Blog - Thoughts, insights and musings from the LEVO team

Stay up-to-date with the latest industry news as our team explores new innovations, trends and insights from across the globe.

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

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.

Published: April 26, 2024
Author: Mohamed Elgharabawy
Head of Composable Technology

At LEVO, we take great pride in the diversity of our team, which spans across continents, from Australia, New Zealand, and the UK, to France, Brazil, Poland, China, Indonesia, and India, among others. In this article, I aim to delve into how LEVO not only celebrates this remarkable diversity but also navigates the challenges and embraces the opportunities it presents. Time Zones Navigating different time zones and locations is undoubtedly one of the most significant hurdles we encounter. Coordinating meetings and deadlines across multiple time zones requires meticulous planning and adaptability. However, rather than viewing this as a barrier, we've learned to embrace it as an opportunity to enhance flexibility and efficiency in our communication and project management. We have learned that not everything needs to be a meeting. Encouraging a note-culture can go a long way in eliminating unnecessary meetings and keeps work flowing smoothly. Additionally, we've found that allowing team members to start their days early or late to get a better crossover with their teammates enables more productive and easier communication. This flexibility is particularly beneficial for working parents who may need to adjust their schedules to accommodate family responsibilities during the day, ultimately promoting a healthier work-life balance for all team members. Communication Effective communication lies at the heart of our multicultural team. With team members representing diverse cultural backgrounds and linguistic fluencies, it's essential to be mindful of potential language barriers and communication styles. We've discovered that fostering a culture of open communication, active listening, positive assumptions, and empathy is key to ensuring everyone feels heard and understood. Regular team check-ins, one-on-one meetings, and language exchange initiatives have enabled us to build strong relationships and foster mutual respect within the team. Moreover, we've leveraged screen recording apps to facilitate handovers between developers, reducing the need for lengthy meetings and ensuring clear and concise communication of project updates. This approach has proved particularly beneficial for team members where English is their second language, allowing them to review instructions at their own pace and refer back to them as needed. Additionally, we place a strong emphasis on ensuring requirements are clear and well-defined before team members start working on tickets. By setting them up for success from the get-go, we minimise the risk of misunderstandings and rework, ensuring efficient project delivery and maximising productivity. Cultural & Religious Sensitivity At LEVO, we deeply value and respect the diverse backgrounds, religions, customs, and traditions of our team members. We actively incorporate this awareness into our everyday interactions and decision-making processes. For example, recognising the significance of cultural and religious holidays, we encourage team members to share their cultural practices and traditions with the rest of the team. Our teams also have the freedom to swap any public holidays they don’t celebrate with ones that are more significant to them. This not only fosters a sense of belonging but also promotes cross-cultural understanding and appreciation. On a personal note, as a Muslim member of the LEVO team, I appreciate the flexibility to block time for my Friday prayers and then replace that time later. This accommodation allows me to honour my religious obligations while ensuring that my work responsibilities are met. Additionally, our company provides prayer rooms that are available for use by anyone from any faith during working hours, further demonstrating our commitment to inclusivity and respect for diverse religious practices. Work-Life Balance Maintaining a healthy work-life balance can pose a challenge, particularly when team members are spread across different time zones and cultural contexts. To address this challenge, we prioritise flexible work arrangements and encourage team members to set boundaries and manage their time effectively. Providing access to resources for mental health support and promoting wellness initiatives, such as our Employee Assistance Program (EAP), further contributes to fostering a supportive and inclusive work environment. As a service organisation that delivers projects, we understand the importance of meeting deadlines while also ensuring the well-being of our team members. Sometimes, the workload can be demanding, and we have to work hard to hit deadlines. However, we strive to strike the right balance between productivity and personal well-being. Encouraging open communication and transparency, we collaborate with our clients to establish realistic project timelines and manage expectations effectively. This approach not only enables us to deliver high-quality work but also ensures that our team members feel supported and valued throughout the process. Using Diversity To Our Advantage So far, we have talked about some challenges and discussed how we have made it work. However, embracing workplace diversity isn't just about navigating challenges; it's about harnessing the unique strengths and perspectives of each team member to drive innovation, creativity, and success. By leveraging our differences as assets rather than obstacles, we can create a dynamic and inclusive environment where everyone feels valued, respected, and empowered to contribute their best. Together, let's continue to celebrate diversity, champion inclusion, and reap the countless benefits of working in a truly diverse and vibrant team.

Published: April 26, 2024
Author: Cale Maxwell
Chief Executive Officer

The field of marketing has seen a surge of omnichannel strategies leading to an unprecedented rate of content production. Despite this, the processes supporting content creation have remained largely manual and unchanged over the years. This is in stark contrast to other industries like software and product development, where standardized lifecycles and systems like JIRA and Azure DevOps have brought consistency and efficiency to the table. Content development, however, lacks such a recognized, standardized process, leaving a significant gap in the market. The Evolution of Content Creation and the Role of AI The advent of AI has revolutionized how companies produce content, offering new possibilities for efficiency and innovation. Yet, AI alone isn't the silver bullet. While AI can streamline certain aspects of content creation, it cannot replace the human touch needed for creativity and strategic thinking. The overreliance on AI risks creating a world of generic, undifferentiated content. The Need for a Systematized Approach to Content Development Systems like Trello, Asana, Monday.com, and Wrike have replaced spreadsheets in many organizations, primarily focusing on task tracking. However, these platforms don't fully address the complexities of content lifecycle management. There's a growing opportunity for marketing teams to systematize their content development, integrating technology to enhance efficiency while allowing human creativity and strategic insight to shine. Content Marketing Platforms: The Game Changer Enter Content Marketing Platforms (CMPs), technology designed to manage the content development lifecycle in a more targeted and effective way. A CMP can serve as the backbone of a Content Development Lifecycle (CDLC), guiding content from ideation through creation, collaboration, review, distribution, and end-of-life management. This approach offers several key benefits: Enhanced Quality and Consistency: A structured CLCM process, supported by CMPs, ensures content meets quality standards and remains consistent across platforms and touchpoints. ⁠Efficient Resource Utilization: By streamlining content creation and distribution, CMPs optimize the use of resources, saving time and manpower. Agility and Responsiveness: With a clear process and supportive technology, marketing teams can quickly adapt to market changes and strategic shifts. Better Integration with Technology: CMPs provide cohesive and efficient workflows, integrating seamlessly with existing marketing technologies. Improved Measurement and Analysis: Tracking content throughout its lifecycle allows for valuable insights and more informed decision-making. The Need Is More Crucial Than Ever In summary, the need for a structured Content Lifecycle Management system in marketing is more crucial than ever. With the integration of CMPs, marketing departments can harness the benefits of standardized processes akin to those in software and product development. This approach ensures not only the quality and efficiency of content but also its strategic and creative excellence in an ever-evolving digital landscape. As marketing continues to embrace digital transformation, the implementation of a robust CLCM process, supported by the right technology, will be pivotal in the success of marketing strategies and campaigns.

Published: April 25, 2024
Author: Cale Maxwell
CEO

Last week in Miami at Elevate — The Global Commerce Summit™, I learned many interesting things about how digital commerce is evolving and how these evolutions are set to reshape our industry. After a packed week of talks and networking with nearly 700 commerce leaders from around the globe, I scribbled down heaps of notes from talks, breakout sessions, and chats over food and drinks. One thing’s for sure: generative AI is a hot topic in every presentation and conversation. Continuing the thread, I've fed all my scribbles through an AI to help pull out the five big ideas shaping our industry. Here's my narrative of what's on the horizon: Digital commerce will continue to grow Digital commerce isn't just growing; it's set to dominate, with Asia-Pacific at the forefront. Dirk Hoerig shared that many industries have been slow to embrace e-commerce fully, but that’s changing. They're beginning to adopt it with significant technological advancements like maturing augmented reality and AI and shifting consumer expectations. Over the next few years, this shift will significantly alter the business landscape. B2B uptake will be a major catalyst in this shift. It will also create lots of opportunities for companies like LEVO . Technology complexity mirrors business complexity The complexity of composable technology directly mirrors the complexity of the business needs it supports. If your business operates with intricate rules and models, the technology solutions required will naturally be complex. Conversely, if your business needs are simple and direct, the composable technology can remain straightforward. Essentially, the complexity of the technology is adaptable and scales according to what your business demands. Selling t-shirts online? Composable can still be a good fit; the technology can be as simple or as complex as you want to make it. Products like commercetools are designed to grow with you as your business needs evolve. Think big. Start simple. The new dawn of omnichannel commerce The buzz around omnichannel commerce is about to become a reality. We're heading towards a convergence where point-of-sale (POS) systems and e-commerce platforms blend into one seamless experience. This integration promises to enhance customer service and simplify the consumer experience, allowing brands to harness a holistic view of their customers' interactions. Achieving a real-time, actionable view across all channels remains challenging for many, but the landscape is changing fast. The integration of composable products through common standards is paving the way for this new era of shopping. AI is everywhere Artificial Intelligence (AI) will revolutionise not only marketing, content creation, communications, and customer service but also how we engineer commerce experiences. The future will see AI taking over basic engineering, production, and design tasks, with skilled humans enhancing these processes. Assisted by AI, consultancies like LEVO will leverage their deep understanding of AI tools, technology, and human behaviour to blend data, insights, and creativity into strategic outcomes. The competition to develop the most effective code that binds composable solutions together will shift to become the responsibility of AI companions, and the most successful partners will be those who combine profound platform knowledge with human creativity to solve complex business problems that leverage technology in unique ways. The presentation by Heather Hershey, Research Director at IDS , drove home the importance of AI and AGI within management circles. Her message was clear: "It's not about AI versus humans; it's about humans with AI versus humans without AI" – and similarly, companies with AI vs those without. This emphasises that AI isn’t replacing us; it's about how we use AI to our advantage. Agility is essential for success In this swiftly changing commercial environment, successful organisations will be agile enough to adapt quickly. The edge will go to those ready to overhaul traditional business strategies and attitudes, fully leveraging new opportunities. Agility encompasses more than just operational adaptability—it's about embracing technologies like Accelerators, commercetools Connect, and Foundry. These tools are essential for speeding up market entry and streamlining the transition to a composable commerce architecture. Michael Sharp, Chief Product Officer at commercetools, delivered a keynote titled "Simplify, Lead, Excel." He highlighted commercetools' focus on making technology more accessible and easier to implement. This strategy benefits commercetools and their partners, offering ways to help clients deploy composable projects iteratively, thereby reducing the risks and delays typical of large-scale implementations. As we look into the future changes from digital and omnichannel commerce, backed by AI, here are three tips for businesses to get ready: Adopt the right technology : Start using flexible technology like commercetools that can keep up as things change. This ensures you can mix your online and in-store sales smoothly. If you haven’t already – read our article about all the Ferraris in garages . Encourage new ideas : Ensure your team is always ready to learn and try new things. Create a place where coming up with fresh ideas is part of everyday work and where AI tools are seen as helpers in your projects. Manage the change well : Put together an excellent plan to help your people adapt to new ways of working. This should include training to learn new skills, clear messages about why changes are good, and leaders who help everyone along the way. Introducing and integrating composable technology, AI, and other innovations properly will significantly enhance their value to your organisation. These steps are just a start to help you succeed in a world where technology, AI, and the evolution of human behaviour are changing how we do business. The things I learned at Elevate 2024 weren’t just about new tech—they were a push for all of us (customers, consultants, agencies, and vendors) to step up and adapt.

Published: April 23, 2024
Author: Cale Maxwell
CEO

When planning a trip, the excitement often starts with booking your flights. Although my travel agent handled the booking, my digital journey with United Airlines began a week before departure, and it was a beautiful showcase of a powerful blend of technology and customer service that we advocate for at LEVO. The first touchpoint was an email from United, which was not just a confirmation, but a comprehensive travel checklist. This checklist included everything from arrival documentation to baggage limits, and introduced me to the United mobile app. The app would soon prove to be my control room for the trip. As the departure day approached, United's communication shifted to SMS and app notifications. The transition was seamless. Twenty-four hours before my flight, I received a reminder to check-in, which I completed effortlessly through the app. The forms were simple and straightforward, ideal for an international traveller like myself. Once registered, the app became central to my trip management. It allowed me to: Check in and manage my itinerary, Receive real-time updates about flight changes, View detailed information about my flights, including the status of the inbound aircraft, Communicate directly with United agents. On the day of departure, a timely SMS confirmed that my flight was on schedule, provided the gate number, and reminded me of my confirmation number—just as I was en route to the airport in an Uber. The timing was perfect. Arriving at the airport, I used the digital boarding pass from the app to check in and drop off my bags in under three minutes. The app had cleverly collected all necessary paperwork the day before. As I headed to customs, another SMS thanked me for checking my bags and provided a tracking link and a digital copy of my bag tag numbers. As boarding time neared, another message informed me that boarding was ready. The United app kept me updated with badges on my iPhone, counting down to boarding, and reminding me of my seat number once on board. Even during a flight delay in Sydney, the app kept me informed about my connecting flights, and I could chat with a United agent to make necessary adjustments. Seconds after landing, the app prompted me for feedback, completing a circle of continuous digital engagement that complemented the physical experience beautifully. Throughout the trip, United's digital tools took care of administrative tasks, allowing their staff to focus on customer service and ensuring a smooth, enjoyable travel experience. Highlights of the experience: The badge showed by boarding group and seat number along with a real-time countdown timer to the boarding time. Easy access to my boarding pass. Gate number and an indicator as to whether the flight is still scheduled to depart on time. Regular SMS communication throughout my travel experience. Sometimes this felt a little overkill however if you were without internet connectivity for whatever reason it meant that you didn’t miss any communications. Real time status throughout the flight. The integration between the app and the flight monitor was really neat. My arrival gate number so that I could orient myself with my arrival gate and where my next connecting flight was. The app also contained detailed maps of all the airports so that you could see how far away each gate was. As soon as a baggage carousel was allocated your app updated – no more trying to find your flight on the airport monitors. The app also included a seat map which allowed you to view a 3D visual of the seat position. Throughout the flight your arrival time was kept updated. We were late leaving Sydney and this was updated multiple times throughout the flight as we were issued landing spots at LAX. The app included a chat facility where you could engage with a United consultant for any reason throughout the flight. I was unsure whether my baggage was checked through to Miami or whether I needed to collect it at LAX so used this during the flight. The agent asked for my checked baggage ID, which was sent via SMS after check in and promptly advised me that I needed to collect my bagged at LAX, but from there it would be checked through to Miami. The notification badge showed your gate number and countdown time until you are due to board. After you had scanned into the flight at the boarding gate it then showed your seat number and the countdown time until departure and then countdown time until you land. This experience underscored the potential of technology to enhance physical experiences—a principle we hold dear at LEVO. We strive to integrate effective technology with genuine human interaction, much like United Airlines did on my trip. Our team of psychology graduates, marketers, and content managers works tirelessly to ensure that our digital experiences enrich the human aspects of each interaction with your brand or business. United Airlines provided a masterclass in blending digital prowess with exceptional customer service, mirroring our philosophy at LEVO, where we use technology to enhance, not overshadow, the human experience.

Published: April 23, 2024
Author: Cale Maxwell
Chief Executive Officer

Change leadership is the process of leading people through change. Gone are the days of issuing edicts and expecting people to comply. Poor change leadership can see projects stumble, valued staff resign and diminished benefits realisation. Effective change leaders have a deep understanding of how people experience change and are able to persuasively communicate a vision and strategy for change that drives action and momentum. With the rapid rate of change driven by technology, change leadership is a fundamental part of any successful technology strategy or implementation. These initiatives can have a significant impact on people and their ways of working. In order to absorb the shock of these changes in their day to day work, staff must have a leader who creates confidence and resilience to weather the storm. As such, it is important to have a clear vision and strategy for change that takes into account the needs of employees. Change leaders need to be able to effectively communicate the vision and strategy for change in a way that inspires people to take action. This is especially important when navigating a complex technology project. When implementing change associated with the delivery of a technology project, it is also important to consider the following: What is the desired outcome of the change? What are the risks and potential challenges associated with the change? How will people be impacted by the change? What is the timeline for implementing the change? What resources are required to support the change? Who is responsible for ensuring the change is adopted? Change leadership is a critical component of successful change management. When done well, it can help ensure that technological change is navigated successfully and that employees are engaged and supported throughout the process.

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Blog - Thoughts, insights and musings from the LEVO team

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

Navigating Challenges and Celebrating Success in Multicultural Teams

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