Virtual Network Groups

Sensée Awards Case Study 2013: Homeworking environment raises the bar on performance

Discover how the highly-developed virtual environment at Sensée has driven productivity; typically 20%-30% better than in-house operations, and improved quality of service; HomeAgents outperform clients on all behavioural quality scores by an average of 16%.

Aviva 2014 Case Study - Continual learning: people build success

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.

LV= 2014 Case Study - Planning to be Britain’s best loved insurer

Discover how LV=’s transformational planning approach has removed workplace siloes, engaged staff and delivered remarkable customer service, while saving the business £1.1 million.

Santander 2014 Case Study: Easy & immediate: making calls visual

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%.

Worldpay 2014 Case Study: SHINE lifts engagement, quality & customer focus

Discover how a new collaborative, inclusive approach to QA underpinned a cultural transformation that has already lifted NPS 29% and encourages root cause analysis.

2015 Innovation & Transformation Awards: Transforming planning and sharing best practice at Ageas

See how Planning & Performance Analysts at Ageas delivered improved stakeholder engagement leading to a full redesign of the efficiency metrics lifting adherence by 3.33% and contributing to reducing attrition by 5%.

2015 Innovation & Transformation Awards: Delivering the end to end customer experience at British Gas Services

Discover how NPS, backlogs & efficiencies were improved simultaneously, by comprehensive end-to-end planning in British Gas Services that led to many more same day-appointments & lifted promise delivery 20%. 

2015 Innovation & Transformation Awards: Risk & compliance: see how confidence sets people free at Direct Line Group

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.

2015 Innovation & Transformation Awards: Customer Insight: Closing the loop at Allianz

How data, communication, analysis & rigour, from the insight team, underpin customer improvements at Allianz, by collaboration with leaders, operations teams, underwriters, marketing, QA & risk.

2015 Innovation & Transformation Awards: Engagement: driving a customer culture at LV=

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.

2015 Innovation & Transformation Awards: Homeworking - A flexible working culture at LV=

Learn how homeworking at LV= has boosted morale, improved customer experience, raised productivity and delivered a £2.3 million return on investment.

2016 Innovation & Transformation Awards: Pushing the boundaries of planning at The Co-Operative Bank

See how the Demand Management Team (DMT) has extended the reach of planning to become an indispensable and trusted business planning & consultancy partner across all the bank’s channels.

2016 Innovation & Transformation Awards: 52 Weeks of Green: focus on operational performance at Direct Line Group

See how planning and front line operations teams developed outstanding collaboration and buy-in, as a result of an absolute, shared focus on service consistency, every single week of the year.

2016 Innovation & Transformation Awards: Service Transformation: make it easy at EE

Listen to customer & colleagues, then fix what they say is broken. See how this led to huge increases in customer & colleague NPS at EE, while involving 38 technology implementations in 3 years.
 

2016 Innovation & Transformation Awards: Great service: plan for processes that make life easy at Geoban

See how banking processes and customers’ end-to-end experience are transformed by new approaches to planning & insight at Geoban, on behalf of Santander UK.

2016 Innovation & Transformation Awards: FACT: operating principles for an efficient public service at Ingeus

See how value-based principles transformed the operation, saved £1.5m via automation and created the capacity to have life-changing conversations, supporting clients into sustainable work.

2016 Innovation & Transformation Awards: 2020 Vision brings strategy to life for everybody at InterCall

Making strategy clear & simple has engaged people. See how it’s released talent in the business, cut cost-to-serve 16%, delivered exceptional customer experience & driven continuous improvement.

2016 Innovation & Transformation Awards: The Lamp: helping us care for every life we touch at North East Ambulance Service

Learn from a great story of engagement & knowledge sharing – living the values. See how two individuals made the difference, literally saving lives at NEAS.

2016 Innovation & Transformation Awards: Trust & advocacy: how to be No. 1 for customer service at RBS

See how a desire to become the best UK direct bank has brought an increasingly agile planning function together with teams across the operations, to transform customer experience at RBS.

2016 Innovation & Transformation Awards: Living the brand: the end-to-end journey at Red Funnel

Focus on customer, colleagues and community is driving business growth and social media engagement at this enterprising, local ferry service – making 2015 the best year in their history.