Customer Experience

Experiences Worth Talking About

We help our clients build, launch and iterate dynamic brand experiences that breakthrough and stand out.

  • Every customer journey tightly locked with brand purpose and promise.
  • Every touchpoint in a continuous improvement loop.
  • Every interaction driven by fully integrated data & insight.
  • Every product and service designed to achieve maximum positive impact.

We believe brands should stand for something, and deliver meaning and impact to their customers. Too often there is a separation of brand, business and experience, and we exist to challenge that with progressive brands everywhere, launching experiences that connect, cut through, and constantly adapt.

“Activate, Invent, Supercharge”

Activate

We help brands cut-through and stand out, driving engagement and purpose using human-centred design thinking combined with cutting-edge engineering.

Invent

We imagine, make and grow breakthrough products and services that manifest brand purpose and create value for your customers and your business.

Supercharge

Our strategy, design, data and tech people perfectly blended with your in-house teams to deliver exceptional, omni-channel CRM and CXM for every customer journey.

“Wake up, Breakthrough, Repeat”

There’s a set of core principles that drive everything we do.

Design Thinking icon
Design Thinking
Brand purpose built into the design of every interaction. Rapid breakthrough approaches to minimise risk and break down challenges.
Blended Teams icon
Blended Teams
The best of you, the best of us, working together as one.
Iterative delivery icon
Iterative delivery
Design, Validate, Iterate, Launch, Iterate...
See more work

What we do

New Products & Services

We continuously work to improve our clients’ customer experience through innovation. Our lean and agile human-centered process takes ideas from post-it note to prototype and all the way through to high-performing digital products.

Customer Engagement & CRM

We develop customer strategies and implement CRM campaigns across both outbound and inbound channels using data science and marketing automation technologies to ensure we make the right connection with each customer at every moment of interaction.

Software Development

Our technology and engineering teams develop software to power interactive experiences in any channel. We are platform agnostic but have architecture, front-end and back-end capabilities with expertise in Adobe, Sitecore and Kentico.

Experience & Interaction Design

We plan, design and build websites, apps and services to be human-centred, frictionless and lovable experiences that drive business performance and bring brands to life. We call this Emotive Design. We apply this thinking in customer engagement too.

Project Management

We develop, support and maintain digital platforms in collaboration with our clients’ in-house teams. We offer blended or fully out-sourced models for UX, UI, front-end and back-end resources.

Consulting

Across the team, we support our clients with consultancy for their CX strategy, marketing technology stack, data services, personalisation model, measurement frameworks, innovation roadmap and agile ways of working.

OUR PEOPLE

Scott Ewings Chief Executive Officer, VCCP CX

Scott is a veteran brand experience leader with a track record of transforming client and agency impacts dating back to the early internet and technology cycles. He has a relentless and highly progressive stance on upgrading the agency landscape to be more focused on achieving purpose, fostering talent and launching new ventures.

Scott notably led Fjord, Ustwo and Potato in the UK, helping to establish them all as outstanding digital product studios, as well as working client-side as an experience strategy leader with Vodafone in Australia. Scott is also a thought leader in the design and tech for good movement.

Scott has led engagements with market-leading brands including Google, Amazon, Mozilla, RBS, Barclays, BBC, Sky, Ford, Lush, Harvey Nichols, Leica,  Jaguar Land Rover, Telefonica, Vodafone and Nokia. 

Josette James Client Partner, Head of CRM, VCCP CX

With a passion for the customer’s experience of the brand and creating more innovative, modern interactions Josette joins with an enviable and unique leadership experience in brand, CRM, performance media and technology agency roles. Josette was previously Global Client Partner and Head of Account Management at Wunderman Thompson and prior to this, worked at agencies including Merkle Consulting as EMEA SVP, PSONA as Managing Director and TMW, as well as spending 8 years at Wunderman where she rose to the role of Chief Client Officer. 

Josette is credited with being the master at creating successful roadmaps for clients to achieve high impact approaches to their business as with brands such as IKEA, INGKA, Sky and News UK amongst them. In her role at VCCP she will oversee key relationships with clients including Canon, Kia, Domino’s Reckitt and Abbotts.

Adrian Gans Chief Experience Officer, VCCP CX

Adrian is CXO at VCCP CX, heading up the strategy and planning teams and leading the charge on all things digital and customer experience.

Adrian joined VCCP as Innovation Director in 2015 after numerous years running strategy and planning at both Fullsix and Razorfish. Prior to jumping agency-side, Adrian worked in-house to launch multi-channel retail at Kingfisher PLC and had the dubious honour of watching the dotcom bubble burst at Boo.com in 1999.

Today Adrian is focused on unlocking the power of experience design to deliver business and brand transformation through continuous improvement, working as a partner to clients including O2, Compare The Market, TfL, Canon and Kia.

Jonny Goodall Chief Design Officer, VCCP CX

Jonny joined VCCP in January 2013 and has extensive experience designing and directing digital products  & engagement across interactive campaign content, to ecommerce, apps, games, POS, voice and AR.

In his career to date Jonny has created award winning experiences across a diverse range of channels and media, from large-scale platforms and digital services to augmented reality and conversational interfaces. Jonny’s principal interest is bringing brand, craft and human-centered design together through the right collaborations of people and skills. Most recently this has included Design Systems for easyJet to help unify their digital platforms and brand. As well as ongoing UX/UI support to O2’s business transformation programme.

Pete Hadden Head of Project Management, VCCP CX

Joining VCCP in 2013, Pete has been instrumental in evolving our capabilities in to the award winning team we have in place today.

Prior to joining VCCP, Pete worked at a number of leading digital agencies in London and Sydney. He has managed digital accounts for clients such as Stella Artois, British Airways, Disney, Microsoft and Procter & Gamble. 

As Head of Project Management of VCCP CX, he manages a team that deliver exceptional digital experiences across our entire client portfolio. Installing innovative ways of working and a problem solving approach to everything we deliver.

Kerry Howell Head of Account Management, VCCP CX

Kerry joined the team in March 2020 and is now the Head of Account Management for VCCP CX.

Prior to joining VCCP Kerry was busy leading teams and growing award winning accounts at Razorfish, GreyX and POSSIBLE.  She’s has been building trusted partnerships with clients for almost 20 years and is passionate about the ever evolving landscape and infinite possibilities that working in the CX space offers.

In her current role she leads the CX Account Management Team with a focus on growth and an account lead on Reckitt and Saga.

Claire Tusler Chief Data Officer, VCCP

Claire brings more than 20 years experience of working with data to the team and began her career at TMW, helping British Airways set up their first Single Customer View database whilst also enabling Diageo to sell more Guinness.

Previously she has worked at the likes of Craik Jones where she worked on Boots Advantage Card loyalty programme for 4 years, developing the algorithms to determine what personalised coupons were sent to all members, and Proximity London where she has been for the last 11 years.

At Proximity, Claire led a team of over 50 data specialists, from data planners to data scientists, and worked across a vast array of clients, including BBC TV Licensing, Specsavers, Virgin Atlantic, Disney, P&G and the VW Group.

Claire has just joined VCCP as Chief Data Officer and is looking forward to getting to grips with the amazing data expertise that already exists, uncovering and converting the fantastic opportunities available and developing an exciting and ambitious plan for the future of data.

Caitlin Brennan Group New Business & Marketing Director

Starting her career at branding and digital specialist agency Rufus Leonard, Caitlin has over 7 years Business Development and Marketing experience. She then continued on to global network Havas helping the London team to grow its advertising and experience design agencies, and is now Group New Business & Marketing Director at VCCP supporting the agency to grow globally with a specific focus on developing the propositions and positioning of some of the agencies newest capabilities.

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