2016 Innovation Awards Finalists and Case Studies

Twelve organisations have been shortlisted to win the 2016 Customer Contact Innovation Awards. 

The nominations this year offer something to everyone interested in insight, planning or improved customer experience - with a significant theme in common, that innovation is achieved by different teams collaborating effectively in pursuit of a clearly defined strategic goal. The work presented by our 2016 finalists include innovations in: use of social media, planning beyond the contact centre, voice of the customer, data-led decision making, talent development, knowledge management, self-service, automation, productivity and customer experience.

We will announce the winners at the Gala dinner at the close of Customer Strategy & Planning on 25th – 26th April in Stratford upon Avon, when you can also hear each of them speak. The agenda will be available by early January. Summary case studies of each of these innovation submissions will be added before Christmas, and comprehensive case studies of each finalist will be published in our 2016 Best Practice Guide. 

The full programme of site visits will also be announced shortly; as many of you already know, these site visits are a great chance to see, first-hand, the challenges faced by the finalist’s centres, the tools and processes they use, to ask questions of the hosts and to network with other members. Why not take the chance to visit the Innovation Award finalists during the summer and autumn? Download a PDF with details of all Finalists.

The full list of finalists is: 

Please use the links on this page to find out more about our Innovation awards and how to enter for next year. You may also wish to find out about our three community awards programmes:

Take a look at these articles, videos and links
2016 Customer Contact Innovation Awards Judges Panel
Affinion International Case Study 2016: A framework for Amazing Customer Experience
Co-operative Banking Group Case Study 2016: Pushing the boundaries of planning
Direct Line Group Case Study 2016: 52 Weeks of Green: focus on operational performance
EE Case Study 2016: Service Transformation: make it easy
Geoban (part of Santander UK) Case Study 2016: Great service: plan for processes that make life easy
Ingeus Case Study 2016: FACT: operating principles for an efficient public service
InterCall Case Study 2016: 2020 Vision brings strategy to life for everybody
North East Ambulance Service Case Study 2016: The Lamp: helping us care for every life we touch
RBS Case Study 2016: Trust & advocacy: how to be No. 1 for customer service
Red Funnel Ferries Case Study 2016: Living the brand: the end-to-end journey
RS Components Case Study 2016: Customer experience: 7 secrets for working at pace
RSA Case Study 2016: Follow the money: insight drives improvement


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