Planning was difficult. Forecasts didn’t match the real workload. So they simplified, introduced smarter tools, and brought everyone along for the ride. Now, service is quicker, people feel supported, and planning finally works for everyone—not just the system.

WFM at Monzo was spreadsheet chaos. They cleaned it up with better data, clever automation, and small steady steps. Now, forecasting is sharper, scheduling is smoother, and the team has become a key player in strategy.

This team didn’t go for a big overhaul. They focused on everyday stuff — team shadowing, clearer leadership, and small changes that added up. The result? Stronger culture, better teamwork, and big wins for customers and staff alike.

Contact volumes exploded, and complaints followed. British Gas didn’t panic—they reworked how they talk to customers, trained staff better, and used smart tools to stay ahead. Now, calls are shorter, customers are happier, and complaints are way down.

Fixing one thing at a time wasn’t cutting it. Aldermore zoomed out, mapped the full customer journey, and broke down silos. Teams now collaborate better, delays are down, and customers are seeing a real difference.