2023 Customer Strategy & Planning (Virtual)

2025 Awards Case Study: Making power of attorney simpler for everyone

Emma Robinson fixed TSB’s Power of Attorney process. She improved training, enhanced the PowerApp, and simplified customer guidance. The rejection rate fell from 30% to 11%, complaints dropped by 30%, and £132,000 was saved. Customers got faster support, and staff felt more confident.

2025 Awards Case Study: Driving change through collaboration and initiative

Gerard Flynn improved global workforce planning at eBay. He streamlined forecasting, improved chat concurrency, and made reporting clearer. His data-driven approach reduced inefficiencies, improved customer satisfaction, and helped teams work smarter. His work showed how small changes can drive big improvements.

2025 Awards Case Study: Transforming back office operations

Graham Watson turned around a challenged Claims area. He reduced customer turnaround times by 80%. He improved service levels and reduced complaints by introducing workflow mapping, structured data, and better planning. These changes transformed the team’s work and created lasting benefits.

2025 Awards Case Study: Stepping up and making an impact

Honor Foley transformed training at Novuna. She redesigned sessions to make them practical and engaging. Her work ensured employees were confident using new systems. She supported advisors, adapted training formats, and empowered teams. Her approach made learning smoother and more effective.

2025 Awards Case Study: Reducing hours, raising morale

Jonathan O’Connor reduced working hours at Tructyre without harming service. He redesigned schedules, cut unpaid breaks, and improved work-life balance. Attrition dropped from 13% to 5%, engagement rose, and customer service stayed strong. His changes made work better for everyone.

2025 Awards Case Study: Simplifying processes to deliver faster outcomes

Jordan McMeeken automated FSCS’s performance tracking. He replaced manual processes with Power BI tools, saving hours each week. He also reworked claim reviews, cutting delays while maintaining high-quality standards. His changes sped up customer decisions and freed up time for teams.

2025 Awards Case Study: Turning small changes into big results

Jordan Weir automated overtime requests, reducing manual work by 67%. The forecasting process was also streamlined, improving reporting and speeding up approvals. These changes saved time, reduced stress, and ensured better workload management. Small adjustments made a significant impact across teams.

2025 Awards Case Study: Driving change without a planning background

Josh McGarry optimized OVO’s customer migration. He changed the migration days to reduce pressure, handled tricky cases first, and ensured clear communication. His smart adjustments reduced disruption, improved customer satisfaction, and ensured a smoother transition.

2025 Awards Case Study: Leading change one step at a time

Julie Jowett led Loop’s Microsoft Dynamics rollout. She restructured case management, improved training, and reduced failed cases from 150 a day to nearly zero. Her practical changes improved service, streamlined processes, and helped employees develop new skills.

2025 Awards Case Study: Driving operational improvement through collaboration

Kelly Graham improved workforce planning for OVO’s outsourcing partners. She trained teams on scheduling software, reduced service disruptions, and optimized staffing. Her work improved efficiency, reduced costs, and set a new standard for planning.

2025 Awards Case Study: From call centre agent to driving change

Kerry Hardman moved from call centre agent to workforce planner. She improved Haier’s scheduling, automated processes, and fixed system issues. Her persistence transformed outdated manual work into an efficient, user-friendly process.

2025 Awards Case Study: Supporting advisors to deliver better outcomes

Lauren Davison helped advisors give better advice. She introduced real-time support, improved training, and streamlined processes. Confidence grew, errors dropped, and more clients received the help they needed. Her work made a real difference.

2025 Awards Case Study: Transforming data into decisions

Manikanth Sikha automated reporting at Firstsource. He replaced slow, manual processes with real-time Power BI dashboards. His improvements saved time, reduced errors, and gave teams better

2025 Awards Case Study: Driving change through practical solutions

Margot Vanwynendaele helped Trainline transition to a new telephony system. She mapped processes, improved workforce management, and redesigned scheduling. Her work improved call handling, reduced wait times, and made customer service more efficient.

2025 Awards Case Study: Creating real change, one step at a time

Matt De Graw transformed eBay’s back-office operations. He introduced structured processes, optimized data, and improved efficiency. His team delivered $7 million in savings, gained recognition, and became a key part of the business.

2025 Awards Case Study: Helping others through knowledge management

Natalja Nicholls revamped NCFE’s knowledge management. She consolidated scattered resources, improved accessibility, and streamlined processes. Employees found information faster, reducing delays and improving service.

2025 Awards Case Study: Elevating team growth and industry collaboration

Paul Gardner improved collaboration at Haier Europe. He built industry partnerships, strengthened workforce development, and optimized operations. His leadership fostered growth, efficiency, and innovation.

2025 Awards Case Study: Changing the game in digital learning

Rochelle Francis transformed ACCA’s online learning. She made engaging and flexible content. It boosted completion rates and supported different learning styles

2025 Awards Case Study: Driving change through collaboration

Sarah Rowell led NCFE’s workflow improvements. She enhanced communication, reduced delays, and empowered employees. Her efforts improved operational efficiency and team collaboration.

2025 Awards Case Study: Transforming public sector insights at HGS

Steven Davison optimized public sector services at HGS. His data insights improved government decision-making, streamlined services, and enhanced efficiency.

2025 Awards Case Study: A Calabrio implementation that really paid off

Home Group replaced outdated systems with Business System’s’ cloud-based solution. Scheduling got easier, staff had more control, and efficiency jumped. Savings topped £16,000 a month. One year on, the benefits keep growing. A great example of what teamwork and tech can do.

2025 Awards Case Study: How an employee engagement platform transformed performance

Capita used Centrical’s gamification platform to cut handling times and boost call resolution. Managers saved time, and teams worked smarter. At first there were doubts, but when results rolled in, buy-in followed. A clever tool that changed how people worked.

2025 Awards Case Study: Customer service that works

Wheatley’s contact centre was struggling. Content Guru introduced a smarter, faster cloud system. Calls were handled better, wait times dropped, and satisfaction soared. This was more than just tech; it was about shared values. It focused on helping people, supporting communities, and creating something lasting.

2025 Awards Case Study: How Sky Retail transformed workforce planning with Deputy

Sky Retail lacked visibility — schedules often went unchecked and managers were left to make decisions based on guesswork. When Sky introduced Deputy’s workforce management platform, everything changed. Stores began to run more smoothly, shift adherence climbed to 95%, and trust grew between planning teams and frontline staff.  One small change sparked a big impact — giving Sky’s planning teams the clarity and insights they’d been missing.

2025 Awards Case Study: AI that changed customer support

Merseyflow drivers struggled to find toll payment info, leading to high call volumes and unnecessary fines. Emovis teamed up with DLP to introduce an AI chatbot that answered 80% of customer queries instantly. Complaints dropped, digital adoption rose, and in just a year, the chatbot delivered a 240% return on investment.

2025 Awards Case Study: Building a global planning team that works

OVO needed offshore support that felt like one team. Firstsource made it happen—quickly. Service levels jumped, response times improved, and culture thrived. They trained together, chatted daily, and built trust across borders. A great example of people-first operational change.

2025 Awards Case Study: More calls, less waiting

Newcastle City Council”s call centre was under pressure. FourNet helped rework everything—better routing, real-time data, smarter planning. Calls doubled, wait times halved, and complaints dropped. A system rethink made things better for staff and residents alike. Change came from asking better questions.

2025 Awards Case Study: A new approach to NHS 111

DHU’s legacy phone system couldn’t cope. NICE introduced CXone—suddenly staff had data, faster workflows, and better tools. Call routing improved, patient care got safer, and response times dropped. What really made it work? Trust, shared learning, and full team involvement.

2025 Awards Case Study: Making workforce planning work

Utility Warehouse was buried in spreadsheets. NICE introduced automation, smart scheduling, and real flexibility. Staff could swap shifts, book time off, and feel more in control. Attrition dropped, admin costs fell, and employees felt the difference. Better tech, better experience.

2025 Awards Case Study: Smoothing out scheduling

Jet2’s reps used spreadsheets and PDFs—confusing, slow, and inconsistent. Peopleware brought in real-time scheduling across Europe. Now managers have visibility, compliance is easier, and rostering takes minutes, not days. A smart system that’s helped Jet2 grow without added stress.