How Havas Fostered Client Centricity at Scale Through Deeper Client Relationship Intelligence
April 11, 2025
Enterprise
Global
Executive Summary
Havas, one of the world’s largest global communications groups, sought to enhance its long-standing tradition of client-centricity by achieving broader coverage and deeper insights into client relationships. Despite recognizing the importance of listening to client feedback, Havas required a scalable solution to capture feedback from a wide range of clients—regardless of agency size or location—and from the internal account teams. By adopting Lift Relations, Havas introduced a more robust, data-driven approach to client relationship management. This case study illustrates how Lift enabled Havas to extend its survey practices, minimize blind spots, and cultivate a holistic, 360-degree view of account health across its diverse networks.
The Challenge
Havas has always been dedicated to a client-centric culture, ensuring excellence in every client interaction. Recognizing the value of every client’s voice, they sought a consistent solution that could seamlessly scale across the whole Havas organization providing broader coverage and deeper insights into all client relationships while minimizing blind spots at scale.
COMPANY
SIZE
+15000
LOCATION
Global
ABOUT
Founded in 1835 by Charles-Louis Havas, Havas is a global communications group renowned for its innovative services spanning advertising, media, PR, creative, digital, and full-service solutions. Headquartered in Paris/Puteaux, France, Havas comprises over 23,000 people working in 100+ countries, all committed to making a meaningful difference to brands, businesses, and people.
Philippe Lasne
Global MD Client Experience, Havas
The Solution
Following a pilot program in 2021 in parallel with the previous vendor, Lift Relations emerged as the perfect fit partner to strategically enhance Havas' client experience practices at scale, for several key reasons:
Fully scaled solution across Havas - LIFT enabled Havas to seamlessly survey thousands of clients across multiple markets and all four major networks - Media, Health, Creative, and Production - ensuring broad and meaningful client coverage.
360 Feedback - By capturing feedback from both clients and internal account teams, LIFT provided a 360-degree view of account health, delivering deeper strategic insights than the previous client NPS only.
Multi-dimensional questioning - With the flexibility to ask multi-dimensional survey questions in 25+ languages, LIFT allowed Havas to uncover specific areas of client feedback, enhancing data depth for more informed decision-making across its markets.
Stakeholder empowerment - LIFT empowered all our organization stakeholders (Top Management, Account leads, HR, ..) with an intuitive platform, putting them in control of the surveying process and results analysis. With richer, real-time insights, they could proactively strengthen client relationships and manage teams more effectively.
Through the LIFT x Havas partnership, Havas’ data-driven approach to client relationship management at scale has significantly improved.
Results & Impact
With Lift Relations in place, Havas expanded its surveying capabilities across four major networks—Creative, Health, Media, and Production—covering over 2,000 client relationships. Key achievements include:
Quantitative Results
Minimized blind spots: Significantly increased survey coverage and frequency allowed Havas to detect potential issues earlier and address them promptly.
Scalable solution: Adopting LIFT’s platform and methodology provided the infrastructure to continually grow and adapt as Havas’ client base and networks evolve.
Unified approached with 1 methodology applied at scale across four major networks—Creative, Health, Media, and Production
Qualitative Results
Stronger client-centric culture: By capturing both client and internal team feedback, Havas fortified its commitment to delivering meaningful experiences and strengthening partnerships.
Data-driven strategy: LIFT’s analytics empowered Havas to integrate survey insights into proprietary tools, driving more precise action planning and timely interventions.
Informed agency & account leadership: Client leads have gained ongoing visibility into relationship statuses, enabling more proactive decision-making and bolstering overall service quality.