Brands & partners
FonterraHutt City CouncilBNZANZCustomer experience consulting lead for Merkle / dentsu New Zealand: building CX consultancy capability across the network’s 275-person consultancy and its agencies.
Dentsu’s New Zealand consultancy, 275 people across multiple agency brands in one network, needed a customer experience consultancy that worked across the whole group, not just inside individual agencies.
The brief: consult, build and lead. Design the CX capability, embed it across the network’s agencies, and prove it in the market with real programmes for major brands.
Working across the network’s agencies, we built the customer experience consultancy that let dentsu New Zealand take connected CX propositions to market: strategy, experience design and delivery joined up rather than sold in pieces.
That meant leading from the front: shaping the CX offer, running the programmes, and building the ways of working that let teams from different agencies deliver as one consultancy.
The capability won work. Client wins for Fonterra, Hutt City Council, BNZ and ANZ, major New Zealand brands choosing the connected CX offer, with programmes led from the front for brands across the network.
A new consultancy offer is easy to announce and hard to make real. This one showed up where it counts: in the pitches won and the programmes shipped.
The customer experience offer, designed for the New Zealand market.
Customer journeys and connected experiences, designed across channels.
Programmes led across dentsu’s agency brands, delivered as one consultancy.
Client wins for Fonterra, Hutt City Council, BNZ and ANZ.
Major brand programmes led end to end.
Teams and ways of working that outlasted the engagement.
FonterraHutt City CouncilBNZANZ