CX agency Lavender has appointed Eric Folger to the position of Head of Experience Design as it continues to build its experience and service design capabilities.
Folger was previously principal at Meld Studios and ran his own consultancy, Design*. He’s worked with companies to apply design management to the areas of strategy, customer engagement, product and service experience, business modelling and change management.
His expertise lies in the intersection of design and management, with a strong focus on strategy, usability and organisational change issues. Folger will be an integral part of Lavender’s recently launched consulting arm, Lavender Consult.
An evolved service design offering is critical to Lavender’s overall objective to deliver transformative CX for its clients. Service design will work hand-in-hand with the strategy, data, technology and creative teams.
Lavender CEO Roy Capon said, “Lavender’s aim has always been to help organisations identify what value they bring to their customers and then help them deliver on that value.
“Eric’s extensive experience in customer engagement and design management is the perfect fit for Lavender’s customer-centric approach with the purpose to deliver truly transformative CX for our clients.”
Folger added, “I am excited to be working with Roy and the team at Lavender to help clients create an environment where great things can happen. Many clients are asking ‘how do we make people care?’, but a better approach is to understand the challenges and frustrations of their customers, and sieze the opportunities that exist within that.
“I look forward to helping existing and new Lavender clients bring a rigour to the process of changing their internal culture.”
CX agency Lavender is currently looking to hire more people to boost its experience and service design capabilities.
“Some will already have CX and service design experience, others we will invest in and train to help them to deliver on our promise,” Capon added.