2020 Awards Finalists - Innovation & Transformation Awards

Our coveted Awards showcase organisations that are leading the way, engaging customers and creating a great place to work. Let these team inspire you and enter yourself in 2021.

The winners were announced on Friday 11th September 2020.

The over all 2020 Innovation & Transformation Of the Year Award was given to Openreach

  • Award for Innovation at Pace: Openreach
  • Award for Enterprise Planning: Yorkshire Ambulance Service
  • Award for Collaborative Culture: Three Ireland
  • Award for Continuous Improvement: Sky
  • Award for Business Process: Legal & General Group Protection
  • Award for Customer & Colleague: Jet2 Holidays

You can view the case studies and presentations for each finalist using the links below. Full citations for each winner are at the bottom of the page.

Recognise, acknowledge & celebrate

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How chat bots are transforming the online sales journey at AA Ireland

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How omni-channel transforms customer experience in retail at Clarks

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Planning: keeping ahead of the change curve in travel at Jet2

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Transforming the back office for clients & colleagues at Legal & General

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Planning training onboard from London to Inverness at LNER

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Building a culture of wellbeing: dashboards and coaching at Legal & General

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Planning transformation and systems thinking
at LV=

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AI & process transformation at pace and scale
in Openreach

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Transforming Sales: joining together for the customer at RS Components

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Strategy and budget planning join up the business
at RSA

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Planning as a strategic capability for the business at Sky

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The Customer Closeness Centre: releasing innovation at The Very Group

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Planning & insight: the heart of an improvement culture at Three Ireland

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Speech analytics for quality & customer experience at VitalityHealth

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Confidence in planning transforms the operation at Yorkshire Ambulance Service


Innovation & Transformation of the Year
The Innovation & Transformation of the Year 2020 is won by, Openreach, a team who showed determination and focus. They engaged with their stakeholders led them with clear goals and insight. Lack of budget did not deter them from making huge changes in a very short period of time and making future changes simpler for everyone.

Openreach – Innovation at Pace
The teams at Openreach show the powerful impact of professionals with the freedom to innovate, achieving much without a big budget. With great engagement & insight, they’ve quickly simplified and transformed both systems and processes. 

Yorkshire Ambulance Service – Enterprise Planning 
Core planning principles are transforming the operation in Yorkshire Ambulance Service, changing hearts and minds through the accuracy of forecasting and capacity planning, together with the way that the planning team engage with stakeholders at all levels.

Three Ireland – Collaborative Culture
Three Ireland do not rest on their laurels. They focus on a culture of collaboration and improvement, engaging with stakeholders to improve planning & insight, showing impacts of decisions across the whole business. 

Sky – Continuous Improvement 
In the planning team at Sky, change and transformation are daily occurrences, with concrete business impact. The sheer volume & variety of innovative approaches is hugely impressive and their desire to improve does not seem to diminish.

Legal & General Group Protection  – Business Process Transformation
Collaboration between transformation, planning & operations teams has put customers at the heart of business processes in Legal & General Group Protection, raising productivity by a third and engaging people through exceptional change communication. 

Jet2 Holidays – Customer & Colleague Transformation 
This award is presented to Jet2 Holidays who’ve been innovative in planning for front-line advisors. They took some brave decisions and pioneered new technology to support managers and advisors work together in a homeworking environment.

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