Fletcher Insulation, known for its high-performance insulation solutions such as Pink Batts and Sisalation, has appointed CX Lavender, a leading Australian digital and customer experience (CX) agency. The move comes as customer expectations evolve and market competition intensifies, prompting Fletcher Insulation to transform its customer engagement approach.

"We’re excited to work with Fletcher Insulation at such a critical time in its business transformation. 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," says Adam Washington, CEO of CX Lavender.

Fletcher Insulation is responding to changing customer demand for sustainability, clear communication, and seamless digital service. CX Lavender will leverage its expertise to innovate Fletcher Insulation's customer experiences, from first touchpoints to post-purchase engagement. The agency will gain a deeper understanding of Fletcher Insulation’s diverse customer base, which includes builders, installers, retailers, and HVAC manufacturers, to transform its engagement strategies.

"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," says Roger Pecnik, National Marketing, Technical and Customer Manager at Fletcher Insulation.