Cisco Connected Santa Brings Holiday Joy to Hospitalized Children Through Webex
Some holiday tales begin with reindeer and snow. This one begins with a video call.
For the past 17 years, Cisco’s Connected Santa initiative has brought festive joy to children spending Christmas in hospitals across the U.K. and Ireland. Using Webex technology, reliable connectivity, and a team of dedicated Cisco employees disguised as elves, Santa is able to meet children virtually who cannot be home for the holidays. Through a screen, moments of wonder and cheer are shared when they’re needed most.
Since its launch, Connected Santa has touched the lives of thousands of children worldwide, expanding beyond the U.K. and Ireland to locations including the United States, Canada, Switzerland, South Africa, and more. This year alone, the program reached over 300 children in 15 hospitals across the region.
Joanne Bugg, Cisco’s EMEA Partner Enablement Leader, has volunteered with Connected Santa for 13 years and now leads the initiative in the U.K.
“This is the highlight of my year and one of the clearest examples of how our technology can make a real difference,” Joanne said. “Watching children light up on screen is incredibly moving. Cisco helps us give them a moment of happiness during an otherwise challenging time.”
Making the magic happen
While the experience may appear effortless, each visit relies on careful planning and collaboration among dozens of volunteers across multiple locations.
Preparation begins in October, when Joanne reaches out to Cisco Account Managers working with healthcare organizations to gauge interest. Participating hospitals—already Cisco customers—connect their IT teams with Cisco volunteers, who help test connectivity, install Webex equipment in play areas, and fine-tune audio and lighting.
“We’ll ask things like, ‘Can you hear the bells clearly?’” Joanne explained. “If not, our Solution Engineers jump in to help. Ironically, this is one of the few times we actually want to turn off Webex’s noise-cancelling features!”
On the day of the visit, children are escorted to hospital playrooms by staff and Cisco volunteers dressed as elves. Along the way, elves gather key details—such as names, ages, and Christmas wishes—and send them via Webex chat to Santa’s grotto, located at Cisco’s Bedfont Lakes office.
Inside the grotto, volunteer Santas and elves rotate throughout the day. With Webex devices, a second screen displaying each child’s details, and a festive set complete with a chair, tree, and fireplace, the setup creates a truly immersive experience.
When each child appears on screen, Santa is ready with personal touches: “How’s your dog, Toby?” or “I hear you’ve been very kind this year, Mia!” or “An elf told me you’re hoping for LEGO!”
For children unable to leave their rooms, Santa goes mobile. Volunteers use an iPad and trolley to bring the virtual visit bedside, while an in-person elf delivers gifts.
A little help from AI at the North Pole
As technology evolves, Connected Santa continues to innovate.
This year, Sebastian Hughes, an Engineering Technical Leader and long-time volunteer, identified ways AI could improve the experience. Occasionally, unexpected challenges—children arriving out of order or details not reaching Santa in time—made personalization more difficult.
Sebastian created an AI-powered template that streamlines how information moves from Webex chat to Santa’s screen. Volunteers can now quickly organize details, manage queues, and discreetly message Santa. (The most frequent note? “Keep going—more children are waiting!”)
More than technology
While the program relies on digital tools, its true impact lies in human connection.
Across the U.K. and Ireland this year, 95 Cisco volunteers dressed as elves, delivered over 1,000 gifts, and used their Time2Give hours to spread holiday cheer to children spending Christmas in hospitals.
Webex may provide the connection, but it’s the people behind the screens—volunteers in red and green—who bring the magic to life.
One moment in particular has stayed with Joanne. Standing beside Santa in the grotto, she saw a child in a wheelchair appear on screen.
“She was non-verbal and had limited movement, but she was holding tightly to Mrs. Claus’s hand,” Joanne recalled. “When Santa said her name, her whole face lit up.”
For Joanne, that moment captures the heart of Connected Santa—and the true spirit of Cisco.
For the past 17 years, Cisco’s Connected Santa initiative has brought festive joy to children spending Christmas in hospitals across the U.K. and Ireland. Using Webex technology, reliable connectivity, and a team of dedicated Cisco employees disguised as elves, Santa is able to meet children virtually who cannot be home for the holidays. Through a screen, moments of wonder and cheer are shared when they’re needed most.
Since its launch, Connected Santa has touched the lives of thousands of children worldwide, expanding beyond the U.K. and Ireland to locations including the United States, Canada, Switzerland, South Africa, and more. This year alone, the program reached over 300 children in 15 hospitals across the region.
Joanne Bugg, Cisco’s EMEA Partner Enablement Leader, has volunteered with Connected Santa for 13 years and now leads the initiative in the U.K.
“This is the highlight of my year and one of the clearest examples of how our technology can make a real difference,” Joanne said. “Watching children light up on screen is incredibly moving. Cisco helps us give them a moment of happiness during an otherwise challenging time.”
Making the magic happen
While the experience may appear effortless, each visit relies on careful planning and collaboration among dozens of volunteers across multiple locations.
Preparation begins in October, when Joanne reaches out to Cisco Account Managers working with healthcare organizations to gauge interest. Participating hospitals—already Cisco customers—connect their IT teams with Cisco volunteers, who help test connectivity, install Webex equipment in play areas, and fine-tune audio and lighting.
“We’ll ask things like, ‘Can you hear the bells clearly?’” Joanne explained. “If not, our Solution Engineers jump in to help. Ironically, this is one of the few times we actually want to turn off Webex’s noise-cancelling features!”
On the day of the visit, children are escorted to hospital playrooms by staff and Cisco volunteers dressed as elves. Along the way, elves gather key details—such as names, ages, and Christmas wishes—and send them via Webex chat to Santa’s grotto, located at Cisco’s Bedfont Lakes office.
Inside the grotto, volunteer Santas and elves rotate throughout the day. With Webex devices, a second screen displaying each child’s details, and a festive set complete with a chair, tree, and fireplace, the setup creates a truly immersive experience.
When each child appears on screen, Santa is ready with personal touches: “How’s your dog, Toby?” or “I hear you’ve been very kind this year, Mia!” or “An elf told me you’re hoping for LEGO!”
For children unable to leave their rooms, Santa goes mobile. Volunteers use an iPad and trolley to bring the virtual visit bedside, while an in-person elf delivers gifts.
A little help from AI at the North Pole
As technology evolves, Connected Santa continues to innovate.
This year, Sebastian Hughes, an Engineering Technical Leader and long-time volunteer, identified ways AI could improve the experience. Occasionally, unexpected challenges—children arriving out of order or details not reaching Santa in time—made personalization more difficult.
Sebastian created an AI-powered template that streamlines how information moves from Webex chat to Santa’s screen. Volunteers can now quickly organize details, manage queues, and discreetly message Santa. (The most frequent note? “Keep going—more children are waiting!”)
More than technology
While the program relies on digital tools, its true impact lies in human connection.
Across the U.K. and Ireland this year, 95 Cisco volunteers dressed as elves, delivered over 1,000 gifts, and used their Time2Give hours to spread holiday cheer to children spending Christmas in hospitals.
Webex may provide the connection, but it’s the people behind the screens—volunteers in red and green—who bring the magic to life.
One moment in particular has stayed with Joanne. Standing beside Santa in the grotto, she saw a child in a wheelchair appear on screen.
“She was non-verbal and had limited movement, but she was holding tightly to Mrs. Claus’s hand,” Joanne recalled. “When Santa said her name, her whole face lit up.”
For Joanne, that moment captures the heart of Connected Santa—and the true spirit of Cisco.
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