Innovation Awards

2019 Innovation Award Finalists

Previous winners and finalists

2018 Judging Panel

Neil Arrowsmith - Neil is Head of Operational Excellence responsible for a range of support functions including Planning, Risk & Quality Assurance, Continuous Improvement and Business Intelligence functions. Neil lead his team to Planning Team of the year 2015 and was one of the first planning functions to achieve Accredited status through the initial pilot. He’s passionate about putting people first and been an advocate of development programmes within The Forum.

Allan Bell-Moore - Allan, is Head of Resource Planning for Scottish and Southern Energy has worked in contact centres for 17 years, with 12 years spent leading global WFM teams on and offshore in large complex financial services, online retail, travel and concierge sectors. Allan has extensive experience of large scale CC technology implementations driving significant ROI across operations and is focussed on transformational change through engaging teams and people.

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 Head of Planning & Business Intelligence at esure. Through his work at RSA, RBS, DirectLine 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 championing the development and implementation of the BSc programme in Contact Centre Management & Planning and the Standards Audit programme.

David Edwards - David is the Support Services Director for Capita PIP responsible for a range of support functions including Field, Contact and Capacity Planning, Performance Management and MI. He has 17 years industry experience and was an award winner in 2014 with UPC (Now Virgin Media Ireland). Last year saw him shortlisted with Staples Europe and awarded a Planning Hero award for inspiring change and sharing best practice.

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 working 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 a 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, Planning Hero and regular judge of these awards, Adrian has been a consistent champion for best practice across the industry for nearly 20 years.

Jenny Hayes – Jenny is the Planning and Resource Lead for RSA Claims, she has over 20 years experience in Planning and Operational Management roles and a previous background in HR, Facilities Management and Finance. She is an experienced judge and has been part of the Management Team that won and has sustained Accreditation with The Forum since the programme began. She is passionate about delivering excellent customer service in multi-channel environments, with a culture that allows all employees to thrive and achieve their full potential.

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.

Dale Owen - Dale is a Resource Optimisation Manager with over 13 years’ experience managing teams in contact centre, project and retail resource planning. A firm believer in best practice and developing resource planning capability, Dale has led a number of key initiatives including “Planning for Success”, which promotes planning capability via bite sized, online learning and “Resource Advocates” which was a key success factor in the advocacy and use of a new WFM tool rolled out to over 15k community banking colleagues in 2017.



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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