RAPP has appointed Roger Gagnon to lead Customer Experience Strategy, and Experience Design in the EMEA.
Reporting directly into RAPP’s CEO, Chris Freeland, Gagnon will be responsible for developing omni-channel customer experience strategies and designing breakthrough digital experiences across all categories and clients. Through RAPP’s lens of Core Dialog, Gagnon will also be tasked with expanding RAPP’s Service Design capabilities with an eye for helping leading UK brands design more human and intuitive products and services.
Prior to joining RAPP, Gagnon spent a number of years at Critical Mass where he led Strategy and UX teams in the UK, US and Canada working with global brands such as Citibank, Panasonic, Diageo, and Coles. More recently Gagnon was General Manager, Critical Mass Asia Pacific where he headed up the operation from Singapore. He joins RAPP from Capco/Bold Rocket – a UK-based innovation consultancy – where he was Head of Studio for the firm’s New-York operation.
Chris Freeland, RAPP CEO UK said “Customer experience is fast becoming the pinnacle point for any CRM strategy, and for an agency where both lie at the very heart of what we do, it is essential we have the very best talent to ensure we deliver exceptional customer solutions. Roger brings with him a wealth of experience, passion and intuition which will enable us to do just that”.
Roger Gagnon said “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’. RAPP’s Core Dialog is a testament to this, and its focus on the entire customer experience is the reason I want to be part of it.”