10 Things They Won’t Tell You About Forecasting
We all get fixed on forecasts, but none of us can see into the future. A forecast is basically a guess – an educated guess. What we can do is study what has happened in the past. By analysing past data for patterns and trends, we can make an educated guess about future outcomes. Unless we get lucky, it will probably be wrong.
20 Transformational Innovations Changing the Future of Work
Celebrating the 20 finalists from this year’s Innovation & Transformation awards. Trailblazers who are redefining workforce planning, customer experience, and operational excellence. From AI to culture change, these organisations are proving that bold thinking drives real-world results.
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: 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: 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.
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: 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%.
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: 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: A framework for Amazing Customer Experience at Affinion International
Discover how the Quality Assurance (QA) team gave a competitive edge at Affinion International, with ACE, reducing service related complaints, saving money and raising the number of gold standard calls by a third.
2016 Innovation & Transformation Awards: Customer experience: 7 secrets for working at pace at RS Components
Gather customer intelligence, act on it and release the potential of your people. This has delivered results fast at RS Components, putting the customer truly at the heart of the business.
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: Follow the money: Insight drives improvement at RSA
End-to-end improvement of process & policy is saving millions of pounds at RSA, by approaching insight in ways that establish a culture of continuous improvement in claims processing.
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: 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.
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: 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: 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.