Our Blog

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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26

Feb

Key trends for experience transformation

Smart businesses are redefining their customer experience (CX) from transactional to transformational. Doing so depends on smart, effective use of emerging technologies. As a result, technology and marketing are becoming inextricably entwined. ... read full post

Posted by:  Kevin Miller , Head of Digital & Experience Design |  26 February 2019

Digital Transformation, customer experience, #CXreimagine


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07

Mar

The value of AI in CRM

Artificial intelligence (AI) has been around in businesses for a while now. If you’ve ever chatted with a ‘customer service representative’ on a brand’s website, or received a ‘you bought this so you might like that’ offer, then you’ve already interacted with AI engines. ... read full post

Posted by:  Dan Smith , Practice Lead, Data Insights |  07 March 2019

CRM, Customer Relationship Management, Digital Transformation, AI, customer experience, Artificial Intelligence, #CXreimagine


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12

Nov

AI is no longer Artificial Intelligence

Strategic predictions are always an interesting quandary to wrestle with. How far do you back medium-term predictions given today’s technology landscape is dynamic and continually evolving? ... read full post

Posted by:  Brett Gresele , General Manager, Strategic Deals and Alliances |  12 November 2018

Cloud Platform, Digital Transformation, Continuous Service, Gartner, #CXreimagine


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08

Nov

Realise Continuous Next with Empired’s Continuous Service Evolution

The keynote at this year’s Gartner Symposium introduced Gartner’s next market-forming strategy, Continuous Next . I took a great deal of interest in both the concepts expressed within Continuous Next and the outcomes such a strategy enables. ... read full post

Posted by:  Andrew Burke , Chief Technology Officer, Lifecycle Services |  08 November 2018

Cloud Platform, Digital Transformation, Continuous Service, Gartner


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08

Aug

FST Government Victoria - our take

At the end of July I attended the FST Government event, in Melbourne and co-hosted the Empired roundtable with Mark Clifford, from Sustainability Victoria. Our topic was "The Modern Workplace - reality or dream?" which brought about a discussion on people, process and technology, exploring the reasons for the inevitable gap between our AI, blockchain and bot-driven workplace aspirations, and the reality on the ground at most government agencies. ... read full post

Posted by:  Doug Baxter , Solution Specialist |  08 August 2018

Digital Transformation, Business Transformation, FST, Government


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15

Jun

Developing a data informed and agile public service: takeaways from the FST Government event in New South Wales

FST Government is about connecting the public and private sector and they hold a series of events nationally with keynotes, expert panels and presentations from various industry, or related, luminaries. Usually, there’s “something for everyone”, with a wide range of themes around the central event theme. ... read full post

Posted by:  Doug Baxter , Solution Specialist |  15 June 2018

Digital Transformation, Business Transformation, FST, Government


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24

May

How did the legendary rock band Eagles adjust and transform after a huge change?

Jan 18, 2016 I thought the world stopped. Glen Frey from the rock band Eagles – that I grew up adoring – had passed away, and I was certain it was the end of the road. No more “Hotel California” or “Desperado”. I was absolutely gutted. ... read full post

Posted by:  Lars Agger , Practice Manager |  24 May 2018

Digital Transformation, AI. Machine Learning, Big data, #CXreimagine


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13

Dec

Convergence in a nutshell and what you told us about your own digital transformation journeys

Just like a gift under the tree, we’ve wrapped up this year’s Convergence series for you so it’s easily and visually digestible, perhaps even one of the last great work reads you’ll experience before you activate your  out of office  message and head for the sunny horizon... ... read full post

Posted by:  John Bessey , Empired Group Executive GM Sales & Marketing |  13 December 2017

Digital Transformation, Intergen Convergence


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