EPAM Systems, Inc., a leading global provider of digital transformation services, has announced the launch of Empathy Lab, an AI-native agency designed to help brands navigate the evolving landscapes of commerce, marketing, and customer experience. This new initiative is part of EPAM’s ongoing efforts to leverage advanced technology to drive business growth and enhance customer engagement.

Empathy Lab is based in Europe and will operate across major European markets. The agency is built on EPAM’s 30-year foundation of pioneering advanced technology solutions for global brands. It combines industry-leading data scientists, technologists, AI experts, marketing strategists, and creatives to address the complex challenges faced by modern Chief Marketing Officers (CMOs). These challenges include mastering data, technology, customer experience, and business strategy, with increased accountability for revenue and return on investment.

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The launch of Empathy Lab also involves the rebranding of EPAM’s existing digital and marketing agency, Emakina, in Belgium and the Netherlands. Emakina has been part of EPAM since its acquisition in 2021 and has played a crucial role in driving the growth of EPAM’s Digital Engagement Practice.

Key Services Offered by Empathy Lab

Empathy Lab focuses on strategic consultancy and the development of new tech and data-enabled capabilities. It offers a suite of revenue-accelerating solutions designed to empower CMOs and Chief Digital Officers (CDOs). These solutions include:

  • Total Commerce: Enhancing revenue and margins by creating opportunities for customers to transact on their terms, making every interaction a potential shopping moment.
  • Intelligent Products: Driving business growth by developing smart products and services that capitalize on market opportunities.
  • Omni-Modal Experiences: Designing personalized customer experiences across all touchpoints, whether online, in-store, or in virtual environments.
  • Generative Loyalty: Increasing customer lifetime value by combining creativity with cutting-edge technology to offer personalized rewards and incentives.
  • Next-Gen Marketing: Transforming fragmented marketing capabilities into responsive ecosystems that engage each customer effectively, even at scale.

Empathy Lab’s Mission

Empathy Lab is driven by the belief that true brand connection is rooted in empathy. The agency aims to help brands harness the power of AI, connected data, and human creativity to foster deeper connections with consumers. By anticipating needs and detecting emotional cues, brands can design personalized, human-centered interactions that turn empathy into brand differentiation and growth.

Empathy Lab’s approach emphasizes the elevation of human creativity and connection through AI, rather than just automating tasks. This mission is centered on setting brands and brand leaders free to create, listen, and engage more deeply than ever before.

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FAQs

1. What is Empathy Lab?

Empathy Lab is an AI-native agency launched by EPAM Systems. It’s designed to help brands navigate the evolving landscape of commerce, marketing, and customer experience by leveraging AI, data, and human creativity to foster deeper customer connections.

2. What services does Empathy Lab offer?

Empathy Lab offers a suite of solutions designed to accelerate revenue growth. These include total commerce solutions, intelligent products, omni-modal experiences, generative loyalty programs, and next-generation marketing strategies.

3. How does Empathy Lab differ from traditional marketing agencies?

 Empathy Lab has an AI-first foundation, combining top creative and technical talent with industry-leading data scientists, technologists, and AI experts. It focuses on using AI not just for automation, but to elevate human creativity and connection, enabling brands to engage more deeply with their customers.

Conclusion

The launch of Empathy Lab marks a significant step forward in EPAM’s commitment to leveraging AI and advanced technologies to drive innovation in commerce and marketing. As the role of CMOs continues to evolve, Empathy Lab is well-positioned to support these leaders in navigating complex technological and customer experience challenges. With its focus on empathy-driven strategies, Empathy Lab is poised to help brands build genuine connections with consumers on a large scale.

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