Insights - Thoughts, insights and musings from the LEVO team

Stay informed with industry news, emerging trends, and insights as our team explores the latest innovations worldwide.

How AI is rewriting the rules of SEO

Published: September 17, 2025
Author: Pankaj Prasad
Digital Advisor, Advisory & Consulting

Not long ago, SEO was a mechanical exercise. Pack your copy with keywords, chase backlinks wherever you could find them, fix a few technical quirks, and watch the rankings climb. That playbook no longer works. The rise of AI agents and large language models (think ChatGPT or Gemini) is reshaping how people search for information. Increasingly, they’re bypassing the old link-and-click model in favour of direct, conversational answers. That shift is eroding traditional SEO’s dominance and forcing a rethink of how websites earn visibility. From ranking to being referenced The decline in organic traffic isn’t necessarily a reflection of bad content. It’s a sign that the rules of engagement have changed. Search engines are no longer just matching keywords, they’re weighing context, intent, and authority. Success today isn’t about squeezing onto page one of a results page. It’s more about becoming the trusted source an AI draws on to formulate its answer, a new kind of “zero-click” victory. Why the old playbook fails Traditional SEO was built for algorithms that behaved like robots. They rewarded repetition, links at scale, and technical tweaks. AI doesn’t work that way. It “reads” more like a human, evaluating meaning, relationships between ideas, and credibility. That’s why tactics like keyword stuffing or indiscriminate backlinking no longer deliver, and why even top-ranking pages are losing traffic to AI-driven summaries. A smarter way forward Adapting to this AI-first environment means shifting from optimisation for bots to optimisation for understanding. The focus is on producing content that’s clear, structured, and above all, trustworthy. The essentials: Clarity and structure: Logical headings and scannable formats help both readers and machines digest your content.Topical authority: Instead of shallow keyword coverage, aim to become the definitive resource on a subject. Credibility (E-E-A-T): Demonstrate real expertise, authority, and trustworthiness: the signals AI uses to determine reliability. Conversational writing: Anticipate the natural questions people ask and answer them directly. Tools for the transition Tech providers are already building solutions designed for AI-first discoverability. Optimizely, for example, recently announced a set of groundbreaking CMS features that go beyond traditional SEO and into AEO (AI Engine Optimisation) and GEO (Generative Engine Optimisation). The updates include: Page optimisation: Enhancing pages with GEO-specific metadata, markdown summaries, and auto-generated Q&A pairs based on content. Site-wide optimisation: Auto-generated llms.txt files to guide LLMs, plus the ability to apply GEO metadata in bulk across existing content. GEO analytics: new performance insights, including a “GEO health index” that scores content against best practices and tracks crawl patterns to detect LLM traffic. These kinds of tools will help brands ensure that content is both human-readable and machine-ready, keeping them relevant in a landscape where visibility depends on AI as much as it does on search. Blending old and new The smartest strategies combine the fundamentals: meta tags, sensible keywording, good site hygiene with AI-friendly practices like structured data and authoritative content. Done well, your site isn’t just readable, it’s reference-worthy. The opportunity ahead The shift to an AI-driven web isn’t the end of SEO. It’s the start of a new chapter in its memoir. By investing in clarity, authority, and trust, brands can position themselves not just to be found, but to be cited. The next step doesn’t have to be sweeping. Start by adding structured data to key pages, or by rewriting one cornerstone article with a stronger summary and a clearer structure. Small moves now can put your site ahead as the rules of search continue to evolve.

Published: September 4, 2025
Author: Renee Peary and Cale Maxwell
No Magic Wand - Change Management Series

It hardly matters who you talk to these days: a recent graduate, a mid-career manager, or a seasoned executive. There is a shared sense of unease. The ground feels unsteady, and people are searching for something solid. Technology, especially AI, excites and unsettles in equal measure, raising questions about work, relevance, and the future. Two patterns keep appearing. Some throw themselves into work, filling every hour to stay ahead. Others wait quietly for direction, unsure of their next move. At the top, the impulse is often swift and blunt, with leaders replacing whole teams with ready-made AI tools. These reactions are not irrational. The fear is real. The challenge is how to turn it into something useful. Why this time feels different Change management has always been about helping people move from one state to another. What makes this moment different is the speed. The shifts come fast and often, with little chance to catch your breath. Startups are built for this pace. They expect the unexpected and treat ambiguity as normal. Larger, traditional organisations are not wired that way, and the clash is showing. Most people, by nature, want stability. Yet, as Renee observed: “If you walk into a project today, assume 70–90% of the room is already at their stress threshold before you’ve even said a word.” That is the new baseline. Acknowledge before action In the past, leaders could begin a change program by outlining the plan. Today, most people arrive already carrying anxiety. The first step is acknowledgment. Name the uncertainty. Give people space to speak it aloud. Once that weight is visible, shift the focus to what can be influenced. In turbulent times, the “why” becomes the anchor. Even if the “how” and “what” change, a clear purpose offers stability. A rhythm for constant change Big organisations often reach for long-term plans, believing they will provide security. In reality, what works better is a different rhythm: short cycles, frequent reviews, and learning embedded at every stage. Decisions should be made close to the work. Teams should have autonomy within clear boundaries. It is the agility of a startup applied with the scale of an institution. The quiet power of change champions Leaders cannot guide every team personally. They need trusted champions within the business, people who can interpret and support their peers through uncertainty. This is not a side task that can be squeezed into the edges of a role. It requires investment, skill, and commitment. Healthy teams are shaped with intention. Knowing what to care about In a world of endless information, discernment is vital. As Cale put it: “If you worry about everything you’re presented with, you’ll be paralysed. The real skill now is knowing what to care about and letting go of the rest.” Not every signal requires a response. The discipline lies in focusing energy where it matters most. The opportunity in the chaos Many organisations look at AI as an efficiency tool, a way to speed up the processes they already have. The greater opportunity is to rethink the design of work itself. This may mean reimagining teams, dissolving silos, and creating roles that are broader and more adaptive, with AI as a partner rather than a plug-in. From despair to hope At this point, many feel suspended in the valley of despair. They mourn the familiar while struggling to picture what comes next. Yet people have always adapted. We will again. The path is not dramatic but steady and deliberate: recognise reality, anchor in purpose, focus on what can be controlled, build resilience, and move forward in small, meaningful steps. Leaders who do this with honesty and empathy will not just steady their teams. They will help them climb from despair toward hope.

Published: July 25, 2025
Author: Renee Peary and Cale Maxwell
No Magic Wand - Change Management Series

You can’t manage this change. You have to lead it. Generative AI has landed in the hands of your employees - and they’re already using it. Not because of a grand rollout. Not because they’ve been trained. Because it’s powerful, accessible, and often better than what your company provides. So, what now? This isn’t a tool you deploy once. It’s not a phase on a project plan. It’s not even a transformation with a clear end state. It’s a shift in how we work, learn, and lead. And most organisations are completely unprepared for it. You can’t define the future state when it keeps moving Renee put it plainly: "If you're a traditional change manager, you go, 'Cool, what's the vision? What's the future state?' But that doesn't work anymore. By the time you define it, it's already outdated." AI evolves daily. So instead of defining the destination, teams need to build the muscle for continuous learning. Small experiments. Fast feedback. Embedded wins. "We're not rolling out a new process," said Cale. "We're building the ability to adapt over and over again." Shadow AI is already in your business Let’s be real: your people are already using generative AI, with or without your blessing. Studies suggest 60–80% of enterprise AI use is happening in the shadows, meaning unapproved tools, unmanaged data, unchecked risk. "Employees are copying and pasting company info into their personal ChatGPT because the tools you've approved don't cut it," said Renee. "That's the reality." And if your policies are all about fear and lockdown? You’ll just drive that behaviour further underground. So, what works? Don’t wait for the perfect use case. Start where you are, with what you have. Build momentum. Renee put it like this: "It's not about getting everything right up front. It's about creating the space for safe, structured experiments - then learning fast." Cale added: "You need leaders who are actually in the tools, not just approving them. You need teams with time carved out to try new things. And you need someone to catch the wins and help scale them." This isn’t about top-down mandates or bottom-up chaos. It’s both. It’s creating permission, space, and structure at every level. You can’t scale experiments without structure Cale called it out: "If every team runs their own AI pilots without sharing, you get brilliance in pockets - but you're collectively deficient." You need connectors. People who spot patterns across teams. Who turn learnings into repeatable playbooks. It’s not about more change managers. It’s about rethinking the role of change entirely. "Change isn't a checklist anymore," said Renee. "It's a coaching capability. Embedded in how you lead." BAU is where value lives - and dies Projects end. Business-as-usual picks up. And that’s where most of your AI investments will either stick or stall. "BAU teams are slammed," Renee said. "They’re not set up for continuous improvement. They’re trying to keep the lights on." So you’ve got to free up time. Give them tools. Train them. Coach them. Not once - ongoing. This is not a side hustle You can't fund AI adoption like a pet project. "You can’t innovate in your spare time," said Cale. "It’s got to be part of your actual job." Create space. Reward curiosity. Don’t just tell people to play with AI - make it safe to do so. What’s the model that works? Start small. Create safe spaces for experimentation. Lead visibly. Executives should use the tools themselves. Coach the middle. Equip leaders to guide their teams. Feed the bottom. Give teams time and permission to explore. Connect the dots. Build structure around what works. AI isn’t your strategy. But it powers all of it. Cale said it best: "This is about profit. Cost. Value. Risk. If you’re not talking about AI in commercial terms, you’re just playing with toys." Renee added, "But you can’t separate that from people. You don’t get value without hearts and minds. And not just once - ongoing." Final thought: this isn’t a change to be managed. It’s a movement to guide. "The only unsafe thing right now is going slow," said Cale. You can’t treat this like a one-time rollout. It’s a cultural shift. And it’s already happening—with or without you. The question is: are you leading it, or lagging behind?

Published: June 19, 2025
Author: Catherine Hooson
Practice Director, Experience Strategy

It rarely starts with a major failure. More often, it’s the small things: a confusing form, a delayed response, a customer asked to repeat their story...again. These aren’t the kind of issues that show up red on your dashboard, but they’re the ones that are quietly pushing customers away. This was the core of my talk - From Friction to Flow - at the recent Qualtrics X4 conference in Sydney. The message resonated with everyone in the room because we have all felt it before as customers - in the not-quite-right journeys, the duplication, the missed handoffs. The reality is, friction is expensive - for customers, for teams, and for organisations alike. I've seen this play out across industries; leaders invest in big CX visions and transformation roadmaps (rightly so) but overlook the micro-frictions that chip away at trust and performance daily. The cost of good intentions delivered inconsistently? Lost loyalty. Slow growth. Burnt-out teams. This is why we created the LEVO CX Strategy Playbook. It’s not a glossy manifesto. It’s a practical guide to help you spot the real blockers and move forward with clarity. Inside, you’ll find: The five most common challenges we see holding CX back Practical strategies to reduce effort and build flow A CX Maturity Assessment to benchmark where you are, and what to prioritise next Because having a collection of touchpoints isn’t the same as having a cohesive experience strategy. And if your CX isn’t driving growth, building loyalty, or creating operational breathing room, it’s not doing its job.

Published: April 14, 2025
Author: Shane Newman
Commercial Director

Let’s not sugarcoat it. Manufacturing hasn’t exactly been the poster child for digital commerce. For an industry that literally builds everything, many manufacturers are still trying to sell with disconnected platforms, outdated ERPs, clunky portals, and spreadsheets that haven’t changed since 2004. It’s inefficient and it’s holding entire sales operations back. And at the centre of it all, a familiar phrase: “This is how we’ve always done it.” That mindset might feel safe, but it’s why so many B2B commerce programs get stuck before they start. At LEVO, we’ve seen what happens when manufacturers try to modernise on top of broken foundations: Custom portals built around legacy ERP data structures Pricing and approvals managed manually Product content scattered across emails, PDFs, and tribal knowledge Customer self-service that’s anything but As a result, you’ll often find teams drowning in manual processes. Customers frustrated with outdated buying experiences. And transformation projects that drag on for years without delivering real outcomes. So, we built Catalyst: a B2B Commerce Accelerator tailored to how manufacturers and industrial suppliers operate. Not a template. Not a slide deck. A fully working, production-ready product that gives businesses a modern, composable foundation - without starting from scratch. What Manufacturers Actually Need from B2B Commerce Manufacturers don’t need 1,000 features out of the box. But they do need the essentials to work properly. Catalyst delivers: Account-based commerce: Contract pricing, quote workflows, purchase approvals, and credit application built in. Personalisation at the company level, not just the user. Because buyer roles, cost centres, and product entitlements are rarely one-size-fits-all. Structured content via CMS and DAM so you’re not relying on Barry from Ops to find the latest product PDF. Search that actually works (hi Algolia), and product structures that reflect your catalogue logic - not Shopify’s. Stop Rebuilding from Scratch We say it often because it’s true: most manufacturers don’t need to reinvent the wheel. The requirements for B2B commerce are surprisingly consistent across categories, industries, and markets. That’s why Catalyst is opinionated by design. It gives you a structured, scalable, and modern starting point that reflects what actually works in B2B - without forcing you into a rigid, one-size-fits-all box. You still get flexibility. You still get control. But you also get to launch faster, with fewer unknowns and a whole lot less guesswork. "Most manufacturers don’t need a blank canvas. They need a proven foundation and the flexibility to evolve. " Commerce Is Just One Part of the Lifecycle For manufacturing businesses, the transaction is just one moment in a much bigger relationship. Catalyst is designed to support the entire lifecycle - from onboarding and account setup to order tracking, reordering, account reconciliation, and collections. Because in B2B, we know it’s about the long game: Helping customers self-serve more of the process Giving reps the tools to sell smarter Reducing the admin load for finance and ops Making the whole thing feel like it belongs in 2025. Not 2005. Why Better Search Drives Revenue 70% of B2B buyers start their product research with a generic search. And 50% will abandon a purchase if they can’t find what they need quickly. Catalyst doesn’t just plug in search - it leverages advanced search frameworks like Algolia to power intuitive, relevant product discovery. That means fewer abandoned carts and more repeat orders. “Solve search, and you solve a significant part of the experience. ” — B2B ECommerce Association Content That Works (Without the Fire Drills) One of the biggest hidden costs in manufacturing commerce? Product content. Tribal knowledge. Outdated PDFs. Content buried in emails or old drives. Catalyst solves this by giving you structured content management through CMS and DAM from day one. So your team - and your customers - can always find what they need. Results That Speak for Themselves You don’t have to start from zero. Catalyst delivers measurable outcomes from the start: Faster quote cycles (up to 30%) Higher repeat order rates (20%+) Lower reliance on manual intervention for pricing, approvals, and ordering And it’s not just about tech. It’s about building a repeatable, scalable system that works across your business. The Final Word Digital transformation doesn’t mean shiny dashboards. (Well, it does—but not only that.) It means giving your customers, teams, and business the tools to work better every day. Catalyst is how we do that. Modern tech. Real product. Built for B2B. And yes, it works with your ERP. If you’re tired of being stuck in “how we’ve always done it,” maybe it’s time to start with something different. Let’s talk.

Published: October 9, 2024
Author: Bryony Weiss
Director of Strategic Design

Contact centres have been the quiet champions of customer experience, managing the daily deluge of inquiries with little recognition. But with the emergence of Voice AI, these unsung heroes are about to get a tech upgrade. Imagine this: You call a customer service line, and instead of being greeted by the familiar hold music (goodbye, pan flute rendition of "Yesterday"), you're immediately connected to an AI assistant that seems to anticipate the reason for your call. This isn't science fiction—it's the near future of customer service, powered by innovative Voice AI solutions. And no, it won't ask you if you've tried turning it off and on again... unless that's actually the solution. With companies like PolyAI teaming up with AWS to create next-gen voice AI, it’s not far-fetched to think this could soon be the norm. These AI systems are getting good at analysing context and tone, making your conversation feel less like a chore and more like a chat. Efficiency has been the Achilles’ heel of contact centres for years, with long waits and tedious hold music enough to test anyone’s patience. But what if your routine, “Where’s my order?” questions were handled swiftly by an AI, like the one from Meta that can engage in human-like conversations? Now, your more complex issues could be passed on to a human agent, who’s suddenly free to focus on the tricky stuff. This isn't just about reducing wait times; it's about elevating the quality of every customer interaction. Soon, "Your call is important to us" might actually be true! But there’s no need for panic—Voice AI isn’t here to replace human agents. It’s more like a co-pilot, whispering real-time insights into their ear. Whether it’s pinpointing the customer's mood or suggesting the next best step, AI is becoming the digital equivalent of that one colleague we all know with immaculate attention to detail. With tools like GreyLabs AI analysing conversations for hidden trends, agents are going to be more equipped than ever to handle even the toughest calls with confidence. Beyond just answering calls, Voice AI is helping contact centres evolve in real-time. By analysing speech patterns and feedback, companies can continuously improve their service. It’s like having a coach that’s always refining your playbook, ensuring you’re always one step ahead. And with platforms like WellSaid unveiling new features like verbal cues and phonetic respellings, even the way AI speaks is undergoing a transformation. At LEVO, we believe in more than just adopting new technologies - we're here to help you harness them to their full potential. LEVO offers strategic guidance, ensuring that Voice AI is seamlessly integrated into your existing systems. Our approach is holistic: we help design customer journeys that blend AI's efficiency with the irreplaceable human touch. We don't just set up the technology; we work with brands to continuously refine it, driving improvements in real-time and ensuring that your customer interactions are as meaningful as they are efficient. As we look to the future, it's clear that the goal of integrating Voice AI into contact centers isn't to create a fully automated experience, but rather to enhance and elevate human interactions. We're moving towards a model where technology amplifies what human agents do best—connecting with customers on a personal level. While the idea of AI-driven customer service might seem futuristic, the reality is more nuanced and exciting. When implemented thoughtfully, Voice AI has the potential to redefine the boundaries of what's possible in customer service, setting new standards for personalised, efficient, and genuinely engaging customer experiences. And who knows? The next time you call a contact centre, you might find yourself enjoying the conversation.

Published: October 9, 2024
Author: Aimee McBride
Senior Experience Designer

Imagine you’ve just welcomed a new employee into the office. They’re sharp, lightning-fast, and can crunch information before you’ve even settled in for the morning. At first glance, they’re the dream hire, ready to make their mark on your workplace. But, as with any new recruit, there’s more to success than sheer smarts. You want them to make intelligent decisions, sure, but you also need them to follow the processes already in place, treat everyone fairly, and understand the company culture. Let’s call your new recruit AI. That’s exactly where the government’s new AI framework comes into play. While the framework might have been designed for public service, its lessons are just as valuable for businesses. After all, the success of your AI depends on more than just raw power. It’s about ensuring that it plays by the rules, integrates seamlessly with your team, and, perhaps most importantly, avoids a “runaway robot” scenario. So, how do you make sure AI is the employee of the year and not a liability? Here’s the onboarding checklist every business needs right now: Fairness. No one likes the colleague who plays Favorites, and AI is no different. Just because it's a machine doesn’t mean it’s free from bias. In fact, algorithms can inherit biases if they’re not properly managed. Imagine AI screening resumes for your next hire, but unintentionally excluding qualified candidates due to biased data. Not ideal. Ensuring fairness means programming AI to make decisions that are as objective as possible. Your AI should be a force for good - making sure everyone gets a fair shot. Transparency. Because no one likes to be kept in the dark. Whether it’s your employees wondering why a decision was made, or your customers curious about who (or what) is handling their data, transparency is key. If AI is quietly pulling strings behind the scenes, it’s crucial to communicate that openly. Let people know how AI is being used within your business - whether it's optimising supply chains, answering customer queries, or even predicting future trends. It’s about building trust, and trust comes from openness. Responsibility matters too. Sure, AI is incredibly efficient. It can automate tasks, make decisions at lightning speed, and analyse vast amounts of data in a way humans simply can’t. But just because it can, doesn’t mean it should - at least not without careful oversight. Regulations around AI are constantly evolving, and it's essential to stay ahead of the curve. Think of it like this: you wouldn’t give a new employee free rein to do whatever they want without understanding the company policies. AI is no different. Keep it efficient, but responsible - always operating within the latest legal and ethical guidelines. And finally, be future-ready. AI is advancing faster than you can say “machine learning.” But with that speed comes a need for constant adaptation. Hopefully, you wouldn’t let a stellar employee stagnate without any professional development. The same applies to AI. As technology evolves, your teams need to stay up to date, learning how to work alongside AI and making sure your systems are always on the cutting edge. It’s not just about keeping up- it’s about staying ahead, making sure your business is ready for whatever the future holds. And of course the story of AI is still unfolding, and businesses have a unique opportunity to help write the next chapter. The government is inviting feedback on its AI policy, giving organizations like yours a chance to weigh in on the guidelines that will shape the future of AI in Australia. This is your moment to ensure that AI doesn’t just meet today’s standards but sets the bar for the future—fair, transparent, responsible, and always evolving. Have your say on AI policy: Feedback link Learn about the government’s AI framework: Framework link

Published: September 4, 2024
Author: Renee Peary
Senior Change Manager

B2B commerce projects can be a real challenge. They’re not just complex from a technical standpoint—there’s also a lot of heavy lifting involved when it comes to change management. When you're transforming how businesses operate on such a large scale, you need more than just good technical execution; you need a solid plan to help everyone adjust to the new way of doing things. The unique challenges of B2B commerce One of the trickiest parts about B2B commerce is that it’s not just about getting a single person to adopt new technology. In most cases, you're dealing with entire teams or even multiple departments. Each of these groups has its own processes, expectations, and ways of doing things. So, when you introduce a new system, you’re asking a lot of people to change how they work—and that’s no small task. Balancing internal and external change When we talk about change management, it’s important to think about it from two angles. First, there’s the internal change within your own organisation. You need to make sure your team is ready for new processes, tools, and possibly even new roles. This means lots of communication, training, and support to get everyone on board. But there's another layer to consider: how your clients will handle the change. It's not just about getting the technology up and running on your end—you also need to think about how your clients will embrace this new experience. The key contacts at your client’s business are crucial here. They’re the ones who will need to get their teams excited about the new system and ensure it’s fully adopted. If they struggle with this, your project might not hit its full potential. Why B2B change management is non-negotiable This is where change management becomes absolutely essential. You can’t just focus on your internal team and hope for the best when it comes to your clients. Successful B2B commerce projects require a dual approach: managing the change within your organisation and supporting your clients as they manage it within theirs. Think about it this way—your key client contacts need to be change champions within their own businesses. They need the right tools and frameworks to help their teams transition smoothly to the new system. Without this support, the technology might never be fully embraced, and that’s a missed opportunity for everyone involved. Helping clients navigate their own change Here’s where you can really stand out. There’s a huge opportunity to help your clients manage change more effectively. By providing them with the support they need—whether that’s through a structured change management framework, tailored training programs, or ongoing consulting—you can help them navigate the challenges of rolling out new technology across their teams. When you invest in helping your clients manage change, you’re not just ensuring they adopt the new system - you’re also helping them see the full value of it. This can lead to increased orders, higher average order values, and a stronger relationship between you and your clients. The power of change management in B2B commerce At the end of the day, getting people to adopt new technology is never guaranteed, especially in the complex world of B2B commerce. This is why change management isn’t just a nice-to-have—it’s a must-have. As you dive into your next B2B commerce project, take a moment to think about the role of change management. How can you apply these principles not just within your own organisation, but also to help your clients manage change within theirs? By doing so, you’ll set the stage for a smoother transition, better adoption rates, and ultimately, greater success for everyone involved.

Published: August 31, 2024
Author: Apsara Rajaindran
Client Engagement Director

Universities today are facing what many are calling a once-in-a-lifetime upheaval. With disruptions coming from every direction, the landscape of higher education is rapidly changing. The recent Universities Accord Final Report, commissioned by the Federal Government, has an ambitious target of lifting the attainment rate of tertiary education among the population from the current 60 per cent, to 80 per cent by 2050, emphasising just how significant these changes are. To reach this ambitious goal, universities will need to attract and support a much broader range of students, fundamentally rethinking how—and why—they deliver education. Amid these challenges, Federation University Australia, a leader among regional universities with a strong commitment to supporting return-to-study students, recognized the need for a robust digital presence that could adapt to these new demands. They turned to LEVO to help reimagine their public-facing website, and together, we embarked on a journey to create a platform that would not only meet the needs of today’s students but also be prepared for the challenges of tomorrow. Federation University has a long history of serving its regional communities and diverse student body. As the higher education sector faces increasing pressure, the university knew that its digital presence had to be more than just a website—it needed to be a dynamic, user-friendly platform that could cater to the unique needs of non-traditional students. This was not a project to be taken lightly. Federation University approached the redesign with a clear vision and a hands-on attitude, working closely with our team to ensure that every aspect of the new site aligned with their mission. They weren’t just looking for a cosmetic update; they wanted a digital experience that would truly reflect their commitment to accessibility and flexibility in education. One of the biggest challenges we faced was the timeline. With just six sprints to completely redesign and implement the website, the pressure was on to deliver a high-quality, user-focused platform within a very short period. We adopted an agile approach, with our design team working ahead of the developers to keep the project on track. This method allowed us to stay flexible and make continuous improvements along the way. Federation University’s active participation and quick decision-making were key to overcoming the timeline challenge. The new site is designed to serve a wide range of users, from prospective students to existing. It was more than just a digital facelift - it’s a platform that supports the university’s commitment to accessible, flexible education and positions them for continued success in a rapidly evolving sector. The revitalised public website is just the first step in Federation University’s digital transformation strategy, with plans in place to further enhance the user experience for both students and staff.

Published: May 19, 2024
Author: Cale Maxwell
CEO

In today's hyper-competitive market, it's crucial to focus on what your own audience values most rather than blindly following competitors ( see our article on Tech FOMO for more on this topic). With financial constraints tighter than ever, understanding and innovating around your audience's values is key. Australia Post’s eCommerce Industry Report 2024 offers valuable insights into consumer behaviours and trends that can help businesses align their strategies with what really matters to their customers. The importance of understanding consumer values What the report can help us understand is the importance of knowing and catering to the values of different consumer groups. For instance, sustainability has become a significant factor for many shoppers, particularly among younger generations. According to the report, 93% of Gen Z shoppers prioritise sustainability and ethical practices when making purchasing decisions. This means that businesses looking to attract and retain these customers must demonstrate their commitment to environmental and social responsibility. Innovating around consumer expectations Innovation in response to consumer values isn’t just about having the right products; it’s about creating an overall shopping experience that aligns with those values. The report highlights several trends that businesses can leverage: Seamless returns policies : Nearly 76% of online shoppers read a website’s return policy before making a purchase. A hassle-free return process can significantly enhance customer satisfaction and loyalty. For example, homewares retailer Adairs has successfully implemented a 90-day returns policy for its loyalty program members, making the customer experience as flexible and pleasant as possible. Sustainability and transparency : Consumers are increasingly wary of greenwashing, where companies falsely claim or exaggerate their environmental efforts. Brands like ALÉMAIS are setting a benchmark by being transparent about their supply chains and sustainability practices. This builds trust and loyalty among consumers who are keen to make responsible choices. Leveraging omnichannel strategies : The report underscores the importance of an omnichannel presence, noting that 60% of businesses found it improved customer engagement. Pop-up shops and market stalls offer a cost-effective way to maintain a physical presence and directly engage with customers. Rikki Gilbey’s WAW Handplanes started at local markets and has now expanded globally, showing the power of direct customer interaction in building a brand. Embracing recommerce : The rise of recommerce, or the resale of secondhand items, is another trend highlighted in the report. Programs like Birdsnest’s Rehatched platform not only support sustainability but also offer customers affordable alternatives. This approach caters to the growing market for secondhand goods, valued at over $60 billion in Australia. Personalising customer experiences with AI : Artificial Intelligence (AI) is revolutionising eCommerce by enabling personalised shopping experiences and predictive analytics. The report notes that AI can automate tasks, streamline order processing, and provide valuable insights into consumer behaviour. Retailers can use AI to tailor offers based on customer preferences, enhancing online and in-store experiences. At LEVO, we embed research at the core of our strategic design process. Whether through our own team conducting interviews, facilitating workshops, analysing data, or undertaking a comprehensive consumer market scan in partnership with our sister agencies Hall and Partners or Perceptive , research helps us prioritise your capital where it will generate the greatest value for you and your customers. Reports like the Australia Post eCommerce Industry Report 2024 provide a great start in understanding the macro trends across our commerce landscape. By focusing on these insights, we ensure your investments yield the best returns and align with what your customers truly value.

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Insights - Thoughts, insights and musings from the LEVO team

How AI is rewriting the rules of SEO

Leading through the valley of despair: Change management in an age of acceleration

Ai is already changing your business. Are you letting it?

Your CX strategy might be costing you more than you think

Manufacturing Has Evolved. So Should Your Commerce Platform.

Hold The Hold Music: Why Your Next Customer Service Call Might Just Surprise You

Meet Your New Hire: AI

Why change management is key to successful B2B commerce projects

LEVO Latest: Federation University’s Website Overhaul

Understanding your target demographic: Key insights from Australia Post’s eCommerce Industry Report 2024