Community Awards

Innovation Awards

2019 Innovation Award Finalists

Previous winners and finalists

2019 Judging Panel

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 service & sales strategic, transformation and operational leadership and has led 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.

Scoff Clifford – Scott is currently Senior Leader Global MI and Insights for the world’s largest payment provider leading a team and data, reporting and insights analysts across the UK and US. He has over 20 years’ experience in contact centres and has worked in Senior Planning and MI roles for the last 15 years. In 2017, his team won Team and Project of the Year at the National Conference in Manchester and has worked with the forum since 2003.

Marie Eustace - Marie Eustace is Head of Planning MI & Insight at ADT Fire & Security with 25 years’ industry experience across a wide number of sectors. Having won a number of awards including 2018 Innovation Award Winner for Enterprise Planning, supporting Business Transformation by deploying Resource Planning and MI across the wider business including Field Engineers and successfully delivering performance improvement whilst driving significant cost out. Passionate about driving and embracing change, she continually strives for superior service alongside productivity improvements

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.

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.

Richard Laidlaw Richard is Head of Planning, MI, Operational Change and Payment Operations at Sainsbury’s Bank. He has worked in Banking and Contact Centres for over 20 years, gaining experience in leading Contact Centre teams, relationship management, change management and leading key support functions across companies such as RBS, Tesco Bank and now Sainsbury’s Bank.  He is passionate about delivering excellent customer service and developing people.

Zoff Makda – Zoff is Head of Operational Planning at L&G Assurance Society Limited. He is a seasoned planning manager with over fifteen years’ experience of leading on change, driving performance and financial savings. Zoff has a strong track record of building, developing and motivating teams to consistently deliver and is recognised for creating a strong customer centric environment, promoting company values and best practice. He has a proven ability to build strong relationships with key stakeholders, influencing and managing relationships with external partners.

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.

Lorna Stanley  Lorna is Head of Planning for BGL Group Contact Centres, responsible for multisite, multi-functional planning reaching across inbound, outbound, web chat and digital innovation/AI.  A previous winner of Planning Manager of the Year in 2016 she also led the Planning Team to achieve Forum Standards in 2018. She has over 20 years’ experience in contact centres, both Operational and in Planning.

James Taylor – James is Head of Resource planning at RSA. He won the Planning Hero Award back in 2016 for promoting the importance of planning is a role model within the planning community.

Jas Thiara  Jas Thiara is Head of Planning & Scheduling at Severn Trent covering both contact and field operations. Responsibility ranges from traditional planning, scheduling and real time through to job build and dispatch. A qualified accountant by background with 15+ years’ experience within the Utilities and Financial Services sectors he has worked within the planning domain for the past 5 years. Champion of pioneering change and data-led decisioning supported by great insight. Nominated for an Innovation Award whilst at Barclaycard last year for ground-breaking work with Anaplan.

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2018 Innovation Award Winners

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