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Article:

The Electrical Power Outage:
A Customer Experience Challenge

December 5, 2023

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.

Joseph Smith

Experience Insights

Level5 Perspective:

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

November 30, 2023

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.

Efram Lebovits, Evin Demirli, Laura Richard, Andrei Flueraru

Strategy

Article:

Promises Kept: The Importance of Connecting Product Strategy to Corporate Strategy

November 22, 2023

Efram Lebovits, James Hunter, and Erika Siegert share why an evidence-based Product Strategy plays a critical role in supporting an organization’s broader strategic direction while also outlining how the underlying set of promises will be consistently kept.

Efram Lebovits, James Hunter, Erika Siegert

Experience Insights

Article:

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

November 9, 2023

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’.

Laura Richard

Experience

Article:

Unlocking Personalization:
A Pragmatist’s Approach

September 20, 2023

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

Ian Madell, Andrei Flueraru, Erika Siegert

Illustration of various travel items in the tourism industry.

Insights Transformation

Article:

Navigating Emotional Decision-Making in the Travel and Tourism Industry

September 6, 2023

Despite economic headwinds in 2022 and 2023, the tourism industry remains resilient thanks to several factors that are reshaping the industry.

Evin Demirli, Carolyn Adams

Experience

Article:

The Promise Consistently Kept: Unlocking Employee Engagement and Retention

August 16, 2023

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.

Laura Richard, Peter Bowman

Strategy

Article:

Understanding the Value of Your Brand

July 27, 2023

Brand valuation is the process of determining the monetary value of a brand. It involves analyzing and measuring the various components that contribute to building and maintaining a strong brand and can be calculated by exploring total costs, market value, or future economic value.

Laura Richard, Jonah Zgraggen