CGS Immersive, Inc. (a CGS company) is an innovation lab and training transformation engine dedicated to pioneering leading-edge Extended Reality (XR) training solutions for businesses worldwide. Pulse 2.0 interviewed CGS Immersive President Doug Stephen to learn more about the company and the recent debut of its new immersive roleplay platform, Cicero.
Doug Stephen’s Background
What is Doug Stephen’s background? Stephen shared:
“I’ve combined a lifelong passion for technology, storytelling, and workforce transformation into a career that bridges innovation with real-world impact. Over the past two decades, I’ve led global teams, scaled digital businesses, and built award-winning learning solutions for some of the world’s most respected brands.”
“My background spans enterprise learning, AI, and customer experience – sectors where human capability and technology intersect. I’ve always been driven by the belief that when you invest in people, you unlock performance. That belief fuels my work today at CGS Immersive, where we’re creating AI-powered tools like Cicero to help companies build smarter, more emotionally intelligent workforces.”
“Whether it’s leading strategy, driving innovation, or working side-by-side with clients to solve their toughest challenges, I’m motivated by one core idea: the future of learning must be as dynamic as the future of work.”
“I’m responsible for the overall P&L and strategic direction of CGS Immersive. But beyond the business leadership, I’m fortunate to collaborate closely with a team of incredibly talented innovators — our “imagineers” — to shape the future of immersive learning. Together, we’re building the next generation of tools designed to empower our customers and redefine how the workforce learns, leads, and grows.”
Cicero Development
What inspired the development of Cicero, and what problem does it aim to solve in today’s workforce? Stephen noted:
“Cicero was born from a deep understanding of a growing disconnect in today’s workplace: while technical skills are increasingly easy to teach and test, soft skills — like empathy, communication, and situational judgment — remain notoriously hard to develop at scale.”
“The vision for Cicero emerged from decades of work in workforce transformation, where we repeatedly saw that even the best-run companies struggle to equip employees with the real-world readiness they need to navigate complex human interactions.”
“Cicero was created to close this gap. We were inspired by the classical tradition of rhetoric and persuasive dialogue — hence the name Cicero — and reimagined it for the modern workforce using AI and immersive roleplay. The goal is simple but ambitious: build more confident, capable, and emotionally intelligent employees—one realistic conversation at a time.”
Utilizing AI To Help Employees Build Skills
How does Cicero use AI and immersive roleplay to help employees build soft skills more effectively than traditional training? Stephen noted:
“Cicero harnesses advanced conversational AI and natural language processing to simulate lifelike business conversations that adapt in real time. Whether an employee is handling a sales objection, resolving a customer issue, or coaching a team member, Cicero responds with contextual nuance and emotional intelligence — making every interaction feel real and relevant.”
“Unlike static e-learning or video-based modules, Cicero immerses learners in the moment– emotionally and cognitively. It’s not just theory; it’s practice. This creates a psychologically safe, repeatable environment where employees can try, fail, reflect, and improve… without fear of judgment. Every scenario becomes a coaching opportunity, with personalized, AI-driven feedback at scale.”
“Cicero also gives organizations complete creative and analytical control. Companies can build tailored scenarios in minutes, not weeks, and design realistic personas that range from supportive to highly challenging, depending on the desired learning objective. Evaluation metrics are fully customizable, allowing organizations to measure what matters most to them — whether it’s confidence, empathy, decision-making, or behavioral change.”
Feedback on Cicero to Date
What feedback have you received from early adopters of Cicero, and how are companies measuring its impact? Stephen pointed out:
“The response from early adopters has been overwhelmingly positive. Leaders praise Cicero for being both scalable and human-centered, a rare combination in the learning tech space. Users describe the experience as ‘surprisingly real,’ ‘eye-opening,’ and “more engaging than any soft skills training I’ve done before.’”
“Companies are measuring impact through a mix of qualitative and quantitative metrics: increased role readiness, faster onboarding, improved customer satisfaction scores, and enhanced manager feedback. Some clients are also using pre/post roleplay assessments to track skill progression over time, while others integrate Cicero scenarios into certification or promotion pathways.”
“One of our call center clients experienced a 32% in increase in Sales upgrade. As well the number of ‘offers’ from their employees to the clients increased from 62% to 97%.”
Thoughts About Soft Skills Becoming Workforce Priorities
In your view, why are soft skills becoming one of the most urgent workforce priorities? Why is immersive tech uniquely suited to address it? Stephen concluded:
“We’re in an era where AI and automation are reshaping what humans need to be great at—and it’s no longer about memorizing knowledge but applying wisdom. Soft skills are the new power skills: the differentiators in leadership, collaboration, sales, and service. They affect everything from employee engagement to business outcomes.”
“But here’s the challenge: you can’t learn empathy from a slide deck. Soft skills are embodied, relational, and experiential. That’s why immersive technology is such a game-changer. It creates the emotional friction and social realism needed for real behavioral change — without real-world risk. When you step into someone else’s shoes and feel the pressure of a tough conversation, learning sticks in a way that passive methods can’t replicate.”
