2023 Innovation & Transformation Awards: Creating time for meaningful conversations at Water Plus

2023 Innovation & Transformation Awards: Creating time for meaningful conversations at Water Plus
At the heart of the Innovation & Centre of Excellence is an internal talent growth programme driving improvement through automation and robotics. This isn’t about replacing people, this is about releasing mundane tasks that shouldn’t take a human to do, so the humans can add real value to customers.

2023 Planning Awards: Tom Hammond at Aviva

2023 Planning Awards: Tom Hammond at Aviva devised an Allocation Framework that works as a structure for all the transformation modelling he has undertaken. The framework has really improved messaging with key stakeholders who may not be data orientated.

2023 Planning Awards: Darren Harvey at Firstsource

2023 Planning Awards: Darren Harvey at Firstsource works on very varied accounts but always looks to deliver proactive plans to improve performance across these clients. He has worked closely with them to improve efficiencies and standardised reporting which has delivered significant savings.

2023 Insight Awards: Focussing MI on what matters most to do more with less at FedEx

2023 Insight Awards: Focussing MI on what matters most to do more with less at FedEx
Resource challenges made the team think differently about MI. Making life simpler for their audience, they have removed the noise and produced automated Power BI Dashboards. This allowed the team to do more with less resources.

2023 Insight Awards: Desktop analytics in the back office at Firstsource

2023 Insight Awards: Desktop analytics in the back office at Firstsource
The team have leveraged data analytics for back office operations. They have integrated many data sources with existing desktop analytics tools. This allowed them to identify many opportunities for improvement. Small transformations are delivering significant benefits.

2023 Insight Awards: Empowering people to help themselves at NFU Mutual Agencies

2023 Insight Awards: Empowering people to help themselves at NFU Mutual Agencies
Connecting data to processes has allowed the team to drive insight-led improvement. Understanding variation across their network is highlighting opportunities. Projection based dashboards then allow stakeholders to do “What if?” analysis to predict the outcomes of their decisions.

2023 Insight Awards: Automation delivers a step change in customer service at Water Plus

2023 Insight Awards: Automation delivers a step change in customer service at Water Plus
Using robots, the team are simplifying processes for their advisors and their customers. Automating time consuming processes is removing the risk of human error and freeing up time to focus on the customer. This has helped to improve efficiency, reduce complaints and increase customer satisfaction.

2023 Insight Awards: Maritza Soto Vasquez at Legal & General

Maritza Soto Vasquez left a successful career as an astrophysicist to join the team at Legal & General. She identified transferable skills and introduced a scientific approach to insight. Maritza is now sharing her skills training her colleagues in tools such as Python.

2023 Insight Awards: Holly Smith at Macmillan Cancer Support

Holly Smith used skills she had developed to automate reporting at Macmillan Cancer Support. Building simple excel based robots, she is making it easier for her colleagues to log and update work, saving time and reducing errors.

2023 Insight Awards: Lauren Magee at North Yorkshire County Council

Lauren Magee has used data to tell stories and bring together colleagues at North Yorkshire County Council to work towards a common goal. Regular collaboration sessions pulled together different skills, knowledge and ideas, to develop a self-service portal and chatbots, driving a channel shift for their customers.

2023 Insight Awards: Megan Hutchens at L&Q

Megan Hutchens looked outside planning for solutions to a planning challenge at L&Q. High handle times meant that they were unable to answer calls within agreed service levels. Analysing the data identified opportunities to improve and effective coaching has improved efficiency, reduced costs and improved service levels.

2023 Insight Awards: Isha Saxena at Firstsource

Isha Saxena has been a driving force behind the team success at Firstsource. Setting up the right data architecture and frameworks has enabled her to quickly produce automated Power BI dashboards. This has built trust and helps business leaders with strategic decision-making.

2023 Insight Awards: Stuart Marr at RSA

Stuart Marr has played a key role in introducing Interaction analytics to RSA. Aligning to company values and putting equal emphasis on speech and text he has built an automated QA model. This allows the QA team to focus on coaching and improvement.

2023 Quality & Improvement Awards: Analysis drives improved Knowledge Management at Anglian Water

2023 Quality & Improvement Awards: Analysis drives improved Knowledge Management at Anglian Water
Deploying a new Knowledge database and integrating Power Apps has brought together Knowledge Management and virtual 121 support into a user friendly tool. This is driving demonstrable improvement on FCR and CSAT.

2023 Quality & Improvement Awards: Matt Prince at Novuna

Matt Prince has revolutionised his operation at Novuna. He brought in Contact Centre Best Practice in Planning, Quality and Insight. His communication has driven forward an inspirational change.

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