2016 Innovation & Transformation Awards: A framework for Amazing Customer Experience at Affinion International

Discover how the Quality Assurance (QA) team gave a competitive edge at Affinion International, with ACE, reducing service related complaints, saving money and raising the number of gold standard calls by a third.

2016 Innovation & Transformation Awards: Follow the money: Insight drives improvement at RSA

End-to-end improvement of process & policy is saving millions of pounds at RSA, by approaching insight in ways that establish a culture of continuous improvement in claims processing.

2016 Innovation & Transformation Awards: Customer experience: 7 secrets for working at pace at RS Components

Gather customer intelligence, act on it and release the potential of your people. This has delivered results fast at RS Components, putting the customer truly at the heart of the business.

2016 Innovation & Transformation Awards: Living the brand: the end-to-end journey at Red Funnel

Focus on customer, colleagues and community is driving business growth and social media engagement at this enterprising, local ferry service – making 2015 the best year in their history.

2016 Innovation & Transformation Awards: Trust & advocacy: how to be No. 1 for customer service at RBS

See how a desire to become the best UK direct bank has brought an increasingly agile planning function together with teams across the operations, to transform customer experience at RBS.

2016 Innovation & Transformation Awards: The Lamp: helping us care for every life we touch at North East Ambulance Service

Learn from a great story of engagement & knowledge sharing – living the values. See how two individuals made the difference, literally saving lives at NEAS.

2016 Innovation & Transformation Awards: 2020 Vision brings strategy to life for everybody at InterCall

Making strategy clear & simple has engaged people. See how it’s released talent in the business, cut cost-to-serve 16%, delivered exceptional customer experience & driven continuous improvement.

2016 Innovation & Transformation Awards: FACT: operating principles for an efficient public service at Ingeus

See how value-based principles transformed the operation, saved £1.5m via automation and created the capacity to have life-changing conversations, supporting clients into sustainable work.

2016 Innovation & Transformation Awards: Great service: plan for processes that make life easy at Geoban

See how banking processes and customers’ end-to-end experience are transformed by new approaches to planning & insight at Geoban, on behalf of Santander UK.

2016 Innovation & Transformation Awards: Service Transformation: make it easy at EE

Listen to customer & colleagues, then fix what they say is broken. See how this led to huge increases in customer & colleague NPS at EE, while involving 38 technology implementations in 3 years.

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