CSA
Building Meaningful Experiences
At Havas CX, we activate desire where it matters most — turning a brand's promise into real experiences that connect people, processes and technology to generate sustainable and consistent value.
In a context of internal transformation, we partnered with the Marketing area of Liverpool to define a shared framework for campaign management. We coordinated more than a dozen teams, diverse stakeholder levels, and complex workflows to collaboratively redesign the end-to-end operation. Through in-depth research, co-creation, and operational design, CX built a clear, actionable, and scalable architecture, strengthening cross-team collaboration and bringing greater clarity to objectives, roles, and responsibilities. This model combines strategy, process design, and human-centered thinking to transform operations from within.
Altitude by Volaris aimed to evolve its loyalty program into a clearer, more integrated, and coherent experience for its travelers. We identified operational frictions, disconnects between physical and digital channels, and areas where the experience did not reflect the value the program sought to deliver. Through a deep understanding of its service, processes, and team interactions, we defined a unified vision for the loyalty ecosystem. We designed a Service Blueprint that outlines how the program should operate to deliver value sustainably. This tool enabled Volaris to visualize dependencies, connect key capabilities, and align the organization around a consistent experience—unlocking strategic improvements that strengthen relationships with travelers and prepare the program for its next stage of growth.
