National Data, Analytics & Insight Awards

These prestigious awards, showcase excellence in the vital customer contact support function of Insight. Of key importance to the success of these awards, is the unique way that the judging process works at a Best Practice Finalist Day set aside for the purpose. Not only do a wide range of external judges influence the results, but each nomination is peer assessed by other finalists in their category. Winners were announced at the prestigious Gala Awards Dinner and they or their managers and colleagues, shared their story at the National Data, Analytics & Insight Conference. Watch the presentations from the 2017 Conference here. to be held in November, making these awards a vital part of the annual calendar of learning and best practice.

“So many of our member organisations are achieving success and delivering breakthrough performance and it is these teams, these individuals who are playing a crucial role in making this happen,” Nicola Callan, Head of Engagement & Learning explains. “These awards recognise and celebrate all of our finalists and winners and they in turn inspire others – all the while raising standards in customer operations.”

During the Gala Dinner, we celebrate the achievement of these professionals and present award winners with their trophies. Our fabulous black-tie event includes lively entertainment, music and dancing into the early hours. Inspiring, specialist and professional, this is a fantastic evening to network and enjoy.

Nine individuals and teams were recognised for being outstanding role models for their professional communities. These prestigious awards, showcase excellence in the vital customer contact support functions of data, analytics & insight.



Winners of the 2017 Data, Analytics & Insight Awards

  • Worldpay, Team of the Year
    This team take every opportunity to learn and improve, they also have lead the delivery of new KPI scorecards, productivity tools and automation of processes. This has delivered tangible and dramatic changes right across their business, laying the foundations for further success. The team has already mapped their next improvements, developing their own capability and that of others as they share best practice across the business to release potential.

  • Sainsbury's Bank, Project of the Year
    Sainsbury's Bank Create the tools required to deliver real insight is never easy. To do so with no budget and limited resource requires flexible thinking and moments of ingenuity. Delivering an intuitive, effective and engaging tool to their operation.

  • N Brown Group, Project of the Year
    N Brown Groups team project is a brilliant cross community example of how Analytics and Insight can be used to shape and improve Customer Experience. Taking the time to engage with stakeholders, to automate and re-build reporting and to communicate the benefits of speech analytics has delivered robust improvements in NPS, engagement scores and quality adherence.

  • Homeserve, Continuous Improvement
    Homeserve has significantly reduced costs to their organisations by looking at ways to improve the experience of their customers and by engaging with the right people. By using Speech Analytics to identify pain points in their customer journeys, their insight and recommendations have driven many process improvements across the organisation and with partners.


  • Karen Parsons, Home Retail Group, Manager of the Year
    Karen bravely took a step back to reflect on her approach, recognising the need to change how the team was managed and expectations were set. As a result, analysts are empowered, producing reports that are valued. She highlighted customer verbatims and add emotional insight to numerical output, in order to tell a story that is helping to transform her contact centre.

  • Ben Cassidy, AXA Direct & Partnerships, Analyst of the Year
    Ben grasped the initiative,  reviewed current methods, explored best practice and automated large volumes of work. This made it possible to focus on insight and value added output. For instance, a method of measuring and tracking First Contact Resolution now provides fresh insight about customer experience.

  • Ashley Valentine & Ashley Handyside, RS Components, Rising Star Award
    Our rising star award this year is presented to two people. They demonstrate how a well-integrated team can deliver breakthrough performance. Tackling disparate data sources and poor management support tools, these Insight Analysts engaged stakeholders and delivered an empowering dashboard that has transformed the way their call centre operates.

  • Vicki Clasper, Sainsbury's Bank, Hero Award
    Vicki drives development within their team; empowering them to be true innovators who are focussed on what they do and not what they can’t. The team shares ideas across the business -  and in the wider professional community - inspiring others to try new tools and techniques and deliver breakthrough performance.

About the Awards

As you would expect from The Forum’s reputation, the standard of these Planning Awards is sustained by rigorous assessment that involves members, finalists and experts. 

Shortlisted nominations present at our Finalists’ Day which offers insight from networking & peer review. Winners are announced at the prestigious Gala Awards Dinner and they or their managers and colleagues, will share their story at the National Quality & Customer Experience Conference to be held in November, making these awards a vital part of the annual calendar of learning and best practice.

If you are interested in Registering for the 2019 awards contact us by email: or Phone: 0330 123 5960

Take a look at these articles, videos and links
Data, Analytics & Insight Forum Awards Programmes


2017 Winners

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