Embedding client-centricity at an innovation agency

How do the best stay a step ahead of the competition?

What we did

Ran Client-Centred Thinking workshops to introduce our proven framework where empathy delivers results.

Delivered the interactive workshops in the client’s London and New York offices.

Followed this up with virtual and in-person coaching to reinforce the new approach.


With a history of creating iconic work for global brands, award-winning innovation and digital transformation agency R/GA knows how important it is to help clients adapt to ever-changing consumer behaviour.

But now that the rest of the market has access to the technology, tools and techniques the agency have pioneered for decades, R/GA is keen to overcome the many growth challenges ahead.


R/GA identified that the future of agency-customer relationships is in client centricity, and we helped them embrace this approach, through a tailored programme of Client-Centred Thinking workshops.

Since being more empathetic when sharing truths about market conditions and industry challenges builds trust, this has created a shift in mindset at R/GA, from one where they are trying to sell, to one in which the client wants to buy.

We appreciate different approaches to things, a slightly disruptive way of doing things, and a boldness and creativity about what we’re doing. True & North has brought that to us.
Liz Nottingham
Executive HR Director, R/GA
R/GA are rolling out Client-Centred Thinking globally, beyond the growth community and into production teams to transform the whole culture. They have also incorporated several more of our methodologies across account planning, business development and client services.

Hear how R/GA applied our methodology across their business

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