Rapp hires new boss for customer experience push

roger gagnonRapp has beefed up its digital capabilities by hiring a new chief to head up the agency’s customer experience activity and design in the EMEA region.
Canadian Roger Gagnon joins as senior vice-president and head of customer experience strategy from Capco in New York and will report to Rapp UK chief executive Chris Freeland.
Prior to Capco, Gagnon worked at Critical Mass for nine years, with spells in Singapore, Canada and the UK.
At Rapp he will work across all categories and clients to assist brands to design products and services.
Freeland said, “Customer experience is fast becoming the pinnacle point for any CRM strategy, and it is essential that we have the very best talent to deliver exceptional customer solutions. Roger brings a wealth of experience, passion and intuition which will enable us to best serve our clients.”
Gagnon added: “In order to create breakthrough work, agencies need to think differently and shift the conversation away from ‘how can we help you with your digital marketing and communications’ to ‘how can we enable your organisation to deliver marketing innovation in a digital world’.”

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