Nicola Henshaw new Planning Director to further boost CX strength

As 99 continues to forge its position as a leader 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 as Experience Planning Director.

Nicola is an accomplished strategist who joins 99 from TRACK (RAPP) New Zealand. Prior to that she was Planning Director at RAPP UK, and also held insight and strategy roles at News Corporation. She’s shaped customer experiences and communications programmes for brands including Air New Zealand, AA Insurance, Virgin Media, Dulux, and Bayer.

Paul Manning, 99’s Managing Director, says, “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 have proven to be an ideal platform for this transformation. But, it only works with the right talent – Nicola’s curiosity and passion for customer insight and analytics make her uniquely suited to this role. She’s got an outstanding track record in experience planning and is enthusiastic 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.”

“It’s such a great time to join 99,” says Nicola. “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.”

Nicola reports to Director of Strategy, Dan Bye.