Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards. 

 We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make. 

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in. 

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: 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: 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: 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: 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%.

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.

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%.

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.

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