Our Blog

02

Dec

Get fancy with a Bot – Microsoft Dynamics 365 Virtual Agent explained

Would you like to empower your team to deliver better service and boost your customer satisfaction? If the answer is yes, we have some good news for you. You can now easily create powerful bots using a guided, no-code graphical interface. ... read full post

Posted by:  Monica Chopra , Senior Consultant |  02 December 2019

#CXreimagine, Bot Framework


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28

Aug

Three ways to help you differentiate your customer experience

We’ve all received them – emails pushing products that we are never going to buy because the company sending them has no idea of what we actually need or want. ... read full post

Posted by:  Janine Barron , Principal Digital Strategist |  28 August 2019

Digital Transformation, customer experience, #CXreimagine


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21

Aug

Customer experience: You think you are ready for change? Think again

There’s a predictable arc to stories of companies that have set out to overhaul the experience for their customers but run out of steam or utterly failed to deliver results. The project starts with a burst of enthusiasm, often fuelled by middle managers dealing with complaints from customers passed up the chain by frazzled frontline staff. ... read full post

Posted by:  Adam Ford , Practice Lead, Digital & Experience Design |  21 August 2019

Digital Transformation, customer experience, #CXreimagine


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20

Aug

‘P2P’ marketing and putting customers first

They are considered the big tech disruptors of the last decade - Netflix, Uber and Amazon, companies that have changed the face of video streaming, transport and shopping respectively. ... read full post

Posted by:  Richard Brown , Head of Digital and Experience Design, Intergen |  20 August 2019

Digital Transformation, customer experience, #CXreimagine


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07

Jun

Reimagining your SharePoint intranet with Office 365

Throughout my SharePoint career, one of the themes that has been a debate amongst consultants and our customers is the question of customisation. ... read full post

Posted by:  Amanda Redgard , Senior Consultant |  07 June 2019

SharePoint, Office 365, Digital Transformation, customer experience, #CXreimagine


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21

May

Microsoft Dynamics 365 for Customer Engagement and Portals: getting it right

Since the acquisition of the AdxStudio portal solution by Microsoft, clients and vendors alike have been keen to explore the value of portals, and the additional possibilities of having a solution natively integrated with a Microsoft Dynamics 365 for Customer Engagement (Dynamics 365 CE) instance - especially considering that there is a ‘free’ production portal instance available to a high number of existing and new Dynamics 365 customers . ... read full post

Posted by:  Mark Horrocks , Solution Specialist, Dynamics Solutions |  21 May 2019

Dynamics 365, customer experience, #CXreimagine, Customer Engagement, Portals


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02

May

Whose experience is it anyway?

In a previous blog I talked about some of the myriad challenges in identifying the right experiences that we should be designing. I suggested that understanding that the very human problem of cognitive bias needs to be factored in to our thinking since these biases affect how and what we design.   ... read full post

Posted by:  Mark Smith , Head of Consulting and Architecture Services, Intergen |  02 May 2019

Digital Transformation, customer experience, #CXreimagine


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15

Apr

Back to the roots? Why the traditional marketing principles still apply in the age of CX

There is no doubt that digital technology and changing customer preferences have had a major impact on the way many organisations run their marketing. CMOs have had to re-think and re-evaluate their strategies. To align themselves with the needs and wants of a modern consumer, they now have to find new ways to gain insight into their market. ... read full post

Posted by:  Katerina Thomas , Client Manager |  15 April 2019

customer experience, Customer Centric, Marketing, Data-driven marketing, #CXreimagine


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28

Mar

Getting the right experience right

We seem to be living through a time of changing rules when it comes to Experience. The town crier is walking the streets, ringing a loud and insistent bell and shouting “the old experience is dead, long live the new experience.” ... read full post

Posted by:  Mark Smith , Head of Consulting and Architecture Services, Intergen |  28 March 2019

Digital Transformation, customer experience, #CXreimagine


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27

Mar

Lessons in digital transformation from the front line: a Q&A with First Gas

We had the privilege of spending time with First Gas recently on two fronts. Firstly, we got the chance to sit down with Gerard Brown, Solutions Manager and Huw Griffiths, Information Services Manager from First Gas and ask them to talk us through their digital transformation journey. Secondly, we got to take the show on the road and talk to the audience at DX2019 about enabling your business to be successful in today’s fast paced world of technology.  ... read full post

Posted by:  Gerard Brown , Solutions Manager, First Gas (Guest Contributor) |  27 March 2019

Digital Transformation, customer experience, #CXreimagine


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25

Mar

Customer experience and advocacy: themes from DX2019

DX2019 is New Zealand’s premier digital summit held in Auckland, exploring the trends, challenges and customer experiences driving digital transformation. The sold-out conference attracts a diverse and senior audience drawn by the fantastic line up of speakers. Richard Brown, Intergen's Head of Digital and Experience Design, shares his key takeaways from the day. ... read full post

Posted by:  Richard Brown , Head of Digital and Experience Design, Intergen |  25 March 2019

Digital Transformation, customer experience, #CXreimagine


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25

Mar

Digital transformation enablement: why strategy needs to lead the conversation

Why strategy needs to lead the conversation about digital experience and transformation and why you’d better join in as marketer and information technology decision maker. Claudia Rondon recently joined Empired’s Digital Experience team as a strategist. Bringing her enthusiasm about creativity and innovation and her 15 years’ experience across multiple industry clients, she shares her thoughts in the Q&A below. ... read full post

Posted by:  Claudia Rondon , Strategist, Digital & Experience Design |  25 March 2019

Digital Transformation, customer experience, #CXreimagine


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26

Feb

Taking the opportunity to reimagine what’s possible, putting the customer at the heart of everything

Over the coming weeks and months, we’ll be focusing here on the topic of experience transformation. How do we transform the experiences we create – for our customers, users, citizens and the people within our organisations? And what role does technology play in helping us to reimagine the transformation opportunity in front of us all?  ... read full post

Posted by:  Simon Bright , Chief Operating Officer, Empired |  26 February 2019

Digital Transformation, customer experience, #CXreimagine


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27

Feb

Key considerations for organisations looking to transform customer experience

As organisations begin to understand the crucial importance of delivering exceptional customer experiences, it becomes essential to understand exactly how the business can transform the customer experience in a realistic, measurable, and timely way.  ... read full post

Posted by:  Richard Brown , Head of Digital and Experience Design, Intergen |  27 February 2019

Digital Transformation, customer experience, #CXreimagine


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04

Mar

Key considerations for people central to customer experience transformation

By 2020, customer experience will overtake price and product as the key brand differentiator . The increased focus on customer experience is naturally bringing marketing-specific technologies to the fore. Businesses can’t deliver a good customer experience, let alone an outstanding one, without the right technologies in place. ... read full post

Posted by:  Kevin Miller , Head of Digital & Experience Design |  04 March 2019

Digital Transformation, customer experience, #CXreimagine


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