2021 National Conference

2025 Awards Case Study: Reinventing customer service through innovation

Outdated systems and manual tasks were slowing things down. So Guinness shook things up — blending video calls, automation, and smarter planning. Wait times dropped, staff felt more balanced, and customer ratings shot up.

2025 Awards Case Study: Making customer service smarter, faster, and more efficient

Trainline ditched a clunky old phone system and brought in a faster, smarter one. It routes calls better, saves cash, and makes coaching easier. Now teams have more time to focus on what really matters—helping customers.

2025 Awards Case Study: Making banking work for more people

TSB launched Video Banking so people could speak to advisors without leaving home. It worked. Customers loved it, staff felt more efficient, and the personal touch didn’t get lost —just delivered differently.

2025 Awards Case Study: Giving people the power to shape their work

Vitality let people choose when they worked—and it paid off. Shift coverage stayed solid, call answers improved, and satisfaction soared. Trusting teams with their time made everyone more engaged and ready to show up.

2025 Awards Case Study: Simplifying processes to get great customer experiences

With clearer processes and information needed, Water Plus built Oasis - one simple knowledge hub. Clear steps, smart guides and knowledge gaps addressed. Now, staff feel confident, training’s faster, and customers get informed responses - first time.

Deliver Outcomes, not just AI

Deliver Outcomes, not just AI – an article by one of our learners Tom Hunt from Verint.

20 Transformational Innovations Changing the Future of Work

Originally broadcast Tuesday 17th June 2025, 12:00

Celebrating the 20 finalists from this year’s Innovation & Transformation awards. Trailblazers who are redefining workforce planning, customer experience, and operational excellence. From AI to culture change, these organisations are proving that bold thinking drives real-world results.

2025 Awards Case Study: Driving real change

The Aldermore team knew things had to change. Service levels were poor, and staff were overwhelmed. Instead of patching up problems, they tackled the root causes. Breaking down silos and using data to drive decisions, they improved efficiency, saved £7m, and boosted engagement. The real win? A lasting culture shift.

2025 Awards Case Study: Bringing data to life

The Aviva Insight Team turned messy data into clear, useful reports. They automated tasks, cutting out 376 working days a year. By centralising reporting, they gave teams confidence in their numbers. Their quick thinking even fixed a financial error before it became costly. Now, data drives decisions, not guesswork.

2025 Awards Case Study: A transformation built on data and trust

Customers were frustrated. Engineers were stretched. The planning system wasn’t working. The team rebuilt it from the ground up, using real-time data to forecast demand. They cut last-minute cancellations and even introduced same-day service. Most importantly, they earned trust—both from engineers and customers—by delivering what they promised.

2025 Awards Case Study: A story of transformation

Two years ago, there was no back-office planning at eBay. The team built everything from the ground up. They created forecasts, reports, and a planning model that serves 75 different teams. Their secret? Start small, listen to feedback, and adjust. Now, instead of firefighting, they can plan ahead with confidence.

2025 Awards Case Study: A story of precision and progress

Planning at Firstsource used to be unreliable. The team changed that. They improved forecasting accuracy by up to 15%, cut response times, and built a structured database to speed up decisions. It wasn’t always easy – getting the right data was a struggle. But now, their insights shape business decisions every day.

2025 Awards Case Study: Unlocking the power of data

This team didn’t just collect data—they made it useful. In one year, they saved clients over £200,000 and helped HGS cut £25,000 in penalties. By analysing call trends, they fixed service issues before they grew. They’re proving that good data isn’t just numbers—it’s a way to improve everything.

2025 Awards Case Study: Small changes, big impact

The Leeds Building Society Planning Team proved that small tweaks can make a big difference. They automated break management, saving time for everyone. They also made planning more transparent, boosting engagement. The result? Fewer disruptions,and happier staff. Sometimes, the best solutions are the simplest.

2025 Awards Case Study: Enabling a seamless CRM transformation

Rolling out a new system for 500 people in one go? No easy task. The training team at Loop made it happen, despite constant updates and delays. They upskilled trainers, adapted quickly, and kept operations running. The result? A smooth launch, better service, and a training team that’s stronger than ever.

2025 Awards Case Study: Curiosity, collaboration, and patience

Understanding how agencies worked was the first step. The team mapped out every process, built tools to track efficiency, and helped direct £1m in smart investments. It wasn’t always easy—some were sceptical. By listening, showing value, and collaborating, they made agency operations smoother and more effective.

2025 Awards Case Study: Saying yes and making it happen

The NHSBSA Workforce Planning Team wanted a smarter way to develop talent. They focused on internal recruitment and training, boosting retention and workforce stability. Now, 77% of hires come from within, and forecasting is more accurate. Their work proves that planning isn’t just about numbers—it’s about giving people the right opportunities...

2025 Awards Case Study: Raising the bar on customer experience

Quality control at Openreach used to be inconsistent. The team fixed that by introducing a clear, fair QA system linked to customer feedback. The results? A 12-point jump in customer satisfaction and better engagement from staff. Now, quality isn’t just about checking work—it’s about learning and improving together.

2025 Awards Case Study: Changing the game, one step at a time

OVO’s planning wasn’t keeping up with business growth. The team listened, built better forecasts, and made schedules more flexible. It wasn’t easy—some doubted the changes. But with patience and teamwork, they turned things around. Now, forecasting is accurate, staff feel more supported, and customers get better service.

2025 Awards Case Study: A story of change and growth

Too much pressure. Too many new members. Something had to change. The team focused on smarter hiring, better training, and streamlining processes. The result? Less staff turnover, faster service, and happier customers. It took time, but now they’re ahead of demand instead of chasing it.

2025 Awards Case Study: Taking control and delivering results

Real-time operations at the AA were disjointed. The team took control, centralising decision-making and cutting inefficiencies. Performance hit record highs, and engagement soared. It wasn’t easy—some resisted the shift. But by proving their worth, they turned a struggling function into one that leads from the front.

2025 Awards Case Study: Making every second count

With just four people, this team transformed how the contact centre runs. They improved forecasting, cut wait times, and gave staff more control over their schedules. Rent call transfers dropped by 61%, and customer service improved. Their success proves that a small team can make a big difference.

2025 Awards Case Study: A year of change and challenge

When TSB restructured, the Planning Team had just five weeks to make it work. They mapped out new shifts, forecasted staffing needs, and ensured a smooth transition. The result? No forced redundancies, better efficiency, and a more flexible workforce. Their quick thinking kept the business running without a hitch.

2025 Awards Case Study: A story of collaboration

What started as two people sharing advice turned into a thriving support network for workforce planners. Now, members across industries share solutions, saving time and improving processes. They’ve even influenced system updates. Their success proves that sometimes, the best ideas come from simply talking to the right people.

2025 Awards Case Study: Making workforce planning work

Berengere Drevet tackled data misalignment between eBay and an external partner. She fixed reporting issues, improved data sharing, and streamlined planning processes. By asking the right questions, she eliminated confusion and helped teams focus on making better decisions.

2025 Awards Case Study: Making absence management work for everyone

Cara Wilson reshaped Jet2’s absence management. She started structured suicide awareness training. She also improved long-term sickness reintegration and made policies fairer. Her work reduced absence levels, improved engagement, and made colleagues feel supported.

2025 Awards Case Study: Automation improves onboarding and efficiency

Cheryl Whitfield developed Clive, an onboarding chatbot. Clive handled over 4,300 interactions in 11 weeks, helping new agents settle in quickly. He reduced managers’ workloads, improved information access, and boosted agent confidence. Cheryl’s work showed how simple automation can make a big impact.

2025 Awards Case Study: Simplifying processes and supporting teams

Chloe Moir transformed scheduling at Sky Home Service. She introduced a new overtime request system, reduced admin tasks, and improved off-diary tracking. Her changes saved time, boosted engagement, and strengthened ties with her remote team in Mumbai.

2025 Awards Case Study: Driving change at Firstsource

Darren Harvey improved workforce management for a major utility client. He created a real-time data tracker, reducing abandonment rates and improving response times. His proactive approach ensured consistent service levels across multiple business lines. His work brought structure, clarity, and measurable results.

2025 Awards Case Study: Data transformation at Aldermore

David Brockway modernized Aldermore’s data processes. He mastered SQL and Tableau, consolidated siloed data, and automated reporting. His work provided clearer insights, improved decision-making, and saved time. His impact wasn’t just about better data—it was about helping the business work smarter.