Building on their award-winning real-time model the Capability Transformation and Planning teams worked together to conceive and develop 3Cal, a tool that the whole business can use to plan activity with customer or colleague impact, so that it is visible and built into the forecast and plan.

Liz Vosper, Knowledge Manager at The Open University leads by example, with a passionate focus on learning and sharing knowledge - and the colleague or customer experience. She is adding real value within her own organisation, but also in our wider best practice community, as she undertakes her content audit and builds a business case for the value of transformed knowledge and content management, both in the contact centre and in the student online knowledge base.

At Which? working with the Davies Group massively accelerated their roll out of analytics, with rapid ROI and unprecedented insight about consumer attitudes and experience during lockdown. 

Skipton Building Society and NICE demonstrated how to unlock the potential of workforce management and support a huge rise in the capability of the planning, with tangible benefits for the business. 

At Hoist Finance and Aspect, an ambitious roll out of a new pan-European omni-channel platform was accelerated into a few weeks, to support working from home with lockdown. This huge logistical challenge was overcome by an exceptionally close and collaborative relationship, with mutual positive challenge and trust.

Jamie Campbell from LV= is seen as a trusted partner, delivering what matters to stakeholders. This was a challenging year, with his team doubling in size and breaking down historic siloes. He takes pride in developing his team members, always there for them. He doesn’t micro-manage but does offer support and guidance.

The team at The Open University were highly commended for how they raised their profile through the pandemic, introducing new ideas like Skype Walkers or  personal emergency time off. They kept focus on delivering student registrations, which reached record levels this year. Myriad scenarios were modelled for changes in opening hours, contact channels and cross-training in both front and back office work.