Our Blog

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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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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08

Oct

More intelligence, less work: How to design a data-driven marketing strategy that rocks

When it comes to data-driven innovation and campaigns, there are a few brands that are hard to beat. Think of Amazon, Netflix or Spotify. What do they have in common? They provide exceptional customer experience, they are great innovators, large global brands – and they recognise the strategic value of customer data.  ... read full post

Posted by:  Katerina Thomas , Client Manager |  08 October 2018

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


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27

Aug

Five things I've learned about innovation (from a marketer's perspective)

There are a few things in life that are regarded as big decisions. Moving overseas, getting married, having kids, buying a house – and changing careers. ... read full post

Posted by:  Katerina Thomas , Client Manager |  27 August 2018

customer experience, Customer Centric, Marketing, #CXreimagine


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15

Aug

The value of storytelling

Last night I had the pleasure of listening to a presentation by Microsoft’s Miri Rodriguez on storytelling. As some of you will know I am a big believer in sharing knowledge and experience, so it was interesting to hear how Microsoft are using this in their business. For those of you who couldn’t attend, here are my takeaways. ... read full post

Posted by:  Paula Smith , Practice Manager, Cloud Solutions |  15 August 2018

customer experience, Storytelling, #CXreimagine


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14

Aug

Making your AI business case too big to fail (Part 2)

In part one we talked about your bot preparation; where it will live, what its capabilities will be and choosing a platform to build it on – now let’s design it. The main thing you’re designing is the conversation. These fundamentals will give your bot a good start in life but remember, to grow it needs to constantly learn and evolve. ... read full post

Posted by:  Adam Ford , Practice Lead, Digital & Experience Design |  14 August 2018

AI, bot, customer experience, #CXreimagine


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