Ex-Rapp chief to lead PwC customer experience drive

roger_gagnon1PwC is bolstering its attack on the agency marketing by hiring its first chief customer experience officer in a move designed to ramp up its experience strategy, design, and user experience (UX) capabilities.
The business consultancy giant has brought in former Rapp Worldwide chief Roger Gagnon to take up the role, which will be a key position in its business transformation offering.
Canadian Gagnon joins from Cognizant, where he was managing director of insight, strategy and design. Prior to that he was senior vice-president and head of customer experience strategy at Rapp, and has also had spells at Capco and Critical Mass, where he worked for nine years, in Singapore, Canada and the UK.
He has been briefed to use his previous agency and professional services experience to grow the UK’s best experience strategy, design and UX talent, alongside PwC’s existing customer and technology consulting capabilities.
Gagnon will also ensure that the newly-formed experience team works closely with a multidisciplinary group of business strategists and technologists from across the firm.
PwC digital consulting leader Colin Light said: “Many of our clients operate in complex regulatory environments, and have complex transformation needs. Our new approach to consulting – which centres on combining business, experience and technology to accelerate business transformation – will help clients move more quickly in a post-digital world where their old methods just aren’t working anymore.
“At PwC we passionately believe that digital must be embedded across all of our business rather than within a specialist ‘digital’ group. Roger is a recognised leader in his field, and he’s a hands-on practitioner who brings a wealth of strategy and experience.”
Gagnon added: “I look forward to working with some really smart people – from business and technology strategy, to tax and assurance – to build on the success that we’ve seen in the US and Asia working this way, and to create something special and different for this market and our clients.”

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