DigitasLBi launches new CRM hub to build customer relationships that count

London, United Kingdom

Kitcatt Nohr and Chemistry join DigitasLBi to create a powerful CRM specialism, accessible across all Publicis Groupe agencies, focused on transforming brands’ customer relationships.

Today, Publicis.Sapient announces that it is to create a new CRM hub within global marketing and technology agency, DigitasLBi. 

The best-in-class CRM and customer engagement expertise of agencies Kitcatt Nohr and Chemistry will join DigitasLBi’s marketing technology and data capabilities. 

The CRM hub will complement DigitasLBi’s capabilities in platforms, content and media and will be powered by DigitasLBi’s global, people-first behavioural model and 450-strong data practice. 

With unique expertise and proprietary research tools (such as IDIOM and R-Evolve), the DigitasLBi CRM hub will create, develop and execute CRM strategies and customer engagement programmes across multiple channels. The approach aims to transform brands’ customer relationships to drive business growth. 

It will focus on making brands count by building personal, relevant and valuable relationships between brands and people which reflects the growing need from clients to help brands connect with people emotionally, build genuine preference and create loyalty. 

Launching in April, the 85-strong CRM hub will be led by Hattie Whiting, currently Managing Director of Kitcatt Nohr. Whiting will continue to report to Michael Islip. Emma Rush, current Managing Director at Chemistry, will take on the newly-created role of Managing Director of Data Services and Transformation for Publicis UK. 

In line with Publicis Groupe’s Power of One approach, this move breaks down silos to ensure greater efficiencies and accessibility to specialisms for clients. 

There will be a satellite hub of DigitasLBi within Publicis UK to ensure a CRM and data offering continues to exist. Other Publicis Communication agencies (Saatchi & Saatchi and Leo Burnett) will also have links to the new DigitasLBi CRM hub, enabling them to offer first-class CRM to their clients. 

Michael Islip, CEO UK, DigitasLBi said:

By bringing together the creative, strategic and technology talents of Kitcatt Nohr and Chemistry, we’re setting up a CRM team that’s fighting fit for the future and with the scale to service the many brilliant brands that we work with. The team are already putting this into practice for brands like HSBC and the AA.

DigitasLBi is a modern, data-inspired agency. We fuse creativity, data, and technology to help our clients transform their business. A top-ten global marketing and technology agency, DigitasLBi is comprised of 6,000 digital and technology experts across 40 offices in 25 countries worldwide. DigitasLBi is part of Publicis.Sapient a Digital Transformation Platform purpose-built to solve for the challenges of today’s digital world — where companies seek to become fully digital businesses. Publicis.Sapient is 23,000 people strong, across 100 offices in 50 countries. For more information, visit www.publicis.sapient.com.

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