See how a collaborative approach to implementing speech analytics has lifted retention six points in the first teams and transformed operations at Sky Save, for both customers and colleagues.

The Innovation of the Year 2018 award was won by Homeserve; an organisation centred on people and customers. In achieving commercial success and building community engagement, front-line teams re-connected with the organisation’s purpose, to rebuild trust. Marked out by judges as one of the best entries they’ve ever seen, this is a story everyone can learn from and be inspired by. They were also presented with the Innovation Award for Social Transformation.

See how analytics, insight and agile methodologies have helped Shop Direct treble digital-assisted contact, so that half of all customers now self-serve and inbound calls shrunk 7%.