HGS - Planning Team 2022 Case Study

Great processes and communication are breaking down siloes at HGS
This planning team grasped the chance to improve their service to operations, implementing new processes, aligned to business goals, and breaking down functional siloes. Most importantly, regular meetings with operations are building trust, and engagement means that changes are made based on feedback and discussion.

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Aviva UKGI - Planning Team 2022 Case Study

Putting the planning team at the heart of cultural change within Aviva
Aviva have moved from being a team who produce data to one that is at the heart of a cultural change in the business. They have made it easier for advisors and team leads to have open conversations. Fully flexible preference schedules and freedom breaks have raised morale across the centre.

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Anglian Water & Aiimi - Partnership Awards Case Study 2022

This long running partnership with Aimii has successfully delivered a wealth of collaborative projects, helping Anglian Water to unlock the value of their data, making information accessible and digestible, which has been crucial to improving operations and decision making.

Categories: Library, Awards Case Studies

British Gas & Intradiem - Partnership Awards Case Study 2022

This partnership has delivered a step change in productivity, also lifting colleague engagement and customer experience at British Gas. Intradiem’s experience from other customers has been applied brilliantly, so that the technology is well used and delivers value.

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Cazoo & Calabrio - Partnership Awards Case Study 2022

Key to success of the WFM implementation at Cazoo, was the support of Calabrio’s Customer Success Manager. Working as a one-person department for most of the deployment, this was a key enabler in helping to make decisions and embed change.

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Dialect & Omnigage & SVL - Partnership Award Case Study 2022

This partnership is delivering innovation at pace for key Fintech clients who expect this, as they themselves bring their innovative products to market. The shared values and communication adopted by the three partners are key factors in this success.

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NatWest & QStory - Partnership Awards Case Study 2022

Through this partnership NatWest has supported customers and colleagues in challenging times, and supported wellbeing. Key to the success is QStory’s open approach of actively responding to their customers’ needs and developing the product.

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Utility Warehouse & Sensée - Partnership Award Case Study 2022

Sensee’s expertise in best practice home working, and the rapid deployment of LiveDesk technology across 950 agents, meant that Utility Warehouse could bring agents into one virtual space, helping people thrive at home, and deliver great customer service.

Categories: Library, Outsourcing, Awards Case Studies

Lauren Gee, Sainsbury's Bank - Insight Rising Star 2022 Case Study

At Sainsbury’s Bank, Lauren Gee is using speech analytics to identify vulnerable customers and ensure that they are getting the right level of support. New to the role she drew on the knowledge of the speech analytics network group and is now supporting other members on their journey.

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Holly Smith, Macmillan Cancer Support - Insight Individual 2022 Case Study

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