FINDING TRUE NORTH
From humble beginnings as a direct marketing agency in 1997 to becoming a fully-fledged CX agency with 75 people, and new in-house and tech offerings on the table, the team at CX Lavender has remained driven by two forces: the customer and collaboration.
While only re-positioning itself as a CX agency in 2015, CX Lavender has had the customer in focus from day dot. Putting the customer first may sound like another agency cliché but for co-founder and CEO Will Lavender and his team, it really does influence every iota of what they do.
This customer-first approach, Lavender says, has led to a unique business model that doesn’t follow in the footsteps of traditional agency set-ups. This is one factor he attributes to CX Lavender’s longevity.
“The central philosophy of the agency is that the customer is our true north,” Lavender says.
“What we’ve done successfully for the past 22 years is – without stifling creativity but actually working in a different way – we’ve held this line.
“To be customer-centric means that you’ve got to continually pull yourself into understanding what the customers feel, and that’s what we do here. It is different, it does lead to a slightly different culture.”
He explains that this model sees CX Lavender sitting somewhere between an agency and consultancy, with a culture driven
