2023 Planning Awards: Building a better tomorrow for both colleagues and customers at Vitality Health

2023 Planning Awards: Building a better tomorrow for both colleagues and customers at Vitality Health
The team embrace change and keep things very simple and transparent, with great stakeholder communication. Forecasting has improved, with accuracy close to 1%. Real-time optimise systems and reduce non-value contacts. By developing people in the team, they now have a wider view of their impact across the business.

2023 Planning Awards: Extending planning into new areas by building trust and support at SSCL

2023 Planning Awards: Extending planning into new areas by building trust and support at SSCL
The team are feedback driven and overcame change fatigue, with trust scores in the team rising every year. They’ve engaged with operations as they introduce planning into new areas. And they’ve developed the team, to build confidence and extend skills. This has led to promotion and development opportunities for all the analysts.

2023 Planning Awards: Next generation branch planning at Lloyds Banking Group

2023 Planning Awards: Next generation branch planning at Lloyds Banking Group
Intensive time surveys have come in-house so that branch managers and teams are now assessing information about customer behaviour. This now happens more often over a wider range of branch sizes, improving forecasts and leading to better staffing coverage with increased shrinkages and improved service to customers.

2023 Planning Awards: See how data scientists are transforming customer journeys at Legal & General

2023 Planning Awards: See how data scientists are transforming customer journeys at Legal & General
Gathering information form front-line staff has mode possible automated workflows for 27,000 customers per month and led to greatly improved customer journeys. This has increased engagement with the operation. And it’s reduced repeat contacts, increasing the value that advisors can add to each call.

2023 Planning Awards: Planners have interrogated their data to thoroughly understand issues at Hoover Candy

2023 Planning Awards: Planners have interrogated their data to thoroughly understand issues at Hoover Candy
Challenging their software vendors uncovered issues that also impacted other customers. They’ve built relationships with stakeholders, who now trust the information provided. And a new Pathway to Planning offers advisors new career choices. Participants have even become informal planning champions in their teams!

Webinar: Best Practice Guide Review

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Let’s focus on the opportunity we have, as professionals, to drive improvement, whether in Planning, Insight or Customer Experience. Published earlier this year the 2022 Best Practice guide continues to be the Knowledge Management of thought leadership for the industry. This webinar will:
- Introduce you to the key themes and trends to help you to be prepared for anything
- Hear from members as they describe what they’ve learned form this year guide
- Learn how to access a goldmine of content and be confident to succeed

Learning from the 2022 Finalists

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Learning from others is at the centre of our ethos. Each year our members share their stories across Planning, Insight, Quality, Knowledge Management, Partnership and Innovation. Learning how other approach challenges along with the solution they choose, as well as don’t choose helps us to make better decision and less mistakes. This webinar will:
- Showcase the winners from the 2022 Awards and identify key trends and challenges
- Help you to become more effective in your role
- Learn how to access over 100 inspiring case studies

2022 Innovation & Transformation Awards: L&Q Live Case Study

2022 Innovation & Transformation Awards

Galvanising transformation across the operation
The opportunity to work differently has galvanised Customer Services, since the pandemic and a new cloud platform, with change across the board, from new channels & hybrid working to recruitment, training, knowledge, planning & MI.

2022 Innovation & Transformation Awards: Sky Home Service Live Case Study

2022 Innovation & Transformation Awards

Engaging engineers and transforming field planning at Sky Home Service

Ground breaking work by planning, and a pioneering relationship with Oracle on WFM, support a collaborative transformation that is data-led and is evolving lifestyle working patterns for a diverse, new generation of field engineers.

2022 Innovation & Transformation Awards: BT-EE-Plusnet Planning Live Case Study

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Transforming planning for our people and customers

Making working patterns easy to support true work-life balance is the aim of this planning transformation. Using robotics and automation to improve the effectiveness and speed of processes, advisors feel like they are being cared for.

Case Studies Modules

Watch at your own pace

Watch at your own pace

2022 Innovation & Transformation Awards

2022 Innovation & Transformation Awards

Watch at your own pace