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.