Holler launches new customer experience department with Vlad Ivanovic at the helm

Sydney-based digital agency, Holler, continues its growth, launching a dedicated customer experience (CX) department. Vlad Ivanovic (left), a digital native of over 10-years, has been appointed to lead the new CX department.

The new department’s mandate is to follow Holler’s modus operandi, to “solve business problems by provoking big reactions from the simplest interactions”. The unit will focus on customer-centric design principals enhanced by combining user experience (UX), customer relationship marketing (CRM), loyalty and data science.

Says Mike Hill, Holler’s CEO: “It’s thanks to our clients that the new CX department was established. Our clients have been asking us to solve a new breed of problems. These problems all involve elements of UX, CRM, data analysis and creative, at the centre of which is the customer.  This has helped us to identify the CX department opportunity for the agency.”

The department’s initial focus will be to bolster services and refine processes around existing clients before embarking on a push to drive traditional UX, CRM and data science practices to where Holler believes they need to be. Holler will then look to promote awareness for the new CX department and services externally.

Hill believes its new CX department’s remit complements Holler’s unique approach to client work.

Says Hill: “Recently, we’ve won some amazing new business clients. Our unique ‘Modes’ methodology has been one critical factor in securing these accounts. The new CX discipline’s focus is set to further strengthen our ‘modes’ methodology, from the initial ‘understanding’ phase right through to the ‘ideation’, ‘execution’ and ongoing ‘optimisation’ phases.”

Ivanovic started and led the UX and social divisions at DraftFCB, London, where he was the head of innovation. This key role enabled Ivanovic to spearhead innovative UX solutions from business strategy through to execution. Ivanovic has worked with the likes of Audi, Foxtel, NAB, Electrolux, eBay, Pizza Hut, Novartis and Roche to execute digital programs that help drive their business in Australia, New Zealand, Europe and the US.

Says Ivanovic: “Gone are the days where businesses can rely purely on a big idea to sell their products. Customers are more discerning than ever before, they see through marketing campaigns and need to be able to trust a company’s reputation. In order to build trust, businesses need to deliver pre and post-purchase experiences that build relationships with their customers by removing frustrating barriers and increasing emotional valiance. Building relationships with customers founded on trust ensures loyalty with existing customers and allows the business to acquire new customers through advocacy.”