Community Awards

Innovation Awards

2017 Finalists

Click below to read case studies for previous winners and finalists

  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • 2017 Innovation Awards Finalists

    Eleven finalists have been shortlisted in the 2017 Customer Contact Innovation awards, from a rigorous shortlisting process. 

    These finalists have all achieved great things and showcase what success looks like. The winners will be announced at the Gala dinner on April 25th at the close of the annual Customer Strategy & Planning Conference  organised by The Forum. Book your place now to hear the finalists' stories.

    The Award Finalists for 2017 offer great examples of transforming customer experience in contact centre operations, as well as in the wider organisation – from digital transformation or better conversations to operational focus and engagement in the back office or among field engineers. There are great role models for Planning, Insight, Quality, Customer Experience and Continuous Improvement teams – as well as operations teams at all levels. 

    “This year’s innovations have something for everyone, because they demonstrate how successful teams can transform the experience of both customers and colleagues, while at the same time making some very real cost or revenue benefits to the business”, explains Paul Smedley, Founder and Chair, The Forum. “All professionals will learn a huge amount from their conference presentations and the member site visits”.

    The full list of finalists is below. Click on the link to read more information about the case study and to book your site visit place.  

    Finalist Case Study  Site Visit Date  Location
    Aegon 
    Choice architecture drives better conversation
    27th June Edinburgh
    BT 
    Transforming service delivery by field engineers
    11th Sept Newcastle 
    The Financial Conduct Authority (FCA)
    Focus on the quality of service
    13th Sept London
    HSBC Business Banking 
    Improving customer experience
    29th June TBC
    IFDS
    Operational engagement and focus in the back office
    14th Sept Basildon
    L&G
    People build success with continuous improvement
    21st Sept Hove
    Shop Direct 
    Outsourcing & digital transformation
    22nd June Speke
    Sky Betting & Gaming
    Segmentation: creating a culture of experts
    7th Sept Leeds
    Staples
    Insight, resourcing & operational transformation
    8th June Birmingham
    Three Ireland
    The visual, multi-channel, real-time dashboard 
    12th Sept Limerick
    TUI
    Contact Centre Transformation 
    6th Sept Swansea

    14 external judges are involved in the judging process, many of whom are previous award winners or finalists themselves, in addition to senior specialists and managers at The Forum. They will now visit each centre during January and February for an in-depth evaluation. Initial feedback includes: “Very good interesting case studies. I’m interested in seeing best practice, interested in seeing something I can learn from”, Ian Gibson, Director of Shared Services, Ingeus. “Some of the stories become wider and broader as we go through them and the variety in achievements is great”, Tracy Johnson, Planning Lead, RSA. “The diligence we go through to ensure nominees are worthy of the award is excellent”, Adrian Hawes, Director, Select Planning.
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    Take a look at these articles, videos and links
    Aegon Awards Case Study 2017: Choice architecture drives better conversations
    BT Awards Case Study 2017: Transforming service delivery by field engineers
    HSBC Case Study 2017: Transforming their customers’ experience
    IFDS Awards Case Study 2017: Operational engagement and focus in the back office
    L&G Awards Case Study 2017: People build success with continuous improvement
    Shop Direct Case Study 2017: Outsourcing and digital transformation
    Sky Betting & Gaming Awards Case Study 2017: Segmentation: creating a culture of experts
    Staples Awards Case Study 2017: Insight, resourcing & operational transformation across Europe
    The Financial Conduct Authority (FCA) Case Study 2017: Focus on the quality of service
    The TUI Group Awards Case Study 2017: Contact Centre Transformation
    Three Ireland Awards Case Study 2017: The visual, multi-channel, real-time dashboard


     

    2016 Innovation Award Winners

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