Community Awards

Innovation Awards

2018 Finalists

Click below to read case studies for previous winners and finalists

2017 Customer Contact Innovation Awards Judges Panel

External Judges

Rodney Assock  Emma Botfield

   Richard Brimble  Simon Butler

Nick Flowers       Ian Gibson

Adrian Hawes   Sven Hill 

Tracy Johnson    Richard Lee  


Ruth Mercer Jasmeet Narang


Rodney Assock – Rodney is the Operational Services Director for General Insurance at LV= responsible for a range of support functions including Planning, Business Performance, Training, Customer Experience, QA and Change. He's loved working for organisations that focus on their people so they can deliver brilliant results for their customers, a winning formula that has achieved numerous industry awards.

Emma Botfield Emma has a wealth of experience in customer service strategic and operational management and has managed a team within large, complex organisations within the private and public sector. Currently working for RS Components she has over twenty years’ customer service experience. Emma is an accredited Six Sigma Black Belt, NLP Diploma holder & ILM Level 7 Coach and Planning Hero.

Richard Brimble – Richard, a European Call Centre & Customer Service lifetime achievement award winner, has advised companies on bringing about improved communication, customer experiences and sustainable change for nearly 30 years. Richard is co-author of Understanding – Keeping the Human Factor Alive in the Digital Age. He is Managing Director of change management consultancy Understanding & Learning.

Simon Butler – Simon Butler is currently Head of Planning & Business Intelligence at esure. Through his work at RSA, RBS, Direct Line Group, esure and The Forum he has managed successful planning functions, developed best practice and provided on-site support to many individuals and centres. A previous award winner, finalist, Planning Hero and recognised expert in contact centre planning, Simon has been a champion for best practice across the industry for 15 years.

Nick Flowers Nick is a senior manager in the Co-operative Banking Group overseeing resource planning for the telephony channels, business processing, branch network and customer relations areas. Nick has 15 years industry experience and was an Innovation Award winner in 2005 and 2016.

Ian Gibson Ian is director of shared service for the Ingeus Group who provide employability, youth, health and probation services. Ian has over 20 years’ experience with customer services and contact centres having worked previously for companies such as npower, Vodafone and Royal Sun Alliance alongside more social based organisations such as Carbon Trust and Orbit Housing. Passionate about the need for service excellence, Ian holds an MBA, is a qualified six sigma black belt and is NLP certified. 

Adrian Hawes – Adrian is Co-Founder and Director of Select Planning Ltd, working with businesses that want to transform their customer service using exceptional resource planning, business intelligence and performance management. A previous award winner, finalist and Planning Hero during his time with Aviva, Adrian has been a consistent champion for best practice across the industry for 16 years.

Sven Hill – Sven is Head of Planning & Insight at Autoglass® responsible for Contact Centre & Field Planning, Call Quality and Business Intelligence functions. An experienced awards judge and MBA holder with over 18 years’ industry experience, he won the Innovation of the Year award in 2011 & was a Forum Hero award winner in 2016. Sven is actively involved in combining planning and analysis best practice, to deliver constantly improving customer experience and business results across all channels.

Tracy Johnson  Tracy is Planning Lead at RSA, and an active member of our community of planning professionals, with over 12 years experience. She won Planning Manager of the Year in the National Planning Awards 2015. Manager of the QVC team that won Innovation of the Year in 2009, Tracy is an experienced award judge and finalist.

Richard Lee  Richard is the Head of Planning at RBS and is responsible for the >10k staff in the Contact Centres and Branches. His team forecast the workload across both channels, build the Supply & Demand plans, recruit the staff and schedule them in to meet customer demand. The team were Finalists in the 2016 Innovation Awards and also won the Team Award at the 2016 National Planning Awards.

Ruth Mercer – Ruth is Service Quality Manager at Hughes Insurance. They were an Awards winner in 2015 for achieving major improvements in engagement, customer service and processing time. Ruth was also a 2015 Forum Hero, recognised for her ability to make everyone feel of value and giving people the confidence to contribute, learn and develop.

Jasmeet Narang  Jas joined Santander in January 2009 as Director of Governance & Control. Jas is responsible for Command Centre planning, forecasting, Work Manager and incidents whilst producing business intelligence alongside the operational and accounting controls, quality assurance, operational risks and Geoban’s cost and P&L. Jas is a certified Six Sigma Black Belt and a member of the board of Directors for Geoban UK Ltd.


2017 Innovation Award Winners

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