2025 Awards Case Study: Transforming customer journeys for real results at Aldermore

Fixing one thing at a time wasn’t cutting it. Aldermore zoomed out, mapped the full customer journey, and broke down silos. Teams now collaborate better, delays are down, and customers are seeing a real difference.

Categories: Library, Awards Case Studies

2025 Awards Case Study: Reinventing learning, one digital step at a time at ACCA

ACCA’s Training team went from quiet and traditional to bold and digital. They built fun, engaging content in-house, saved loads of money, and made learning something people actually want to do. Big impact, small team.

Categories: Library, Awards Case Studies

Raising Standards

This is a chance to understand The AA’s award story in the round and the benefits this has delivered for customers, colleagues and the company.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Awards Case Studies, 2025 Summer BPS In-Person

Focus on the Customer

Hear Margot Vanwynendaele share the award-winning story from Trainline on how a new telephony system allows teams to focus on the customer.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, AI & Automation, Awards Case Studies, 2025 Summer BPS In-Person

Perfect Parnerships

Centrical and Capita Customer Experience talk around what makes a “Perfect Partnership

Categories: Library, Operational Improvement, Strategy & Leadership, Learning & Development, Awards Case Studies, 2025 Summer BPS In-Person

2025 Innovation of the Year - Brightwell Pensions

Hear from the overall Innovation Award winner Brightwell Pensions.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, AI & Automation, Back Office & Beyond The Contact Centre, Awards Case Studies, 2025 Summer BPS In-Person

Awards Winners: Planning Managers

Originally broadcast Thursday 4th July, 10:30

Managers of the Year; Alex Gold from OVO Energy and Steven Miller at Benenden Health share their stories.

Categories: Library, Awards Case Studies, 2024 Summer Best Practice Showcase Videos

Award Winners: Quality Teams

Originally broadcast Thursday 4th July, 09:30

Learn from Benenden Health on Continuous Improvement Strategy, The Knowledge Management Team of the Year, Utility Warehouse and our Quality Team of the Year, ACCA.

Categories: Library, Operational Improvement, Awards Case Studies, 2024 Summer Best Practice Showcase Videos

Award Winners: Quality Individuals

Originally broadcast Wednesday 3rd July, 14:15

Hear from 2024 Quality & Improvement Rising Star, Jess Baldock at DAS, our Knowledge Management Professional, Alexandra Jordan from Zopa and the Quality & Improvement Manager of the Year, Susan Drape-Comyn.

Categories: Library, Operational Improvement, Awards Case Studies, 2024 Summer Best Practice Showcase Videos

Award Winners: Planning Analysts

Originally broadcast Wednesday 3rd July, 13:15

Learn from Analysts of the Year; Michelle Adshead at VitalityHealth and Kristie-Leigh Armstrong from BT Group and our Rising Stars; Lauren Laycock at NFU Mutual and Kirsty Ritchie of Wheatley Housing.

Categories: Library, Planning & Resourcing, Awards Case Studies, 2024 Summer Best Practice Showcase Videos

Case Studies Modules