The Core Agency launches a customer experience offering with CMO hire
Advertising agency The Core Agency has launched a customer experience service with the appointment of Rob Kain as CX director.
Kain joins the agency from Trimfit Bodies Australia where he was the chief marketing officer for almost two years.
Kain said “Extending a brand’s core idea through CX is a natural extension of how The Core Agency already works with its clients”
Speaking to Mumbrella, Kain said: “The Core Agency wanted to go into that [CX] space and they saw it as a real gap in the ad agency market, and also because they had a number of clients asking for that offering.
“It helps them to go out into the market with a different message to help them get new clients,” he said.
Discussing why he decided to move from client side to agency side, Kain said he saw “a real gap in the agency side”.
“I have always loved being in that [client] space but saw a real gap in the agency side.
“I [can] use what I had learned previously across a number of clients in a number of different categories, rather than being senior in a client side job, as you would know in client side there is a lot of admin stuff that you have to do which isn’t really what I love actually doing,” Kain said.
The Core Agency and Kain are already working on customer experience projects with Sydney Airport parking and Cook Island Tourism.
Unlocking the value of clients data bases and helping brands to connect with their core DNA is what excited Kain about the new job.
“I get excited by working across different brands and different categories.”
Jane Callister, managing director at The Core Agency, said in a statement: “There is far too much waffle and buzzword bingo in the CX space, so when we met Rob and heard his straightforward customer-first approach, it was a breath of fresh air.
“He has a proven track record of creating customer strategies and programs that deliver results. His skills live at the intersection of brands, platforms and of course the customer. He is a natural fit with our agency promise that ‘a core idea can take a brand anywhere’,” Callister said.
Kain said customer experiences division will become more popular within agencies as clients are looking to use one diverse agency increasingly more.
“Coming from client side I have always found it very difficult to work with different agencies across different parts of the marketing journey, so it would be really difficult to have to work with a brand agency and then work with a different CRM agency, and I think the less siloed clients become the less they are going to want to work with multiple agencies,” he said.
Linkedin