Innovation Awards

2019 Innovation Award Finalists

Previous winners and finalists

2018 Customer Contact Innovation Awards Shortlist and Site Visits

We are delighted to announce this year’s finalists for the 2018 Customer Contact Innovation Awards. These organisations offer great examples of transforming customer experience in contact centre operations, as well as in the wider organisation – from using speech analytics to drive continuous improvement to Employee engagement bringing about cultural change. There are great role models for Planning, Insight, Quality, Customer Experience and Continuous Improvement teams – as well as operations teams at all levels. 

The winners will be announced at out Gala dinner on April 24th at the close of our annual Customer Strategy & Planning conference to be held on 23rd and 24th April.

“This year’s innovations reveal a powerful range of the best approaches to improve your customer operations” explains Paul Smedley, our Founder and Chair, at The Forum. “All customer professionals will learn a huge amount from seeing their conference presentations in April and the Best Practice Site Visits in the summer”. 

2018 Site Visit Programme
We facilitate site visits at all of our finalists over the summer months. This is another great opportunity to learn about the fantastic things that these organisations have achieved. Book your place today by clicking one of the links below:



Best Practice Site Visit

13th June 


ACCA (Association of Chartered Certified Accountants) - Collaboration within support teams

10th July  


ADT Home & Business Security - Contact centre planning in a field environment

26th Sept


Anglian Water - Understanding the field improves planning



Barclays - Implementation of Anaplan in the planning team

20th June


BT - Coaching supports a new customer strategy

12th June


FSCS (Financial Services Compensation Scheme) - Using insight to drive outsourcing partnerships

21st June


Homeserve - Transforming the business through engagment

15th June


RS Components - Learning agility enabled cultural change

27th Sept


Sainsburys Bank - Low cost innovations in a brand-new operation

3rd July


Sky UK - Speech Analytics improves retention

11 external judges are involved in the judging process, many of whom are previous award winners or finalists themselves, in addition to senior specialists and leaders at The Forum. They will now visit each centre during January and February for an in-depth evaluation. 

Finalists were delighted with the news. “It is an honour. It reflects all the work the team has put in” comments Steve Trott, Head of Operations at Homeserve. “This has brought us together as a team.” “The team will be so excited to hear this” adds Amy Brown, Delivery Planning Manager at Anglian Water.

As Ian Gibson, Director of Shared Services at Ingeus and one of the judging panel, puts it, these are “very interesting case studies … best practice that I can learn from”. 



2019 Innovation Award Winners

Anglian Water Insight
British Engineering Services
Capita Innovations
The Time and The Sunday Times
Innovation of the Year
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