Case Studies Modules

Find out how other organisations transformed the way they worked. Learn from almost 20-years of Innovation Award case studies, to take away practical ideas for your own workplace. These case studies are available for Members only please register on the website to view.

Case Study 2020: Planning: keeping ahead of the change curve in travel at Jet2

See how the customer contact operation at Jet2 has been transformed, to sustain growth and be increasingly agile in a challenging market, with homeworking, real time automation and digital channels.

Categories: Library, Awards Case Studies

Case Study 2020: Chatbots are transforming the online sales journey at The AA Ireland

See how a small team pioneered live chat and chatbots for sales, differentiating customer experience, cutting the length of chats by a third and raising conversion by 11% at key times.

Categories: Library, Awards Case Studies

We can be heroes

Hero, a mythological or legendary figure often of divine descent endowed with great strength or ability. However, in this instance I’m referring to a person who is admired for having done something very brave or having achieved something great in the world of Contact Centres.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, News & Events, Awards Case Studies

Case Study 2019: MyTime: enabling wellbeing and engagement at work at esure

See how the quality of analysis, planning and engagement drove success in implementing new working patterns for everyone, in one of the biggest people changes esure has ever completed.

Categories: Library, Awards Case Studies

Case Study 2019: A new operating model for workforce engagement at E.on

See how a comprehensive review of working patterns laid the foundation for a transformation that’s been designed to drive better experience for customers & colleagues at a lower cost, across all channels.

Categories: Library, Awards Case Studies

Case Study 2019: Innovations help Capita stand out from the crowd

See how the Innovations Team has transformed the role of insight, at pace, with ground-breaking twitter analytics within six months and the new Customer Service Alexa skill for three clients in just 60 days.

Categories: Library, Awards Case Studies

2019 Innovation Awards Finalists

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.

Categories: Library, Awards Case Studies

Case Study 2019: Fully engaging customers drives retention & growth at The Times and The Sunday Times

See how these famous news institutions thrive through digital transformation, strategically deploying data science and a personalised approach to engagement with content.

Categories: Library, Awards Case Studies

Case Study 2019: Changes amaze customers with paperless mortgages at RBS

See how digital transformation creates change in mindset & culture. It’s a UK first, with fast offers that amaze customers, some in 24hrs. Satisfaction jumped 50%, with rapid adoption across all channels.

Categories: Library, Awards Case Studies

Case Study 2019: Making Data Accessible and Engaging at NewDay

See how a new performance scorecard is creating visibility across teams to drive best practice, enabling colleagues to own their own performance and raising aspirations.

Categories: Library, Data, Analytics & Insight, Awards Case Studies

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