Havas launches Havas CX
Havas Switzerland launches Havas CX. The customer experience service offering provides companies with a wide range of customer experience services.
In the past year, consumers' habits have changed permanently. This is reflected, for example, in the fact that products are increasingly being purchased online. This change in behavior has put traditional business models under considerable pressure and led to brands having to fundamentally redefine how they interact with their customers. While 80 percent of companies believe that they are relevant to their customers, only just 8 percent of consumers agree with this self-image.
To address this trend, Havas Group has launched Havas CX. The service offering is an international network dedicated to creating value for brands across the entire customer lifecycle. The strategy model assesses customer satisfaction at all stages of the customer journey based on four criteria:
- Brand: What impact do branded products have on customer experience perceptions?
- Relationship: how do face-to-face interactions affect overall perceptions?
- Purchase: To what extent do the purchase process and transaction impact the overall experience?
- Service/product: How does overall customer satisfaction with the service/product and price affect perceptions of the experience?
Within this framework, Havas supports its customers with its media and communication capabilities in three service areas:
- Transformation: The company is helped to put the customer at the center.
- Design: Build a meaningful and enriching experience at every touchpoint of the customer journey.
- Engagement: Orchestrating all customer interactions across all channels to increase brand engagement in the process.
