Best Practice Guides

2026 Awards Case Study: Resetting Flexibility with a Colleague-Led System with BT Group

Flexibility has long been part of the story BT Group tells about working in customer operations. Colleagues could earn time back. Managers wanted to support work–life balance. The intent was right. The experience, however, was less so.

2026 Awards Case Study: Learning from Expressions of Dissatisfaction at AXA

Across customer operations, organisations are surrounded by signals of customer experience. Many are rich. Few are fully understood. At AXA Insurance, one of the most underused signals was Expressions of Dissatisfaction — moments where customers expressed frustration or disappointment, but where the interaction did not meet the formal definition of a complaint.

These moments were captured manually by frontline advisors. The process added complexity at the end of demanding calls. Decisions relied on individual interpretation. And while the data existed, it rarely translated into learning or meaningful change. Dissatisfaction was recorded, but not truly understood.

Partnerships

Technology is the key enabler for success in our industry and it is key that relationships between end users and technology providers continue to improve, so raising standards in customer operations. 
NCFE x SVL were totally aligned in the requirements from a new CCaaS implementation and how this delivered a seamless journey to delivery of a truly omni channel platform. 
NatWest wanted to offer more than just the minimum for their vulnerable customers, so worked with National Support Network to offer trusted support that went beyond just banking.

Awards Panel Discussion

Hear best practice from a panel of individual and team award winners across Planning, Insight and Learning/Knowledge. Featuring SSCL, LNER, OVO Energy and HGS.

Shaun Jardine, SSCL

Shaun Jardine, Planning Manager of the Year, SSCL describes how he has rebuilt the foundations of planning, introducing new techniques, tools and thinking to build trust ensuring Planning have a seat at the Leadership table

BT Group

BT Group explain how they connected governance, planning, technology, and leadership into a joined-up operating model. 

Innovation of the Year, NFU Mutual

Innovation of the Year Award winner, NFU Mutual, tell their award winning story of how they connected governance, planning, technology, and leadership into a joined-up operating model that demonstrates how to deliver strategic transformation at enterprise scale. 

The Evolution of Planning

Some things will always matter. Businesses will always need to balance customer demand, employee needs, and business goals. Planning will still rely on data, but how that data is used will keep evolving.

Technology will continue to speed things up. AI and automation will take over more of the routine tasks, but that doesn’t mean planners will become less important.

2025 Awards Case Study: Betting on Innovation - Sabio x Flutter Entertainment

How a Global Sports Betting & iGaming Leader transformed Workforce Management in the UK & Ireland