5 Helpful Hints… for Customer Journey Mapping

5 Helpful Hints… for Customer Journey Mapping

By Maz Amirahmadi · 21 June 2019 · 6 minute read

Customer Journey Mapping (CJM) is a powerful means to align cross departmental teams towards a future vision of the customer relationship. This article builds on our recent post on creating Personas which is an important first step in any CJM initiative because it helps us understand the human context in which their experience happened. So, here are 5 Helpful Hints...

Masters of Insights, Researchers of the Future

Masters of Insights, Researchers of the Future

By Scott Lee · 24 May 2019 · 6 minute read

21st May 2019, Hong Kong Phew…not just one, but two events in one day! Over 120 Professionals gathered at our breakfast event "How to Master Customer Insights for Growth in Asia" in Causeway Bay to hear how leading brands such as Cathay Pacific, L'Oréal and HSBC are transforming the way they interact with their customers. In the evening, industry experts,...

6 helpful hints… for creating Personas

6 helpful hints… for creating Personas

By Scott Lee · 20 May 2019 · 5 minute read

Creating and developing customer Personas requires creativity, system 2 thinking, and frankly, a fair bit of hard work. So, it’s important there’s impact to the business at the end of it. Here’s our view on how you can make sure you get the impact you’re looking for: #1 - Engage the internal stakeholders early in the process Customer Personas are...

Taking a Journey into Customer Centricity

Taking a Journey into Customer Centricity

By Michael Ellis · 8 April 2019 · 1 minute read

A Journey Into Customer Centricity in Bangkok A fantastic event with over 75 clients from well-known international and Thai companies across various sectors such as Finance, Insurance, Automotive, and Consumer goods, came to hear about how we may better listen to our customers and so make more impactful business decisions. Maz Amirahmadi (CEO) ABN Impact, shared his personal career experience...

A Celebration of Customer Centricity in Manila

A Celebration of Customer Centricity in Manila

By Mark Alvarez · 17 December 2018 · 2 minute read

The vibe was there. You could feel it in the air. A passion to #GetClose. To do what’s right by the customer. It was November 28th, Shangri-La at the Fort, where around 100 professionals had gathered to hear how human insights lead to stories and strategies that transform customer experience. It was ABN Impact Philippines' inaugural event... and it was...

ABN Impact appoints Joe Wheller as Executive Director, Hong Kong

ABN Impact appoints Joe Wheller as Executive Director, Hong Kong

By Scott Lee · 5 November 2018 · 1 minute read

ABN Impact is pleased to announce the appointment of Joe Wheller to the role of Executive Director in Hong Kong. “We are now managing over 30 insight communities on behalf of our clients in Hong Kong,” says ABN Impact Managing Director, Scott Lee. “This is giving our clients unprecedented access to what their customers feel, think, and do, through a...

Liz Berks to the fore in Singapore

Liz Berks to the fore in Singapore

By Maz Amirahmadi · 10 September 2018 · 1 minute read

Very happy to announce that Liz Berks has joined us to head up the Singapore office as Managing Director. As a member of the leadership team at Vision Critical (VC) in Sydney, Liz was well known to us. Liz spent five years at VC and T Garage focusing solely on insight communities and her experience will bring a new dimension...

Ready Steady Go… ABN Impact Philippines is up and away!

Ready Steady Go… ABN Impact Philippines is up and away!

By Maz Amirahmadi (pictured left) · 21 August 2018 · 1 minute read

We’re up and running in the Philippines, our seventh office in the region. The business in Manila will be headed by Managing Director Mark Alvarez (pictured right) who joins us from AXA Philippines. During his time with AXA, Mark set up and led the MyAXA Cafe customer community. The community initiative won the Silver Award at the Efma Accenture Innovation...

Our ABN Singapore office has moved to WeWork 71 Robinson Road

Our ABN Singapore office has moved to WeWork 71 Robinson Road

By Maz Amirahmadi · 9 April 2018 · 1 minute read

It's been great working in a shop-house environment for the past 4 years in Singapore, but time for us to move on. We're happy to keep the collaboration vibe alive in our new office at WeWork 71 Robinson Road. Pop by for a free beer...or two!! https://youtu.be/wQ1nNUVGmyo

How Top Brands Lead with Relationships

How Top Brands Lead with Relationships

By Scott Lee · 2 April 2018 · 2 minute read

Some two hundred customer experience professionals gathered in Hong Kong to discover how leading brands are building emotion-rich brand experiences, while improving customer lifetime value and market share through customer relationships. We learned firsthand how Mandarin Oriental, Asia Miles, CSL, Sun Life Financial and Infiniti Motor Company are using insight communities to take the guesswork out of multi-million-dollar initiatives with...