Description: These modules explore the role of insight analysts, and the scientific method, in shaping decisions, generating measurable improvement, and engaging key stakeholders. The modules include practical exercises to help you identify gaps and opportunity in your current approaches.

Learn new approaches to driving improvement in your role, alongside other professionals looking to gain new skills or knowledge and make a tangible difference over the coming year. You will:

 - Learn how to put customer experience and quality at the heart of your operating model & culture.
 - Understand how a fit-for-purpose monitoring & prioritisation framework can drive improvement and be able to apply this in your work.
 - Learn how to drive powerful improvement, using data and feedback, for service recovery, process improvement and behavioural change.
 - See what best practice looks like, with insight from practical examples, emerging trends and top tips, seeing how to avoid key pitfalls.

Knowledge and Content Management is growing in importance within our industry. It is key to helping both internal colleagues and external customers. These videos offer practical knowledge and examples for specialist knowledge management teams, as well as key tips and guidelines for analysts, planners or managers looking to understand more, or curate knowledge in their own area of specialism.