How organizations can become leading customer-centric organizations?
Customer-centric organizations prioritize gaining a deep understanding of what motivates behaviour and align both the promises they make to customers and their own strategic ambitions with customer wants and needs.
Aaron InocencioApril 4, 2024
From Promise to Performance:
A Blueprint for Unlocking Customer Centricity
A Blueprint for 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?
Aaron InocencioJanuary 23, 2024
Beyond Level5:
Laura Richard
Laura Richard
Sport and physical activity have remained an important part of Laura Richard's life. Recently, she was named the Chair of the Board at ParticipACTION, giving her the exciting opportunity to extend her impact beyond the firm!
Aaron InocencioDecember 12, 2023
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.
Aaron InocencioNovember 30, 2023
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’.
Aaron InocencioNovember 9, 2023
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.
Aaron InocencioAugust 16, 2023
Understanding the Value of Your Brand
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.
Aaron InocencioJuly 27, 2023
Playing to Win: The Ideal Sportsbook Brand in a Nascent, Crowded Market
As the legal market for online gaming in Ontario moves into its second year, the market experiences growth and stability. With anticipated brand consolidation, exits, and new provincial markets opening up, the question arises: How will the dozens of competitive sportsbooks set themselves apart?
Aaron InocencioJune 22, 2023