Understanding the benefits of working at a strategic level. These webinars are designed to help everyone in analytical roles become a more active contributor to their organisation’s strategy, to gain a place at the top table.
Categories: Library, Partner News
With clearer processes and information needed, Water Plus built Oasis - one simple knowledge hub. Clear steps, smart guides and knowledge gaps addressed. Now, staff feel confident, training’s faster, and customers get informed responses - first time.
Categories: Library, Awards Case Studies
Vitality let people choose when they worked—and it paid off. Shift coverage stayed solid, call answers improved, and satisfaction soared. Trusting teams with their time made everyone more engaged and ready to show up.
TSB launched Video Banking so people could speak to advisors without leaving home. It worked. Customers loved it, staff felt more efficient, and the personal touch didn’t get lost —just delivered differently.
Trainline ditched a clunky old phone system and brought in a faster, smarter one. It routes calls better, saves cash, and makes coaching easier. Now teams have more time to focus on what really matters—helping customers.
Outdated systems and manual tasks were slowing things down. So Guinness shook things up — blending video calls, automation, and smarter planning. Wait times dropped, staff felt more balanced, and customer ratings shot up.
The old holiday booking system caused stress. So, the AA Scheduling Team scrapped it and gave people guaranteed leave. More flexibility, less admin, and record service levels followed. It worked because they trusted their people.
OVO mixed AI, automation, and human support to make planning and service slicker. Teams have more time to do meaningful work, and customers get faster answers. It’s a smarter, simpler way to keep things moving.
Openreach brought customer and operations teams together under one roof. That shift—from blame to teamwork—cut delays, boosted service, and got everyone focused on fixing problems fast. The big win? Customers noticed the difference.
The team grew fast, but development didn’t keep up. So NHSBSA built a simple framework—Do, Think, Achieve. It gave staff structure, time to grow, and space to thrive. Now, internal talent is rising, and planning is stronger than ever.