Host/Havas has appointed Charles Rallings to the newly created role of managing director of Host/Havas CX.
The move follows a raft of creative and CX account wins, with new and existing clients increasingly seeking to leverage their investments in digital, data and martech solutions to drive customer experience
Rallings will lead the dedicated Host/Havas CX team in Australia and leverage the strength and experience of the global Havas CX network.
Host/Havas CX clients in Australia will also gain access to the X index, Havas Group’s proprietary barometer for measuring and managing customer experience.
Rallings joins from 303 MullenLowe, where he spent five years leading the CX offering as director of digital and customer experience. His experience also includes five years as MD of Tribal DDB and three as DDB Group’s chief operating officer.
Host/Havas CEO Laura Aldington said: “Charles’ deep expertise in CX and his proven capability consulting to solve business problems and leverage digital technology to drive growth makes him an invaluable asset for our business and our clients.
“We’re thrilled to have Charles on board as we take our offering to the next level to deliver on our clients’ growing CX ambitions.”
Rallings said: “World-class customer experience is the new battleground for brand success in a world where 75% of brands could disappear overnight and most people wouldn’t notice or care.
“The opportunity for Host/Havas CX as a CX specialist within a creative agency village is to harness the investments made by brands in martech stacks, creating experiences and touchpoints for customers that truly deliver on a brand’s promise, in a way that’s relevant to them.
“The second great opportunity is in utilising data to inform those experiences. The challenge has become using the data to deliver business insights for more dynamic decision making and that’s what we are focusing on.”
Host/Havas’ CX offering includes data capture and analysis, experience design, CRM design and implementation and omnichannel content creation.
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