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

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.
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Categories: Library, Awards Case Studies

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

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.
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Categories: Library, Awards Case Studies

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

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.
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Categories: Library, Awards Case Studies

2019 Innovation Awards Finalists

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.

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Categories: Library, Awards Case Studies

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

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.
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Categories: Library, Awards Case Studies

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

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.
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Categories: Library, Awards Case Studies

Case Study 2019: Making Data Accessible and Engaging at NewDay

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.
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Categories: Library, Data, Analytics & Insight, Awards Case Studies

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

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.
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Categories: Library, Data, Analytics & Insight, Awards Case Studies

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

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

Case Study 2019: The power of planning to transform the business at British Engineering Services

Case Study 2019: The power of planning to transform the business at British Engineering Services
How flexible resourcing and strategic use of planning helped them stand out from competitors on service and create a new, one team culture that’s doubled sales and raised month-end service by 50%.
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Categories: Library, Planning & Resourcing, Awards Case Studies

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