TBWA Sydney has bolstered its offering through the creation and new hire of a role dedicated to customer experience (CX).
Lachlan James (pictured above) has joined the company to the newly-created position of director of experience planning, working within the agency to help integrate disruptive customer experience strategy into client projects and new business.
After working in New York and London, James joins TBWA Sydney most recently from CX agency Lavender in Sydney, where he led strategy for clients such as Westpac, NBN, American Express, Telstra and Medibank.
Matt Springate, chief strategy officer at TBWA Sydney, said: “Filling this new role with someone of Lachlan’s talent is a crucial next step for us in building a truly world-class strategy team, and we’re excited to welcome him into the fold.
“As the world moves forward at pace, it’s vital that customer experiences are integrated as a core part of our planning process, and it’s something that our clients are increasingly asking for.
“With the tools we have at our disposal, including Disruption Live and our new data-insights platform, CLUE, we’re in our strongest position yet to combine culture, creativity, data and customer experience to deliver disruptive work for our clients.
“We have a lot of momentum, and with the tools that we have and the great people we have joining the team, we’re really looking forward to the next chapter.”
Commenting on his new role, James said: “With disruption at its core and its creativity and technology capabilities second to none, I truly believe TBWA Sydney is perfectly positioned to deliver brilliant CX for our clients.
“Above all else, I’m excited to be working alongside such smart and genuinely nice people.”
The world of work is changing thanks to the advent of generative AI and the new tech is helping workers perform their jobs faster and better. At the same time, however, staff have never been so stretched with mundane tasks. This fact is something that Microsoft, in particular, is aware of with a recent study […]
VOZ, the most accurate picture of Total TV viewing, enters final phase; on track to launch as currency in 2024 Virtual Australia (VOZ), Australia’s world-leading, all-screen Total TV viewing and campaign performance solution, has entered the final phase of the collaborative journey towards VOZ becoming Australia’s reporting standard and trading currency in 2024, providing the […]
Thinkerbell has been appointed as Pringles local content and earned agency after a competitive pitch process, earmarking its partnership with the launch of Shoot From The Chip. Announced as part of Pringles’ collaboration with the Sydney Kings, Shoot From The Chip is a new digital platform which brings the game alive, making every shot, from […]
NRF 2024: Retail’s Big Show Asia Pacific, is now open for online registrations for the main conference. Jointly organized by the National Retail Federation and Comexposium, Retail’s Big Show Asia Pacific will take place from 11 – 13 June, 2024 at the Sands Expo and Convention Centre in Singapore and is expected to draw thousands […]
Innocean CEO Jasmin Bedir and B&T‘s Imposter-In-Chief found themselves both fighting some pretty serious battles this week on B&T. Industry legend Bedir, famed for being the brains (and fire) behind the F*ck The Cupcakes Movement, recently turned her attention to the dangers of anonymous comments on the website of trade rags. Whilst Bedir champions constructive […]
Following a period of rapid growth, independent Icon Agency has announced the appointment of Michael Knox (lead image) as executive creative director as part of its ongoing commitment to creativity and refreshed brand positioning. In this newly created position, Knox will oversee the creative output across the whole agency. Icon’s group managing director, Joanne Painter, […]
The intersection of sustainability and attention in advertising is crucial, says PubMatic’s regional director ANZ, James Young. Eliminating ads that fail to capture consumers’ attention not only reduces wasted spending but also minimises unnecessary emissions arising from those ineffective impressions. Let’s explore some strategies advertisers can adopt to enhance digital advertising for both attention and […]
Yahoo Advertising has launched Yahoo Blueprint, a central AI suite that powers performance-based solutions within the Yahoo DSP. Fuelled by over 335 million logged in Yahoo users globally, Yahoo Blueprint enhances decisioning, makes AI more accessible, and serves as a results-driven guide throughout the campaign lifecycle to deliver better outcomes for advertisers. This new AI […]