Anglian Water - Speech Analytics Team 2022 Case Study

Becoming agile and responsive with speech analytics at Anglian Water
By evolving their own framework for speech analytics, the team are able to be agile and adaptive in creating new analysis categories. This is focussed on four core principles: Granular, Impartial, Flexible and Transparent (GIFT), delivering trusted and relevant insight, with measurable benefits, fit for a rapidly changing world.

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ADT & JCI Group - Insight Team 2022 Case Study

How to report the levers that really drive performance at ADT and Johnson Controls
Combining 57 reports from a wide range of systems into one simple dashboard the team have created a single trusted version of the truth with clear actions. Identifying the three key levers that drive success, and refining these to fit, they are consistently improving performance across different business areas.

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Capita - Knowledge Management Team 2022 Case Study

Building responsive, consistent knowledge across many, diverse operations at Capita
Rigorous analysis and control, in testing new ideas, helps the team ensure consistency and demonstrate the value of knowledge management. Using a range of systems for different operations, the team develop and improve the use of knowledge to deliver great service efficiently.

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Openreach - Quality Team 2022 Case Study

Delivering value and improvement through quality at Openreach
This team have massively improved customer experience, while reducing response times and propensity to call at the same time, using insight for change and delivering a new quality framework. In this B2B operation, they speak to clients directly to understand their needs and make quality drive profit for the business.

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Sainsburys Bank - Quality Team 2022 Case Study

How a risk-based approach gives focus on improvement at Sainsburys Bank
Recognising the waste and pain points in their own processes, the team have engaged with their colleagues to change the scope of quality, with clear measurable objectives and collaborative governance. A new simpler risk-based approach is giving focussed and trusted insight and coaching which is delivering real value.

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The Very Group - Knowledge Management Team 2022 Case Study

Becoming a core, trusted source of knowledge for the business at The Very Group
In migrating to a new technology platform, the team have taken knowledge management to another level. Regular improvement keeps this information accurate, up-to-date, relevant, and easy to access. A clear link to outcomes enables effective coaching and brings new recruits up to speed quickly.

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Water Plus - Quality Team 2022 Case Study

Brand ambassadors build engagement with quality at Water Plus
The team have evolved their quality from ticking boxes for a simple outcome-based framework that is empowering people to engage, inspire and deliver. Five key contact milestones provide a framework for delivering the right customer outcomes, allowing advisors the freedom to be brand ambassadors in their own way.

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Robyn Bowyer-Smith, The People's Pension - Knowledge Management Individual 2022 Case study

Robyn Bowyer-Smith from People’s Pension has engaged closely with the end users and introduced a new knowledge management system that is already supporting her colleagues.

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Sam Mapstone, Dwr Cymru Welsh Water - Quality Manager 2022 Case Study

Sam Mapstone from Welsh Water has introduced a new easy to understand quality framework with a focus on engagement, customer, and company.

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Hayley Fritz, FIS - Learning Professional 2022 Case Study

Haley Fritz from FIS has created a culture of learning and knowledge sharing across a multinational company by setting up a biannual virtual conference where everyone can get involved.

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