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Sensée Awards Case Study 2013: Homeworking environment raises the bar on performance

Discover how the highly-developed virtual environment at Sensée has driven productivity; typically 20%-30% better than in-house operations, and improved quality of service; HomeAgents outperform clients on all behavioural quality scores by an average of 16%.

Categories: Library, Awards Case Studies

Aviva 2014 Case Study - Continual learning: people build success

See how investing in people development is paying back at Aviva UK Health and how assessors are able to take responsibility for their own learning.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Awards Case Studies

LV= 2014 Case Study - Planning to be Britain’s best loved insurer

Discover how LV=’s transformational planning approach has removed workplace siloes, engaged staff and delivered remarkable customer service, while saving the business £1.1 million.

Categories: Library, Planning & Resourcing, Awards Case Studies

Santander 2014 Case Study: Easy & immediate: making calls visual

See how Santander use screen sharing technology to replicate the branch experience on sales calls, raising customer satisfaction to 97%, cutting credit card fulfilment times 75% and lifting revenue 17%.

Categories: Library, Operational Improvement, Awards Case Studies

Worldpay 2014 Case Study: SHINE lifts engagement, quality & customer focus

Discover how a new collaborative, inclusive approach to QA underpinned a cultural transformation that has already lifted NPS 29% and encourages root cause analysis.

Categories: Library, Operational Improvement, Awards Case Studies

2015 Innovation & Transformation Awards: Transforming planning and sharing best practice at Ageas

See how Planning & Performance Analysts at Ageas delivered improved stakeholder engagement leading to a full redesign of the efficiency metrics lifting adherence by 3.33% and contributing to reducing attrition by 5%.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Awards Case Studies

2015 Innovation & Transformation Awards: Delivering the end to end customer experience at British Gas Services

Discover how NPS, backlogs & efficiencies were improved simultaneously, by comprehensive end-to-end planning in British Gas Services that led to many more same day-appointments & lifted promise delivery 20%.

Categories: Library, Operational Improvement, Awards Case Studies

2015 Innovation & Transformation Awards: Risk & compliance: see how confidence sets people free at Direct Line Group

A major reform of quality & risk assessment is releasing people to have better customer conversations. This has improved customer outcomes & grown the business, with 50% more tests at 40% less cost.

Categories: Library, Operational Improvement, Awards Case Studies

2015 Innovation & Transformation Awards: Customer Insight: Closing the loop at Allianz

How data, communication, analysis & rigour, from the insight team, underpin customer improvements at Allianz, by collaboration with leaders, operations teams, underwriters, marketing, QA & risk.

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

2015 Innovation & Transformation Awards: Engagement: driving a customer culture at LV=

How customer focus at LV= led to removing sales incentives & targets, part of a strategic change involving new approaches to engagement, performance management and cross-skilling.

Categories: Library, Operational Improvement, Awards Case Studies

2015 Innovation & Transformation Awards: Homeworking - A flexible working culture at LV=

Learn how homeworking at LV= has boosted morale, improved customer experience, raised productivity and delivered a £2.3 million return on investment.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Awards Case Studies

2016 Innovation & Transformation Awards: Pushing the boundaries of planning at The Co-Operative Bank

See how the Demand Management Team (DMT) has extended the reach of planning to become an indispensable and trusted business planning & consultancy partner across all the bank’s channels.

Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, Awards Case Studies

2016 Innovation & Transformation Awards: 52 Weeks of Green: focus on operational performance at Direct Line Group

See how planning and front line operations teams developed outstanding collaboration and buy-in, as a result of an absolute, shared focus on service consistency, every single week of the year.

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

2016 Innovation & Transformation Awards: Service Transformation: make it easy at EE

Listen to customer & colleagues, then fix what they say is broken. See how this led to huge increases in customer & colleague NPS at EE, while involving 38 technology implementations in 3 years.

Categories: Library, Operational Improvement, Awards Case Studies

2016 Innovation & Transformation Awards: Great service: plan for processes that make life easy at Geoban

See how banking processes and customers’ end-to-end experience are transformed by new approaches to planning & insight at Geoban, on behalf of Santander UK.

Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, Awards Case Studies

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