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The Innovation of the Year 2018 award was won by Homeserve; an organisation centred on people and customers. In achieving commercial success and building community engagement, front-line teams re-connected with the organisation’s purpose, to rebuild trust. Marked out by judges as one of the best entries they’ve ever seen, this is a story everyone can learn from and be inspired by. They were also presented with the Innovation Award for Social Transformation.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, Awards Case Studies
See how cohesive leadership, powerful customer insight and a re-orientation of coaching to focus on great conversations combine to deliver large scale corporate transformation.
Categories: Library
See how a new end-to-end planning tool has delivered consistency, control and agility whilst freeing up time to transform the role of the planning analyst at Barclaycard.
Categories: Library, Awards Case Studies
Categories: Library, Operational Improvement, Awards Case Studies
Learn from two award winners how people engagement was key to a complete overhaul of the travel firm’s forecasting and scheduling department.
Categories: Library, Planning & Resourcing, Awards Case Studies
See how analytics, insight and agile methodologies have helped Shop Direct treble digital-assisted contact, so that half of all customers now self-serve and inbound calls shrunk 7%.
Categories: Library, Planning & Resourcing, Data, Analytics & Insight, AI & Automation, Awards Case Studies
See how an empowering leadership has released potential, building customer focus and enabling functions like real-time planning to innovate in analytics, technology and social media.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Awards Case Studies
Hear how a new pan-European workforce planning function was set up, consolidating working practices and cutting costs 6%, whilst engaging teams, gaining trust and credibility as a centre of expertise.