We can be heroes

Hero, a mythological or legendary figure often of divine descent endowed with great strength or ability. However, in this instance I’m referring to a person who is admired for having done something very brave or having achieved something great in the world of Contact Centres.

Case Study 2019: MyTime: enabling wellbeing and engagement at work at esure

See how the quality of analysis, planning and engagement drove success in implementing new working patterns for everyone, in one of the biggest people changes esure has ever completed.

Categories: Library, Awards Case Studies

Case Study 2019: A new operating model for workforce engagement at E.on

See how a comprehensive review of working patterns laid the foundation for a transformation that’s been designed to drive better experience for customers & colleagues at a lower cost, across all channels.

Categories: Library, Awards Case Studies

Case Study 2019: Innovations help Capita stand out from the crowd

See how the Innovations Team has transformed the role of insight, at pace, with ground-breaking twitter analytics within six months and the new Customer Service Alexa skill for three clients in just 60 days.

Categories: Library, Awards Case Studies

2019 Innovation Awards Finalists

Be inspired by 12 high impact and ground-breaking innovations, shortlisted for the 2019 Innovation Awards and presenting their stories at the 2019 Customer Strategy & Planning Conference in Warwick on April 8-9. We’re proud to announce that these 2019 case studies shine the light on key trending topics for our members.

Categories: Library, Awards Case Studies

Case Study 2019: Fully engaging customers drives retention & growth at The Times and The Sunday Times

See how these famous news institutions thrive through digital transformation, strategically deploying data science and a personalised approach to engagement with content.

Categories: Library, Awards Case Studies

Case Study 2019: Changes amaze customers with paperless mortgages at RBS

See how digital transformation creates change in mindset & culture. It’s a UK first, with fast offers that amaze customers, some in 24hrs. Satisfaction jumped 50%, with rapid adoption across all channels.

Categories: Library, Awards Case Studies

Case Study 2019: Making Data Accessible and Engaging at NewDay

See how a new performance scorecard is creating visibility across teams to drive best practice, enabling colleagues to own their own performance and raising aspirations.

Case Study 2019: Creating an environment where success is inevitable at Anglian Water

See how an enterprise-wide community of insight professionals is connecting and developing people, based on principles that anyone could learn from. They share, innovate & create proven value.

Case Study 2019: Resource planning for engineers’ training at Openreach

See how analysts and stakeholders connected, making it possible for new tools, data and processes for resource planning to transform the delivery of Learning, Development & Resourcing for field engineers.

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