Proving business impact at a global media agency

How can media agencies demonstrate the real value they bring to their clients?

What we did

Ran a Client-Centred Thinking Workshop to help the client-facing team see things from the clients’ perspective.

Introduced empathy mapping for meeting preparation, advanced questioning and techniques to demonstrate value

Embedded and measured the learning after the workshop through one-to-one coaching sessions.


Like all media agencies, Havas Media UK is concerned about the commoditisation of its core services – media planning and buying – and the race to the bottom on fees.

So the agency’s CEO wanted a way to demonstrate the value the business creates for clients beyond those core services.


In a one-day workshop, participants were coached to apply our techniques to their live client conversations.

The most valuable training I’ve had in the past 5 years. Interesting, insightful and entertaining. Methods I can apply immediately.
Russell Pirie
Managing Partner, Havas Media
This program has since been iterated and rolled out to a wider group of client partners and managers across the EMEA region, as both a half-day and a full-day workshop, delivered in-person or virtually.
Following the work with True & North I was more direct and able to unlock an opportunity worth 40% more than was on the brief.
Niki West
Managing Partner, Havas Media

Hear how Havas Media applied our method

Now, when we’re looking to sell additional products and services, we’re spending a lot more time on the empathy required to put ourselves into the shoes of the client.

Simon Jenkins

Head of Planning, Havas Media

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