Havas Launches Customer Experience Network

Havas Launches Customer Experience Network

Havas is aware of the increasing importance of delivering customer experience solutions to customers and has created a global customer experience network called Havas CX.

Havas CX consists of 1,200 employees from 20 global agency groups and local Havas Creative agencies, including the digital transformation agency Ekino, the customer experience agency BETC FullSix and the customer loyalty agency Havas helia. Further CX specialists come from the Havas network under a common structure, governance, methodology and mission. The network includes 18 Havas villages with major hubs in London, Mumbai, New York and Paris.

The founding of Havas CX follows the acquisitions of the digital engagement specialist Langoor, the user experience agency Think Design and the consulting firm for digital transformation Gate One last year, as well as the introduction of the agency model BETC FullSix in Paris.

“Having pursued an acquisition strategy for state-of-the-art agencies in the area of ​​customer loyalty over the past few years, we believe it is right to unite our agencies under one global network brand,” said Yannick Bolloré, chairman and CEO of Havas Group in a statement. “At Havas CX, we believe we have the most comprehensive customer loyalty offering the industry has to offer. We intend to further strengthen that offering by recruiting top talent and making other world-class acquisitions.”

Global COO Yann Doussot will lead the network and will be overseen by an executive committee chaired by Chris Hirst, global CEO of Havas Creative, Mercedes Erra of BETC FullSix, Donna Murphy of Havas Health and You and Peter Mears, global CEO of Havas Media Group . A strategic committee is chaired by Hirst and includes Havas Group’s global CMO Tracey Barber, Havas North America’s global chief client officer, Stephanie Nerlich, managing partner, BETC FullSix CEO Olivier Vigneaux, Havas London CEO Xavier Rees, and Havas UK Chief Strategy Officer Mark Sinnock.

Nerlich, who took over her current role earlier this year with the departure of Havas Creative North America’s chairman and CEO Paul Marobella, stated that Havas CX worked with creative and media agencies through a number of tools designed to complement these companies from Havas will work together.

“There are very few opportunities where the order does not include a component of the broad spectrum of CX functions,” she said in a statement to Adweek. “We know brands want to partner with agencies with deep marketing expertise across the customer journey, and we believe Havas CX is that answer.”

Nerlich added that Havas, “as a single operating company,” has “excellent relationships between experience design, CRM, and data delivery,” but realized that they “could be more effective together – with customers, on new business, sharing best practices, and unlocking new ones.” . ” Doors. “

“The Havas CX network makes it easier and more seamless for us to assemble a bespoke team for any occasion, comprised of expertise in strategy, consulting, design, data, technology, activation and content,” she said.

The news follows Havas Creative North America, which hired Claire Telling as its first Chief People Officer last month, and the appointment of a DEI advisory committee in August.