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Welcome

Letter from the editor

Creative Quarter

Design thinking

Meet the team

Matthew Horsnell

Digital

Digital

Belmond

Belmond tell you about…

Destination Focus

Puerto Rico

Meet the team

Alana Dvorak

Article

The rise of Micro-Moments

Project Focus

Los Angeles

Sustainability

Sustainability

Welcome

Letter from the editor

Tom Oliver

Welcome to the autumn edition of the Ivory Quarterly Dispatch.

In this issue we dive into Design Thinking Workshops with James Hodges, Ivory’s Global Creative Director and introduce one of the newer members of the creative team, Matthew Horsnell.

We also have a guest contribution from our client manager at Belmond, introducing some of their exquisite properties and once in a lifetime experiences.

One of our producers in the US, Alana Dvorak, introduces herself (for those that don’t know her already) and has an insight article on small moments making big impact.

There is also information on how to integrate digital services, sustainability and further destination insights.

I hope you enjoy this packed edition. This is designed for you in mind, therefore if there is anything you are interested in us exploring and would be useful to you for the next edition please just let me know.

Thank you,
Tom and your global Ivory teams

Creative Quarter

Design thinking

James Hodges, Ivory Global Creative Director

As a creative director, I’ve seen first-hand how marketing can transform a business when done right. It’s not about creating something slick or beautiful for its own sake, it’s about forging meaningful connections between brand and audience.

At Ivory, one of the most important tools we use to make this happen – something that’s foundational to our approach in fact – is Design Thinking. I want to explain a little about what we mean by that.

Design Thinking is a human-centred method that acts as a framework to tackle complex brand challenges while staying aligned to business goals. It means asking questions like “what emotional need does this marketing fulfil?” or “how will it actually benefit your customers?” It’s a process of prototyping and refining messages until they resonate. We often kick off projects with Design Thinking Workshops, which bring together our team and our client’s teams to explore their challenges from multiple angles. The aim is to step into their audience’s shoes and uncover their needs, motivations, and pain points.

A recent workshop in Athens brought together a diverse group from Ivory and one of our fintech clients. The energy was inspiring, with all participants sharing ideas as we built solutions together. Considering an event environment for the client, we looked at how physical spaces tell brand stories and used Design Thinking to go beyond the aesthetics, mapping user journeys and identifying potential pitfalls.

The result was mutual understanding and a bucketload of innovative ideas to go out and develop. Design Thinking is not a buzzword, it’s a discipline. Grounded in empathy and iteration, it turns creativity into a strategic business asset. Rather than chasing awards or trends, we’re focused on solving the problems that keep clients up at night. And unlike the agencies that promise to make cool stuff, we make our clients active partners from day one.

What if the conversation started with your problems? What if the goal wasn’t just to make something that looks good, but to solve a challenge that’s keeping you up at night? Design Thinking provides a strategic, empathetic framework that puts your audience and business objectives at the very centre of every decision. Forget the black-box creativity of other agencies. Our focus on empathy, ideation and prototyping leads to marketing that is both memorable and effective.

But enough talk. We want to show you. So we’re offering a free half-day Design Thinking workshop for your leadership. This isn’t a sales pitch, but a demonstration. You choose a specific, tangible challenge for your business and we’ll work together, using our proven framework, to develop a strategic and human- centred solution.

See for yourself how this approach can transform your thinking and, ultimately, your business. Let’s stop creating “cool stuff” and start solving real problems. Get in touch now to schedule your free workshop. Contact james.hodges@ivoryworldwide.com

Meet the team

Matthew Horsnell

Creative and Experience Director

Hi Matthew, let’s start with a bit about you! Tell us a bit about your journey before becoming Creative and Experience Director at ivory.

I came to London by way of Australia and Sweden, bringing with me over 20 years of experience in shaping brands and telling stories that stick. My career has spanned industries and continents – from creating brand strategies for Stora Enso, one of the world’s oldest companies, to directing a Super Bowl commercial for T-Mobile that reached over 90 million people in one night.

Super Bowl… No pressure then! And you have a passion for brand identities…

Along the way I’ve redefined identities for global players like Skanska, crafted films for Salesforce and Slack, and directed campaigns for Volvo and Baby Björn. Big stages, small stages, live events, brand systems, film shoots – I’ve been in the thick of it, and I have the battle scars to prove it. 🙂

Thanks – that’s a lot of diverse experience. What drives you in all of these?

What drives me is helping organisations cut through the noise with design that’s as sharp as it is striking. At Ivory, that means bringing a strategic eye to brand, design, and creative across events and turning challenges into work that connects.

And how about working with the studio at Ivory

The buzz comes from collaborating with the brilliant Ivory team (and suppliers outside Ivory), pushing ideas, and seeing them come to life in ways that really move audiences.

Any final thoughts?

If I had to sum it up? I’ve learned that the best ideas usually start messy, loud, and slightly unhinged… and end up becoming the work you’re most proud of.

Digital

Jon Hodges, Digital Director

As Digital Director at Ivory, I am responsible for both the digital products we design for our clients and the technology stack our colleagues use to deliver for them. For us, digital technology is not an end in itself but a partner in creativity. Every system we choose, every automation we design, every interface we refine is in service of liberating time and energy for people to think, imagine, and create.

The modern digital landscape is saturated. Too many tools can lead to fatigue and even retreat back to older, less effective methods. Our philosophy is to integrate and simplify: building a digital environment where both clients and colleagues can act intuitively without needing to decipher complex instructions. After all, most people don’t read manuals—they expect things to simply work.


Automation is powerful here. By eliminating repetitive tasks, we give our teams back the mental space to focus on originality. At the same time, AI is changing the conversation. It can accelerate research, analysis, and even execution, but we are mindful of its double edge. Outsourcing too much risks weakening the very human qualities—curiosity, judgment, imagination—that define creative work.


That is why our digital approach is built on balance. Let machines do the heavy lifting, but never let them own the thinking. This ensures our clients receive the best of both worlds: the efficiency of technology and the irreplaceable spark of human creativity.

Belmond

Belmond tell you about…

Ivory proudly partners with Belmond and, in this episode, Louis Ramse (Client manager for Ivory) is given the mic to take you behind the scenes of Belmond – a brand we love to work with as they shares a passion for making the most from your investment.

So, introducing Belmond, a collection of hotels, trains, river cruises, and safari lodges in stunning destinations around the globe. On server stacks and in the corridors of power, great change is afoot. The world of AI is transforming almost as rapidly as the geopolitical landscape – and businesses that don’t adapt to these shifts will swiftly be left behind.

These are built around a desire to create a space where delegates can take time away from the day to day to focus on relationships and business goals; spaces where time slows down, allowing for genuine immersion and unforgettable moments.

How about taking your awarding sales teams on a truly unique incentive trip by taking guests for a once in a lifetime safari in Botswana before relaxing in The Cape Winelands at the brands beautiful Mount Nelson Hotel?

Alternatively, invest in team building with a bespoke culinary experience at Le Manoir aux Quat’Saisons with Raymond Blanc? For the ultimate investment in exclusivity, you could even charter The Venice Simplon Orient Express for a company celebration or retreat.

Belmond understands the impact of experiences that resonate long after they’ve ended. Louis has seen an increase in demand recently for events that offer a true return on investment with guests showing a genuine appreciation for what they have experienced. Take The British Pullman, a relatively simple concept as a luxury day train and yet every guest that departs, leaves with a huge smile on their faces, wanting to return for the next journey. Some having done so over 50 times!

Ivory, working closely with Belmond, can provide unparalleled access and customization. Guests can experience exclusive activities, curated itineraries, and personalized service, creating memories that provide lasting value and tailored to your objectives. Imagine your team against the backdrop of Machu Picchu from the Belmond Sanctuary Lodge, or a cocktail reception on the lawn of Hotel das Cataratas, with direct views of the Iguassu Falls.

Plus, all Belmond properties are Earth Checked and committed to supporting their local communities and having a positive impact on their local and global environment which we know is very important when scouting your next venue.

Immerse your guests in a world of luxury and create an experience where time is not just spent, but actively invested in building relationships, fostering creativity, and achieving your business objectives?

A destination focus…

Puerto Rico

If you are one of our US clients and seeking lavish experiences in a tropical setting – without even needing to pick up your passport – Puerto Rico delivers in spades. As a U.S. territory, it offers the international feel of a Caribbean escape with the convenience of domestic travel: no passport required for U.S. citizens, no international phone plan needed, and no currency exchange to worry about. That ease of access, combined with direct flights from major U.S. cities and two international airports, makes it a dream destination for meetings, incentives, and celebrations.

Puerto Rico’s event infrastructure is as diverse as its landscapes. From the opulent Antiguo Casino in San Juan to cutting-edge venues like DISTRITO T-Mobile, the island blends colonial charm with modern tech.

Luxury resorts like Condado Vanderbilt and Fairmont El San Juan offer oceanfront ballrooms and rooftop terraces, while cultural landmarks like Cuartel de Ballajá and Museo de Arte de Puerto Rico infuse events with history and soul. Whether you’re hosting a high-touch executive summit or a vibrant brand activation, Puerto Rico’s vendor network and hospitality teams are seasoned pros at delivering seamless, high-impact experiences.

Sustainability is also woven into the island’s event ethos. With eco-resorts like Parador Villas Sotomayor and botanical venues that celebrate Puerto Rico’s rich biodiversity, planners can align with green goals without sacrificing style. Add in the island’s “we’ve got you” spirit – where teams go the extra mile to remember birthdays, solve last-minute challenges, and celebrate every win—and you’ve got a destination that’s not just beautiful, but deeply human. Puerto Rico isn’t just a place to host an event – it’s a place to make it unforgettable.

Meet the team

Alana Dvorak

Snr Producer & New Business Management

I’m Alana – Texas born, Austin raised, Dallas educated, and now part of the Ivory team in Houston. I live just north of the city with my beautifully blended crew of seven kids and a passport that’s always within reach. Travel is my favorite hobby, but crafting unforgettable experiences is my favorite job.

Before joining Ivory, I spent 15 years in tech marketing (7 at Dell and 8 at HP) where I worked across product marketing, category, and brand teams to bring products to life through experiences. I’ve sat on both sides of the table: first as a client, then as a Senior Producer.

That dual perspective is my not-so-secret advantage.

I understand the internal processes, the approvals, the acronyms, and the nuance of navigating enterprise environments. I speak corporate fluently and I know how much it matters when your agency does too.

My academic background is in Marketing, Advertising, and Neuroscience, which means I approach every event as a strategic journey, not just a moment in time. I’m passionate about crafting white-glove touchpoints that resonate emotionally and intellectually—and I love integrating AI and emerging tech to elevate engagement and streamline operations.

Want to know why I first chose Ivory as a client, then as an employer?

There were a few standout reasons:

  • Accessibility: With team members around the globe, my projects had virtual 24/7 support. Things got done faster, smarter, and with fewer bottlenecks.
  • Transparency: Anytime I had a question about costs, Ivory was honest and clear. No smoke, no mirrors—just partnership. They also planned for all the little things that add up.
  • The Network: Ivory’s vendor and creative network is vast. They knew who could deliver fresh ideas within corporate guardrails, negotiate better rates, and handle curveballs with grace. Fun fact: there’s a big difference between a carnet—an international customs document—and carne—a really delicious meal. As a client I didn’t know the difference—but thank goodness Ivory did!
  • The People: This one became even more obvious once I joined the team. Ivory is made up of people from all walks of life and cultures, and yet they consistently show up for each other—and for the client. Whether it’s remembering birthdays, celebrating holidays, or simply lifting one another up, the heart of this company is its people.

Whether we’re mapping out a multi-city roadshow or refining a bespoke Executive experience, the team is here to make it seamless, elevated, and unmistakably intentional.

I’m already looking forward to what you and I will create next.

Article

The Rise of Micro-Moments:

Why Smaller Touchpoints Drive Bigger Impact

How personalization and surprise are reshaping guest journeys

By Alana Dvorak

In today’s hyper-connected world, attention is fleeting—but impact doesn’t have to be. The rise of micro-moments has transformed how our clients engage with audiences, especially in the events industry. These brief, intent-rich interactions are redefining guest journeys & increasing post-event sentiment reporting ten-fold. And science backs it up: smaller, emotionally resonant touchpoints often drive deeper engagement than grand gestures.

Google first coined the term “micro-moments” in 2015 to describe the seconds-long windows when people instinctively turn to their devices to learn, do, discover, or buy something These moments are high in intent and low in patience, making relevance and timing everything. According to Forbes, brands that master micro-moment strategy—by offering instant, personalized content—are changing the rules of digital engagement.

In events, this translates to anticipating guest needs before they’re voiced: a curated playlist waiting in the hotel room, a surprise espresso cart during a long breakout, or a personalized thank-you note that arrives post-event.

Why does this work? Neuroscience tells us that emotionally charged experiences are more likely to be encoded into long-term memory. The amygdala, which processes emotion, plays a key role in enhancing memory formation when stimuli are novel or personally meaningful.


In other words, personalization and surprise aren’t just nice–they’re neurologically sticky. And with attention spans now averaging just 8 seconds clients need agencies that are prepared to design for immediacy and emotional resonance. Micro-moments allow our clients to show up meaningfully in the margins—where your guests least expect it, but most appreciate it.

Project Focus

HP Level Reforge in Los Angeles

A White Glove, full service approach for approximately 20 retail partners from all across the globe. Including transport from their home to the airport, back and everything in between. Also includes working with another agency on site at the main event for a live streaming session launching Gaming products with global influencers.

Outside of the meetings, we organised dinners at some of Los Angeles’ most scenic restaurants such as the Little Door, LAVO & Los Angeles Yamashiro, staying at the well known Beverly Wilshire hotel (you may know this from the movie pretty woman?).

We also worked with the client to ensure everyone had time with the executive group to provide feedback and make this meeting more than a meeting – but an experience that raised the bar and proved invaluable to both the client and retail partners.

“I still think about this trip every single day. And when I look at the photos, I can’t help but feel incredibly lucky and grateful that I got to be a part of this.” —Retail Partner

“The relationship with the customer has been strengthened by showing them that we are interested in their feedback and that their presence was essential for HP. Being able to speak directly with the decision-makers at HP undoubtedly strengthens the relationship.” — Sales Manager

Sustainability

ISO Certificates 20121/14001

Ivory proudly invests in sustainability and how we can enact positive change.

We have been re-certified with the top global sustainability certifications – ISO 20121 and ISO 14001 – recognising Ivory’s determination to lead in the sector with genuine sustainable planning and outcomes.

Integral to this is our active support to our clients and assisting them with their sustainability goals.

To find out more please contact jon.hodges@ivoryworldwide.com

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