See how investing in people development is paying back at Aviva UK Health and how assessors are able to take responsibility for their own learning.

See how Santander use screen sharing technology to replicate the branch experience on sales calls, raising customer satisfaction to 97%, cutting credit card fulfilment times 75% and lifting revenue 17%.

A major reform of quality & risk assessment is releasing people to have better customer conversations. This has improved customer outcomes  & grown the business, with 50% more tests at 40% less cost.

How customer focus at LV= led to removing sales incentives & targets, part of a strategic change involving new approaches to engagement, performance management and cross-skilling.

See how autonomy to manage their own workstacks and influence the design of new systems has transformed engagement and underpinned significant cost savings.

See how specialism created a culture of experts that took customer satisfaction to a record high, cut attrition, raised speed of answer by a third and is helping to grow the customer base 40% a year.

Hear how a new pan-European workforce planning function was set up, consolidating working practices and cutting costs 6%, whilst engaging teams, gaining trust and credibility as a centre of expertise.