Havas Launches Customer Experience Network

Recognizing the increased importance of providing customer experience solutions to clients, Havas has launched a global customer experience network called Havas CX. Havas CX is comprised of 1,200 employees from 20 of Havas Creative's global agency groups and local agencies, including digital transformation agency Ekino, customer experience agency BETC FullSix and customer engagement agency Havas helia. Additional CX specialists come from the Havas network under one common structure, governance, methodology and mission. The network spans 18 Havas Villages, with key hubs in London, Mumbai, New York and Paris. The establishment of Havas CX follows last year's acquisitions of digital engagement specialists Langoor, user experience agency Think Design and digital transformation consultancy Gate One, as well as the launch of the BETC FullSix agency model in Paris. "Having pursued an acquisition strategy of cutting-edge agencies in the customer engagement space over recent years, we feel the time is right to unify our agencies under one joined-up, global network brand," Havas Group chairman and CEO Yannick Bolloré said in a statement. "In Havas CX, we believe we have the most comprehensive customer engagement proposition the industry has to offer—and it’s one we intend to continue to strengthen by hiring top talent and making further best-in-class acquisitions." Global COO Yann Doussot will lead the network and it will overseen by an executive committee chaired by Havas Creative global CEO Chris Hirst, BETC FullSix chair Mercedes Erra, Havas Health and You global CEO Donna Murphy and Havas Media Group global CEO Peter Mears. A strategic committee is chaired by Hirst and includes Havas Group global CMO Tracey Barber, Havas North America global chief client officer, executive managing partner Stephanie Nerlich, BETC FullSix CEO Olivier Vigneaux, Havas London CEO Xavier Rees and Havas U.K. chief strategy officer Mark Sinnock. Nerlich, who took on her current role earlier this year with the departure of Havas Creative North America chairman and CEO Paul Marobella, explained that Havas CX would work collaboratively with Havas' creative and media agencies through a suite of tools designed to compliment those entities. "There are very few opportunities where the brief does not include some component of the wide spectrum of CX capability," she said in a statement to Adweek. "We know brands desire to work with agencies that have deep marketing expertise across the entire customer journey, and we believe Havas CX is that answer." Nerlich added that "as individual operating companies," Havas has "excellent relationships across experience design, CRM and data delivery," but realized that they could "be more effective together—with clients, at new business, at sharing best practices and unlocking new doors." "Through the Havas CX network, we’ll be able to create a bespoke team for each opportunity more easily and seamlessly, consisting of expertise across strategy, consulting, design, data, technology, activation and content," she said. The news follows Havas Creative North America hiring Claire Telling as its first chief people officer last month, as well as the appointment of a DEI advisory committee in August.

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Havas Launches Customer Experience Network

It will span within 18 of the company's villages and have hubs in cities such as New York and Paris

Erik Oster

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Erik Oster