VCCP’s dedicated customer experience arm, VCCP CX, has appointed its first ever chief executive as part of a double hire, which the agency insists represents a major step-change and significant investment.
Scott Ewings becomes CEO and Josette James joins as client partner; both come directly from agencies in the WPP network.
Reporting to VCCP Partnership chief executive Michael Sudgen, they will join the existing management team which includes chief design officer Jonny Goodall and chief experience officer Adrian Gans. Ed Hornby, who was appointed managing director in 2019, retains his leadership role.
Ewings will now oversee the department’s 130-strong customer experience capability and will work closely with James, who also joins the senior leadership team.
As well as taking the agency’s proposition to market, the duo are also tasked with driving further integration across the rest of the VCCP Partnership, enabling existing clients to tap into CX at scale and with innovation at its core.
VCCP Me, which was previously Stephens Francis Whitson, was folded in VCCP CX in 2019. The agency runs the pan-European CRM account for Canon and has also been O2’s Experience Design agency of record since 2016, working on everything from ecommerce, digital transformation to voice, AI and innovation.
Earlier this year, VCCP CX was also appointed as brand experience agency of record for Reckitt and was placed on the BBC’s digital agency roster.
Ewings started his career as a designer before leading CX agencies Fjord, Ustwo and Potato (part of AKQA/WPP) in the UK, helping to establish them all as digital product studios, as well as working client-side as an experience strategy leader with Vodafone in Australia.
James was previously global client partner and head of account management at Wunderman Thompson and prior to that, worked at agencies including Merkle Consulting as EMEA SVP, Psona as managing director and TMW Unlimited, as well as spending eight years at Wunderman where she rose to the role of chief client officer.
At VCCP, James will oversee key relationships with clients including Canon, Kia, Domino’s, Reckitts and Abbotts.
Commenting on the new hires, Michael Sugden said: “The arrival of Scott and Josette seriously enhances VCCP CX’s already strong customer experience offering. They are world class practitioners in their fields and good people to boot. We’re lucky to have them.”
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