VMLY&R today announces the appointment of Ben Richards as UK Chief Experience Officer. In his new role, Richards will enable all of VMLY&R and VMLY&R COMMERCE's client partners in the UK to tap into CX and drive their growth through experience.
His appointment strengthens an already 65 strong department and amplifies the agency's ability to deliver connected brands across the entire customer journey and brand world.
"I believe the days of hygiene CX and prosaic stale experiences are numbered. I am bringing together the user-journey-thinkers to show that creativity is at the heart of meaningful CX and that, ultimately, the customer experience is the brand," said Ben Richards, UK CXO, VMLY&R.
VMLY&R UK CX department includes strategists, UX/UI designers, data analysts, platforms specialists, creative, media and social experts, technologists, and CRM professionals. Their work includes designing data-led experiences and developing CX-led products, services and brands.
Richards will work closely with executive partner Ford CX, Katherine Francis, EMEA CXO Karen Boswell and the UK leadership team to further amplify VMLY&R's customer experience (CX) expertise and offering in the UK.
Richards takes the position from inside the WPP network; he was previously EMEA chief experience officer at the WPP full-service agency, GTB. Richards holds over 20 years in the creative experience space, having worked for iconic brands including Microsoft, Yahoo! and BT to drive large-scale customer success solutions, as well as build innovative web and mobile experiences.
Richards is an award-winning digital innovator and marketeer with a passion for creating moments where creativity and technology meet. He strives to find new ways to adapt new technologies for marketing applications, both large and small, enabling businesses to achieve true digital transformation.