99 boosts CX strength with new hire Nicola Henshaw in experience planning director role

As 99 continues to forge its position as leaders in CX, finding a strategist who combines the analytic obsessiveness of a CRM planner with the audience and platform knowledge of a media planner has been both a priority and a challenge. So, it is with pleasure that 99 announces that Nicola Henshaw has been appointed by the agency as experience planning director.

Henshaw is an accomplished strategist who joins 99 from Track (RAPP) New Zealand, and prior to that from her role as planning director at RAPP UK, and earlier, News Corporation. She’s shaped customer experiences and communications programmes for brands including Air New Zealand, AA Insurance, Virgin Media, Dulux, and McDonald’s.

Says Paul Manning, managing director, 99: “I’m so pleased to have Nicola join 99. In 2016 we set a clear vision for our future, to build a world-class customer experience agency. Our agile environment and results-driven DNA has proven to be an ideal platform for this transformation. But, it only works with the right talent – Nicola’s curiosity, passion for customer insight, and analytics make her uniquely suited to this role. She has an outstanding track-record in experience planning and is passionate about the role of data and technology in positively transforming the customer’s journey. Nicola’s role will be pivotal in designing experiences that connect people with brands.”

Says Henshaw: “It’s such a great time to join 99. There’s a palpable momentum about the office, and a great set of clients who are increasingly looking to 99 to help with customer and data strategies. They talk about ‘logic and magic’ here: combining the logic of systems, data, technology and metrics, with the magic of emotion, commercial creativity and disruptive ideas. I look forward to bringing my logic to 99’s creative teams and seeing what kind of magic we can create for clients collaboratively.”

Henshaw reports to director of strategy, Dan Bye.