CX Lavender has been appointed to lead Fletcher Insulation’s push for customer experience innovation, marking a pivotal move to transform how the insulation leader engages with its customers.
Transforming engagement across digital and on-ground touchpoints
The agency will use its expertise to innovate insulation contractors’ customer experiences, from first touch points to post-purchase engagement.
CX Lavender will uncover and examine key insights that will transform how Fletcher Insulation engages digitally and on the ground.
“We’re excited to work with Fletcher Insulation at such a critical time in its business transformation,” Adam Washington, CEO of CX Lavender, said.
“We’re seeing a real shift in B2C equivalent CX expectations with B2B trade industries. More than ever, trades are seeking connected digital service and supplier brands that share their values, particularly around sustainability. We’re looking forward to helping Fletcher exceed those expectations.”
Roger Pecnik, national marketing, technical and customer manager at Fletcher Insulation, added: “Our business has been on a transformational journey over the last 7 years, and we see this partnership with CX Lavender is a critical step in helping us engage with our customers in a more meaningful way.
“We believe CX Lavender will help us understand our customers better and help us rethink how we engage with them at every touchpoint to create a better experience.”
Strategic partnership to drive innovation in 2025
As the insulation industry evolves, the partnership sets the stage for Fletcher Insulation to lead in customer experience innovation. The first work is underway, with innovation changes expected in the first half of 2025.
This client win for CX Lavender comes after it was appointed to lead the student experience innovation program for Victoria University in August.
The Sydney-based agency’s work for the university spans ethnographic and quantitative research, journey mapping, commercial opportunity identification and modelling, field validation, business casing, and delivery feasibility.
See also: CX Lavender to lead Victoria Uni’s experience innovation program