was everywhere: Mornings at customer sites, afternoons in sales huddles, and evenings resolving issues.
What struck me wasn’t just his pace, but his presence. Being physically there made conversations faster, alignment clearer, and decisions more natural. Suddenly, I could discuss things that never fit into a Webex call. That’s when I truly understood the power of real in-person office work.
Embracing new ways to connect
Encouraged by John and my teammates Denzel and Arjun, I took a bold step beyond my remote role. I started meeting customers in person. Even while based in China, I reached out to strategic accounts for on-site engagements.
That first meeting took courage and support from my colleagues. But once I was in the room, the energy shifted.
We moved beyond scripted meetings to real conversations about use cases, challenges, and even non-technical topics. It was problem-solving and relationship-building.
After each visit, I’d return to the office to find colleagues waiting. Over coffee, we would share stories and advice. It felt less like work and more like family.
What made it even more special was when my Korean colleagues visited our Dalian office in China. Meeting in my home city, we exchanged ideas, reflected on our journey, and deepened our trust.
That visit proved real teamwork knows no borders.
Not long after, Denzel encouraged me to take it further: “Return to the customer office again.”
This time, it was Cisco Connect Korea 2025, where 2,000 customers and partners gathered to learn from Cisco experts and explore the future of our solutions. I led a live demo showcase and engaged with more customers in one day than I had in months.
People I’d only met online were now in front of me, asking questions and giving feedback.
The interest was overwhelming. The conversations were real. Nothing builds trust like being in person. After this, follow-ups multiplied: More meetings and more chances to deepen relationships, not just answer questions.
One skeptical customer I first met gradually opened up. After a year of engagement, they chose Cisco over competitors. That win was captured in a sales report with my name on it. And that moment wasn’t just a win for the customer, but a turning point for me.
What RTO really means to me
Return to office means two things: Meeting customers on-site and collaborating closely with colleagues in person. Remote work remains vital, but if you get a chance to meet a customer or share coffee with a colleague, then take it.
It might mean a longer drive, sitting in traffic, or taking the time to get properly dressed and prepare for the day. But while it can feel like extra effort, I promise you, it’s worth it.
Because when you’re there, collaborating face-to-face, you tap into a different energy. Conversations can flow, connections deepen, and opportunities emerge that you just can’t get through a screen alone.
Have you had a work experience that changed your perspective? Share your story in the comments. Let’s inspire each other to nurture learning, growth, and connection in every space.
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