Fletcher Insulation has selected CX Lavender, one of Australia’s leading digital and CX agencies, to spearhead its push for customer experience innovation. As customer expectations shift and competition in the market intensifies, CX Lavender’s appointment marks a pivotal move to transform how the insulation leader engages with its customers.
Already a trusted name in Australia’s building industry with products such as Pink Batts and Sisalation, Fletcher Insulation is recognised for its high-performance insulation solutions. However, with customer demand shifting towards sustainability, clear communication and seamless digital service, the company is taking substantial steps to ensure it meets these new expectations.
CX Lavender, known for its work across some of Australia’s biggest brands, will leverage its expertise to innovate Fletcher Insulations customer experiences, from first touch points to post-purchase engagement. By gaining a deeper understanding of Fletcher Insulation’s diverse customer base – which includes builders, installers, retailers and HVAC manufacturers – the agency will uncover key insights that will transform how it engages both digitally and on the ground.
“We’re excited to work with Fletcher Insulation at such a critical time in its business transformation. We’re seeing a real shift in B2C equivalent CX expectations with B2B trade industries. More than ever, trades are seeking connected digital service and supplier brands that share their values, particularly around sustainability. We’re looking forward to helping Fletcher exceed those expectations,” said Adam Washington, CEO of CX Lavender.
“Our business has been on a transformational journey over the last 7 years, and we see this partnership with CX Lavender is a critical step in helping us engage with our customers in a more meaningful way. We believe CX Lavender will help us understand our customers better and help us rethink how we engage with them at every touchpoint to create a better experience,” Roger Pecnik, national marketing, technical and customer manager at Fletcher Insulation.
As the insulation industry continues to evolve, this partnership sets the stage for Fletcher Insulation to take a leadership role in customer experience innovation. First work is underway with innovation changes expected in the first half of 2025.
