2017 Case Study: Betting: a game changing culture releases potential at Sky Betting & Gaming Awards

See how specialism created a culture of experts that took customer satisfaction to a record high, cut attrition, raised speed of answer by a third and is helping to grow the customer base 40% a year.

2017 Innovation & Transformation Awards: The human touch: is it easy to make the right choice? at Aegon

See how behavioural psychology has transformed sales and put the customer first, with great conversations, based on new scripts and training that gives the confidence to go beyond them.

2017 Innovation & Transformation Awards: Releasing potential: gain the attention of the board at TUI

Explore an extraordinary depth of engagement in Swansea, the hub of a new operating model that has turned around performance in a competitive market, with a 40 point rise in NPS and £17m benefits.

2017 Case Study: Simplifying Service: put people at the heart of change at L&G

Discover how collaboration and empowerment releases potential. By raising 1,300 ideas from colleagues in just 30 months, continuous improvement has saved 200 FTE overall and raised NPS.

Case Study 2017: From push to pull: empowering local engineers at BT

See how autonomy to manage their own workstacks and influence the design of new systems has transformed engagement and underpinned significant cost savings.

Categories: Library, Awards Case Studies

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.

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