Experience

From Promise to Performance:
A Blueprint In Unlocking Customer Centricity

In today’s turbulent market, being customer-centric isn’t just an advantage; it’s essential for protecting your market position and continuing to drive growth. But what does it truly mean to be customer-centric?

RockStarJanuary 23, 2024

two briefcases with an airplane in the background

Experience

The Value of Brand Loyalty:
Bryan Pearson’s Trailblazing Journey with Air Miles

In the newest episode of The Brand-Driven CEO series, David Kincaid is joined by Bryan Pearson, former CEO of LoyaltyOne, for a fascinating conversation about the history of Air Miles and the core areas of focus that contributed to the success of the organization during Bryan's tenure.

RockStarDecember 13, 2023

Experience

The Electrical Power Outage:
A Customer Experience Challenge

Level5 recently supported a multi-national utility company to identify opportunities to deliver a better customer experience at a critical customer moment: the power outage.

RockStarDecember 5, 2023

Insights Experience

Rethinking the Lottery Proposition: New Players, New Realities, New Dreams

With younger Canadians 1/3 less likely to play the lottery, Efram Lebovits, Laura Richard, Evin Demirli, and Andrei Flueraru dive into the evolving dynamics and discuss what this means for the future of lotteries in our latest edition of The Level5 Strategy Perspective.

RockStarNovember 30, 2023

Experience Insights

Evolving Customer Experience in Financial Services: Insights from the CXFS Summit

Principal Laura Richard recently participated in the annual Customer Experience for Financial Services (CXFS) Summit in Toronto, including hosting a fireside chat titled ‘Mapping the Customer Journey for an Improved Customer Experience’.

RockStarNovember 9, 2023

Experience

Unlocking Personalization:
A Pragmatist’s Approach

Personalization is a commitment to delivering relevant, timely and contextual experiences at meaningful moments along the customer journey.

RockStarSeptember 20, 2023

Experience

The Promise Consistently Kept: Unlocking Employee Engagement and Retention

Engagement and retention are the product of two elements, the promise (or commitment) an organization makes to their staff, and their ability to consistently keep that promise.

RockStarAugust 16, 2023

Experience

Patient-Centered Care: Designing a Thoughtful Healthcare Experience

Aligned with his interest in the healthcare sector, Level5 Analyst Jordan Tepper brings Patient-Centered Care to light through the lens of core Level5 methodologies.

RockStarMarch 28, 2023

Experience

Operationalizing Customer Experience: Four Important Steps to Translate Customer Journey Mapping into Tangible, Actionable Initiatives

In the second article in his Operationalizing Customer Experience series, Manager Joseph Smith outlines the Level5 approach towards an implementation plan driving ROI.

RockStarMarch 1, 2023

Experience

Operationalizing Customer Experience: The Pain Points

Level5 Manager Joseph Smith offers insight into three key pain points organizations face as they embark on their journey to operationalize customer experience strategies.

RockStarFebruary 6, 2023

Experience

From Promise to Performance:
A Blueprint In Unlocking Customer Centricity

The Value of Brand Loyalty:
Bryan Pearson’s Trailblazing Journey with Air Miles

The Electrical Power Outage:
A Customer Experience Challenge

Rethinking the Lottery Proposition: New Players, New Realities, New Dreams

Evolving Customer Experience in Financial Services: Insights from the CXFS Summit

Unlocking Personalization:
A Pragmatist’s Approach

The Promise Consistently Kept: Unlocking Employee Engagement and Retention

Patient-Centered Care: Designing a Thoughtful Healthcare Experience

Operationalizing Customer Experience: Four Important Steps to Translate Customer Journey Mapping into Tangible, Actionable Initiatives

Operationalizing Customer Experience: The Pain Points

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