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.

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

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.

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.

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.

Development, great communication and empowering people is fuelling success at RS, underpinned by inspiring leadership, an innovative People Framework and the self-funding Enable team.

The Resource and Planning (R&P) Team at ADT Fire & Security has engaged with colleagues across the business to improve ways of working, identify efficiencies and provide insightful and timely management information. 

Be inspired by 12 high impact and ground-breaking innovations, shortlisted for the 2019 Innovation Awards and presenting their stories at the 2019 Customer Strategy & Planning Conference in Warwick on April 8-9. We’re proud to announce that these 2019 case studies shine the light on key trending topics for our members.