ActionRocket is redefining CRM by transforming it from a marketing channel into a powerful tool for genuine customer engagement. Today, we speak with
Lexi Clarke, Agency Director at ActionRocket, who shares how the agency crafts meaningful digital communications, stays ahead of CRM innovation and builds lasting relationships between brands and their customers. Learn more in her exclusive
Website Planet interview below.
Can you share a few details about ActionRocket’s founding story and its journey to where it is now?
ActionRocket was founded with a clear purpose: to elevate CRM from being just another marketing channel to a true customer engagement experience. We started out as specialists in mobile email, but as CRM evolved, so did we. Today, we’re a full-service customer engagement agency, crafting digital communications that help brands build long-term, meaningful relationships with their customers.
We’ve worked with some of the world’s most recognised brands, from
Nestlé and AMEX to
PizzaExpress, BBC, Global, and Intuit. Our partnerships are built on trust and shared values, and some of our clients have been with us for years because of the results we deliver. More recently, we’ve welcomed exciting brands like
Supercell and
Intuit, who are looking to take their CRM to the next level.
What is your approach to CRM that makes you stand out from your competitors?
Many agencies focus on short-term metrics – clicks, opens, conversions. But at ActionRocket, we take a different approach. We believe CRM should be about
building real relationships between brands and their customers.
Our CRM strategies focus on
long-term value, trust, and engagement rather than mass, impersonal communication. We also help brands shape
how they look, feel, and act across CRM channels, ensuring every message aligns with their mission, values, and tone of voice.
Additionally, we say no to industries that don’t align with our own values, such as
oil, gas, and gambling. We’re here with the long-term aim of quality CRM that’s good for
profit, people, and the planet – not just another marketing output.
What other services do you offer?
We offer a
full-service customer engagement approach, from strategy to execution, including:
- Brand development
– Staying on brand through detailed CRM design systems;
– Keeping consistency through CRM guidelines;
– Leveling up your team with practical CRM brand workshops.
- Planning and optimisation
– Developing people-first CRM strategies to increase engagement;
– Planning multi-channel campaigns and programmes that inspire and strengthen connection;
– Auditing, reporting, and testing for continual customer insight optimisation.
- Creative execution and implementation
– Elevating ambition through idea generation and hand-crafted design, copy and code;
– Driving innovation through bespoke dev tools and creative coding;
– Ensuring engaging experiences through expert build, implementation, and testing across platforms.
What is on the horizon for ActionRocket? Any new projects or features we could be looking forward to?
We’re focused on two key areas:
growing our team of top talent and
pushing CRM innovation forward.
Talent is everything to us. We invest heavily in nurturing the best
strategists, creatives, and developers in the industry, ensuring our team is always ahead of the curve. We create a culture where
collaboration, trust, and innovation thrive, and our team is empowered to push boundaries in CRM.
From a
service perspective, we’re always driving innovation. Currently, we’re exploring how two-way conversations between brands and their customers on channels like WhatsApp can strengthen customer engagement; and how building large-scale highly-personalised campaigns to continue gamifying in-app and email can help drive loyalty. If you want regular updates on our explorations, as well as industry trends, top tips, and best practices, sign up for our newsletter Email Weekly at
www.actionrocket.co/email-weekly.
We’re also
on the path to B Corp certification, embedding sustainability and ethical business practices into everything we do.
Is there anything else about your work that you’d like to share that we haven’t covered?
Yes –
ActionRocket is more than just an agency. We’re a partner in shaping how brands connect with their customers. We don’t just execute campaigns; we help brands define their identity – how they
feel, act, and communicate across every customer touchpoint.
If this sounds like a good match, contact us at
[email protected] or visit
actionrocket.co and find out how we can work together.
