Havas CX
Havas CX is Havas North America's customer engagement and data agency, based out of Baltimore, New York, Richmond, and Chicago. We combine data, technology, strategy and creativity to deliver meaningful engagement between brands and people, across the entire length of the customer journey. We work with some of the largest, most influential and most ambitious brands, including Amazon, Fitbit, Lacoste, Loews Hotels, Liberty Mutual Insurance, and Wells Fargo.
Fitbit needed support with global lifecycle marketing initiatives to keep their brand top of mind, drive engagement, and increase sales around the world. We innovated custom processes and solutions to deliver dynamic communications seamlessly across 15 languages. Oh yeah, and with access to volumes of user data—collected by Fitbit—we craft meaningful 1:1 communications tailored to each person's unique health journey.
With so much data at their disposal, Liberty Mutual needed a way to efficiently put it into action. That's where we came in. We developed a campaign engagement database to organize, analyze, and activate Liberty Mutual's prospect data—truly enabling one-to-one communications with data-driven, personalized messaging.
To improve guest loyalty for the luxury boutique hotel chain, we executed a dynamic 360Segmentation study giving us a better view of the types of guests at Loews. We then built two predictive models that allow us to send highly personalized communications based on each guest’s next logical purchase, driving deeper brand engagement and repeat bookings.
AutoZone was looking to increase purchases and net sales, but their current, generic messaging wasn’t resonating with the audience. To fix this, we rebuilt their segmentation model to focus on emotional, rational, and skill-based variables, which allowed us to launch a fully-integrated, personalized campaign. The results? A $170MM increase in net sales.
Lacoste had a successful loyalty program in the EU and wanted to replicate it in the US. Knowing that the EU program would not resonate with the US consumer, we defined a new and highly engaging loyalty program for Lacoste’s US customers that incorporated a healthy balance of experiential feel, transactional rewards, and elements of surprise and delight.
Humana’s Medicare business was losing millions of dollars in policies to attrition. To combat this, we built predictive models to understand renewal likelihood and identify which policyholders to target with lapse prevention communications—ultimately delivering almost $200MM in incremental revenue through reduced attrition.
As the largest retailer for the Department of Defense, AAFES serves a customer base of 24.5 million active-duty military and their families. We developed a series of targeted cross-channel digital campaigns to raise awareness among veterans of their recently expanded shopping benefit, convert quality leads at scale, and drive sales.
