Publicis Communications creates customer experience centre of excellence

Publicis Communications has launched its best-in-class customer experience centre of excellence in India. Three Publicis Communications agencies – Sapient Razorfish, DigitasLBi and Indigo Consulting – have come together to consolidate their top-end user experience and user interface capabilities to form the experience centre. 

The centre will house some of India’s best UX/UI professionals. In addition, it will have access to the Publicis.Sapient team based in India, one of the largest customer experience-focused teams in the country, covering the breadth of design and technology. This team helps brands connect with consumers, focusing on delivering rich design experiences across domains and industries for Fortune 500 clients, globally.

The clients of Publicis Communications India will now have access to the thought leadership by heads of verticals spanning Financial Services, Automotive and Retail, amongst others. They will also have access to other offerings such as rapid prototyping and the immersive UX lab. 

Hemant Bhagia

The centre will be led by Hemant Bhagia, Customer Experience Director at Sapient Razorfish. Bhagia has over 17 years of domain experience, working across sectors such as Technology and BFSI. Prior to joining Sapient Razorfish, he worked with Capgemini India as Head of the UX Practice. Bhagia has worked for clients such GE, Airtel, AT&T, Verizon, Metlife, DHL, Government of UK (where he was involved in the ‘Smart City’ project for cities in the United Kingdom).

Himani Kapadia

Speaking about the new development, Himani Kapadia, CEO – India, Sapient Razorfish and DigitasLBi, said, “This strategic shift is in line with our vision of creating client-focused best-in-class solutions. It made sense to create connections between our immense ‘for India’ and ‘from India’ CX capabilities spread across brands, so that the sum of the parts is greater than the whole. Each brand will continue to have teams under their roof, thus ensuring insulation for clients, while being part of a platform that gives them access to thought leadership, best practices, talent and infrastructure to deliver new age experience solutions.”

Rajesh Ghatge

Added Rajesh Ghatge, CEO, Indigo Consulting, “The voice of the customer is demanding best-in-class, best-in-category, immersive CX solutions. This need can only be addressed by getting in the best talent that is supported by distilled insights and collective experience. The centre is aimed to build a competence in UX and UI, in depth and scale, which is unmatched in the country. The benefit to our clients is going to be immense, helping them win bigger and win faster in the marketplace.”

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