HAVAS EHS EXTENDS ITS REAL-TIME CUSTOMER ENGAGEMENT OFFERING BY PARTNERING WITH PROVENIR
London, UK – January 22, 2014 – Havas EHS today announces its strategic partnership with leading software platform Provenir . The partnership will allow the agency to utilise Provenir’s real-time customer engagement platform as a base for its new client solutions.
The new agreement will enable all Havas EHS business units to craft and orchestrate new digital interaction and social engagement offerings for its clients. The cloud-based platform will give Havas EHS’ clients the ability to proactively listen in real-time for “moments of truth” from consumers and immediately convert them into interactive brand experiences.
“After seeing incredible results from Provenir in multiple pilot projects, we have selected the Provenir Platform to underpin FULCRM, our real-time engagement offerings,” said Tash Whitmey, CEO of Havas EHS. “Provenir is a key partner that we see as being able to enable data inspired ideas on which FULCRM is built. It uses contextual data in real-time to build far deeper pictures of each customer and allows us to deliver immediate, intimate actions that are genuinely engaging.”
Mark Smith, Ph.D., President of Provenir’s customer listening division, added, “This new agreement is a great testament to both the promise of Provenir’s technology and of Havas EHS’ great commitment to deliver truly innovative offerings to its clients across the globe.”
Havas EHS’ successful pilot projects with Provenir included converting a client’s traditional card-based loyalty programme into one that is digital, mobile, social and connected in real-time. The new solution delivers orchestrated loyalty journeys across live POS interactions, the mobile app, the website and social comments on Twitter. The brand is now listening to the entire Twitter pipe for comments from its loyalty programme members, and when detected, immediately and automatically awards additional loyalty points. Additionally, members can earn points and redeem them in real-time while benefitting from real-time location-based offers and messages.
About Havas EHS
Havas EHS is a leading UK digitally-driven creative agency, with the single-minded mission of being the best in world at creating and delivering ideas, powered by data, for the digital world.
With offices in London and Cirencester and sitting in the global Havas network, Havas EHS is built on a well-proven foundation of 25 years of world-class direct, digital, CRM and data expertise. With a clear focus of innovation and being ahead of the market the agency has created FULCRM: a bespoke approach to client needs which successfully marries data, creative and digital solutions to create effective and engaging customer experiences. If a fulcrum is the support about which a lever pivots, then FULCRM is the experience about which a brand pivots. Its clients include TSB, Diageo, Simple, Dove, Unilever, easyJet, Volvo, Subway, Pets at Home, Peugeot, e.on and Tesco Clubcard
Provenir is a pioneer in Big Data listening and engagement solutions. With more than a decade of complex event processing experience, Provenir’s platform allows brands to dynamically and immediately interact with customers to create differentiated, contextual and individual consumer experiences. The platform enables brands to proactively listen, decide and engage with customers across all channels in real-time by connecting existing systems, tools and customer data, and allowing marketers to create logical workflows, rules and automated interaction processes. For more information please visit www.provenir.com/listening, and follow us on Twitter @ProvenirEngage.
Keywords: Provenir, Havas, loyalty, digital agency, interactive agency, social listening, customer listening, customer engagement, customer experience, Big Data, marketing, customer communications, real-time, analytics
The big picture: How to build a CRM strategy for 2014
Back in 2001, the sorry state of CRM implementations as captured for posterity by a headline-grabbing piece of research from Gartner, which reported that 20% of CRM programmes were failing to meet expectations.
Accompanied by a warning that an over-emphasis on technology at the expense of strategic direction was responsible for many of the shortcomings, the research became synonymous with CRM.
Ben Silcox, Head of Data and Technology at Havas EHS gives his thoughts on building a CRM strategy.
To read the article in full click here
Last month we were absolutely delighted to pick up three Gold and One Silver for our work with easyJet and Pets at Home at the DMA Awards. It’s definitely fair to say that we beat off some stiff competition.
The DMAs are a very important award category as they represent the very best of direct marketing and are defining the future of our industry and what great looks like for us all.
As one of the judges this year, it was clear that this is still a vibrant area looking firmly to the future of customer marketing, and full of great examples of client work across multiple sectors so to be one of the most highly awarded agencies is both an honour and a huge accolade.
We know that winning awards is critical to us as an agency as it’s a clear demonstration of our ability to create great work that works.
We are immensely proud of everyone who has touched the two accounts and that same work has also seen us shortlisted for three Data Strategy Awards.
It has helped cap off a fabulous year for Havas EHS that has seen us grow in size, capability and talent.
We’ve produced a short 2013 highlights reel which you can check out. Have a wonderful Christmas break and here’s to 2014.
Brand preference and loyalty are not static; they must be earned and re-earned over time. In this edition of the Prosumer Report, we sought to understand what brands must do to stay relevant in consumers’ lives.
Staying relevant has always been important but is especially vital at a time when consumers have so much choice and information at their disposal. Having once had only price to compare products with, consumers can now all peek behind the curtain to glean as much information they want around a product’s provenance and materials/ingredients, as well as the reputation of the brand.
Our study found that brand relevance is underpinned by two essential factors: trust and dynamism. These two factors touch on the brand’s past and future — measuring the place it currently exists while also anticipating its impact on the future.
Brand preference and loyalty are not static; they must be earned and re-earned over time. With this new study, Havas Worldwide explores what brands must do to stay relevant in consumers’ lives. This has always been important but is especially vital at a time when consumers have so many choices at retail.
What does a brand have to do to convince a shopper to choose it above all others? It must embody—and communicate—two vital factors: trust and dynamism. Though the optimal combination will vary by geography and category, no brand will win for long without encapsulating both.
Highlights of the study include:
1. Social brands win
Consumers’ perceptions of brands increasingly are tied to their sociability—how they interact with consumers and others, especially in the digital sphere. Around two-thirds of Prosumers and half of mainstream consumers now consider a strong social media presence an important factor in brand reputation.
2. The value of “local” is tied more to actions than provenance
Though “buying local” has gained favor in developed markets in recent years, a brand’s provenance is less important than how it behaves locally and the extent to which it caters to local preferences and needs. Having a positive presence in local communities is an important factor in building a brand’s reputation, say 87 percent of Prosumers and 72 percent of mainstream consumers.
3. If you’re not part of the solution, you’re part of the problem
As companies have grown larger and more powerful, consumers’ expectations of them have magnified. Eighty percent of Prosumers and 65 percent of the mainstream believe that businesses bear as much responsibility as governments for driving positive social change. It’s no longer acceptable to operate solely in service to one’s profits.
4. Consumers want a role to play
Consumers don’t just want brands to do good; they want to be able to contribute to the effort—and feel good about themselves as a result. A growing number of brands—from TOMS (shoes) and Warby Parker (eyewear) to Smile Squared (toothbrushes) and One World Futbol (soccer balls)—are adopting a “buy one, give one” model, enabling each purchase to double as a donation to a person in need.
5. Transparency is essential to trust
Companies can no longer hide behind iron gates, parceling out information as they see fit. Consumers expect full disclosure on a whole host of subjects, from environmental impact to the treatment of workers.
6. Authentic roots offer a direct path to the new consumer’s heart
In an era of disposable goods and artificial everything, consumers derive value from products linked to what they perceive as a more “authentic” time or place. A majority of Prosumers (71 percent) and mainstream consumers (59 percent) say having a rich history or backstory is an important factor in building a brand’s reputation.
7. Your employees have the potential to be your best brand advocates—or most damaging detractors
Policies or no policies, employees are going to talk about where they work—and that can be a tremendous boon or bane in the era of social media. In fact, what employees say about a company online is more convincing than any advertising or news article, say 67 percent of Prosumers and 53 percent of mainstream consumers.
8. Digital consumers have no patience for disconnects
Consumers are looking for seamless interactions with brands—across platforms (PC, mobile phone, iPad) and wherever they are. There is increasingly less tolerance for brands that don’t let people access and use them however they’d like.
To learn more about the study and to download the full report, click here.
And follow us on Twitter
This year’s One Young World summit saw over 1,200 delegates from over 190 countries coming together in Johannesburg to debate and formulate solutions for the pressing issues the world faces.
Here, two of our bright young sparks, Lauren and Harriet talk to us about what they describe as “a truly inspiring and overwhelming experience which words cannot describe”, sharing “some of the incredible experiences we were fortunate enough to be a part of during the 2013 One Young World summit”.
The event kicked off with the opening ceremony at Soccer City during which we were welcomed by Co-Founders David Jones and Kate Robinson who introduced us to the panel of 2013 counsellors, including Kofi Annan, Bob Geldof and Professor Muhammed Yunus.
All three gave incredibly captivating opening speeches, and from the point when Mr Annan stated “I feel confident that the future is in good hands”, we knew we were all there for a reason and left feeling motivated, eager and with high expectations of what the coming days would have in store.
Day 1 was packed to the brim with inspirational stories, challenging statements and thought provoking insights, primarily focused around Education, Human Rights and Sustainable Development.
Whilst the subject matter of the sessions ranged from heath care to terrorism, tunnel farming to human trafficking, rape to corruption and so on, the commonality was that the initiatives created by delegates to combat these issues were born from just two resources each of us possess: creativity and passion.
That was when we first started to realise that there is nothing to stop us from undertaking similar actions to those taken by the delegates we heard from that day.
We were also fortunate enough to hear again from Kofi Annan who gave us another powerful reminder that our generation really does have the power to create change by leading those in positions of power in the direction we want to go in by stating “when leaders fail to lead, the people can make them follow”.
Whilst all global leaders called for young people to play a more prominent role in attempts to tackle global issues, on Day 2 Arianna Huffington, founder of the Huffington Post, advised us on how to create epidemic change, by redefining success in our current climate. Arianna spoke passionately about how women are less invested in maintaining the status quo within the workplace which lent itself well to the Special Session named Women Up where the likes of Sheryl Sandberg, Facebook COO spoke about her movement ‘Lean In’.
The Plenary sessions on Youth Unemployment shortly followed and with a resounding 91% in agreement, it was safe to say that nearly all in the room felt passionately about the subject and on leaving the session were all asking ourselves if it was our job to find the solutions.
Friday’s afternoon saw delegates take a step out of the Sandton Convention Centre into the surrounding area of Johannesburg, where we took part in Breakout Sessions, where delegates would assemble into smaller groups and learn first-hand about issues we had heard about at the Summit.
A session we were lucky enough to attend was call ‘Limitless Youths’ and allowed us the opportunity to visit a township in Soweta run by Kliptown Youth Programme a programme, which seeks to eradicate poverty of the mind, body and soul, and fight against the disadvantages imposed on the children of Kliptown.
The visit was a real eye opener and by the end of the day, which incorporated an outstanding performance by the community there, it was clear that the goodbye’s we were saying would not be the last.
The final day of the Summit commenced with a plenary session on Global Business, which saw delegate speakers including those from the Havas Network illustrate that despite being young, we can be the driving force and play significant roles in our organisations in making them more responsible and sustainable. Using a renowned African saying, Paul Polman, Unilever CEO, stated “if you want to go fast, go alone, if you want to go far, go together” which summed up the advice he gave all delegates on their role in developing sustainable business growth.
The final plenary session was held on Leadership and Government which ended the event with Ashish Damle, the youngest Politician on India state ‘Today, youngsters on Facebook write, ‘I hate politics.’ But I want them to say, ‘I will change politics’, which encouraged all young people there to use ‘new power’ to drive positive change through the likes of digital and social media. The power of collaboration was later reinforced by Ron Garan, NASA Astronaut, who stressed “the key is WE” in his Special Session on The Orbital Perpective.
One thing was for sure, even though the Summit has ended, 1,200 inspired young people from 190 countries have returned home to try and change something in the world for the better good. So to One Young World 2013 Summit, on behalf of all One Young World Ambassadors, we do not bid you a farewell, this is only the start.
Written By Harriet Grange – Account Manager & Lauren McIlroy – Planner
Data and creative are rarely spoken about in the same breath. Data has, until fairly recent times, been kept far away in a brand’s IT or insight department where the creation of engaging consumer conversations is not on the agenda.
Samsung uses real-time social listening software to understand consumer sentiment and adapt marketing strategies accordingly. Photograph: Bloomberg/Bloomberg via Getty Images
In this week’s Guardian Media section, our Group CEO, Tash Whitmey gives her thoughts on how brands that can marry data with creativity are finding new ways to develop targeted conversations with consumers.
To check out the article in full, click here.
Check out our COO, Matt Fanshawe’s response to Campaign Editor Jeremy Lee ‘Do agencies still have the resources for creativity?’ (Campaign, 10th October) where he questions if agencies are doing enough to support new talent in producing genuinely impactful creative.
Our digital film to launch Peugeot’s new compact SUV, the 2008 Crossover, has now hit cyberspace. It features two freerunners, Tim ‘Livewire’ Shieff and Katie McDonnell, and, of course, a Peugeot 2008.
Tim won the Barclaycard World Freerun Championships in 2009 and in terms of competitions placed and won, he is currently the most successful freerunner in the world, so we consider ourselves very lucky to get him for our film.
This is me at the shoot with Tim. I wasn’t at all excited because frankly, he’s a bit ugly, and I totally kept my cool. Totally.
Tim and Katie helped us illustrate the 2008 Crossover campaign line ‘See the city in a different light’ by throwing themselves off pillars and doing windmills on car roofs, as you do, in the glamorous riverside location of Deptford.
But while our fearless athletes survived the process without breaking any bones, the Cielo sunroof on one of the cars wasn’t so lucky. That’s what you get for asking someone to do a headspin on a glass roof, I suppose!
The film is cut to a great track by Nat Jenkins, which is just about to be released from Camouflage Records, and Irresistible Films patiently and expertly ran the shoot and production.
So big thanks to the whole team, and of course the rest of our own crew – James, Mark, Ingo, Sean and Elliot. Both films and a 20-second pre-roll can be seen in the wild as of this week. But if you can’t be bothered to go looking for them, you can check out the main film above.
Pittsburgh; a town rarely visited considering it is an old industrial city with a history in steel. Recently the bankers and hedge funds have seen an opportunity in its proximity to NYC and built up a mini financial centre in the backdrop of two ‘great’ sports teams the Pittsburgh Steelers and Pittsburgh Pirates. So when 2,100 ‘young’ people from across the globe descended on the city they couldn’t help but notice and welcome us!
One Young World Pittsburgh began on October 18th 2012, 2,100 people from 183 countries began a four day, 20 hour a day, intensive information overload into world affairs across topics ranging from leadership and governance, new technology, the food epidemic affecting the world today, war, peace and many more topics.
One Young world was conceived in 2010 by David Jones and Kate Robertson, since then each year has got bigger and, more importantly, more change has been achieved.
2012 was a big year for One Young World as we all merrily arrived from the far flung corners of the earth little did we know we would meet friends, colleagues and be inspired not just by the councillors but also the impassioned stories, pledges and promises of the delegation ranging from 18 to 30 year olds, from all different backgrounds and ranging from students, delegates from large corporations to those who self-funded to attend.
The first day we got to see what Pittsburgh hospitality is really like with the city coming to a standstill as we were paraded from our hotels to the river for a boat cruise and flag ceremony. From here we were police escorted through the city to Heinz Hall to formally open the ceremony and meet the councillors who would be spending the next 4 days with us, listening to our stories, thoughts and opinions and sharing theirs.
The councillors were introduced as boxers are to the ring! Bob Geldof, Mohammed Yunus, Fatima Bhutto, Jamie Oliver, Jack Dorsey, Anthony Jenkins, Paul Polman, Kofi Annan, Pete Cashmore, Jeremy Gilley to name a few. Slowly we all started to see suited men fill the exits, their small yet discernible silver badges giving away their role (you’ll forgive my distraction here, it was pretty awesome to see real life Presidential security service!)
To begin a conference with Bill Clinton brings its own problems, beyond the logistics of getting an Ex-President to attend. Some of us are old enough to remember his politics good or bad. Others may only know him as the Mr to Mrs Clinton, but for the organisers it was ‘How do we beat this?!’ His ‘speech’ at the opening ceremony was a masterclass in how to give a Q&A session. An open conversation with the audience on 5 key topics and questions from the floor, each question holding his unbridled attention and passion with knowledge he would be forgiven for forgetting due to health, age and time out of politics. But instead he was an encyclopedia of facts and figures on topics as wide as the Arab Spring to food standards.
From here on in the days roll in to one; each plenery slot includes 6 delegate speeches, a Q&A session for the whole floor and a summation by the councillors. Check out some of the most amazing moments here:
Jamie Oliver – Empassioned food standards plenary
Paul Polman – Unilever Global CEO – Doing business well and for good
Mohammed Yunus – Changing his country and showing a beacon to the world on how to do this
Spaceman here on earth! What world do we want to live in?
Peace One Day – Fit as much as you can into 15 minutes. Rockstar entrance!
You can find out more about OYW on their website, talking to David Alexander who helps Kate and David run it here in the UK office, coming and talking to me or speaking to Matt or Tash. We are also setting up a Havas network where you will be able to see the type of work ambassadors from previous years are doing and connect with people across the network and the globe if any of the initiatives take your fancy! So watch this space!
So to sum up! The power of OYW is not just in the councillors (however amazing they may be!) that attend and the knowledge/ passion that is shown at every moment of your four days there. It is the overwhelming sense of confidence, drive and ambition to change something/ make a difference/ inspire something no matter how big or small that is collectively felt and acted upon by the delegation of amazing young people.
It may be idealistic but the delegation are realistically hopeful of change and, more importantly, willing and ready to take on the responsibility to shoulder the change of the future to the extent that real action is spurred on. To the point that even the most cynical amongst us can’t help but recognise the change that is possible and is happening.
Take a look at some of the initiatives and if you want get involved!
Thanks for reading and bring on Joburg 2013!
Hannah Slater – Senior Account Manager & 2012 Ambassador