RAPP Appoints Roger Gagnon to Head of Customer Experience and Strategy

RAPP has appointed Roger Gagnon to lead Customer Experience Strategy and Experience Design in the EMEA.

Reporting directly into RAPP’s CEO UK 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, U.S. and Canada, working with global brands. More recently, Gagnon was General Manager, Asia Pacific for Critical Mass, heading operations 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 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.”

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 the company’s focus on the entire customer experience makes this the place I want to be.”