Lavender rebrands as CX agency in attempt to take advantage of increasing customer focus

Screen Shot 2015-09-04 at 9.40.15 amIndependent agency Lavender is switching its focus from direct and digital to being a customer experience agency as it looks to become more of a business adviser to clients.

The agency, run by founder Will Lavender, said the move would reinforce its focus on a customer first approach and reflect its various offerings in data, creative and technology.

“Ten to 15 years ago, boards were asking what their brand’s CRM strategy was,” said Lavender in a statement. “Soon they’ll be asking about CX. And, there’s a big difference.

“While CRM was about ‘push’ messages that brands wanted to tell people, CX is about recognising customers’ desires and delivering value in an appealing way.

“In the CX world, that simple thought of doing something in one place and it being recognised in another, is now achievable for the customer-centric marketer.

“We vowed we’d deliver this capability and ten years on we are.”

Lavender’s clients include Westpac Banking Group, Telstra and American Express.

Nic Christensen


Get the latest media and marketing industry news (and views) direct to your inbox.

Sign up to the free Mumbrella newsletter now.



Sign up to our free daily update to get the latest in media and marketing.