2023 Customer Strategy & Planning (Virtual)

Graeme Ryan, RSA Motability - Rising Star 2022 Case Study

Graeme Ryan at RSA Motability used his network and worked closely with stakeholders to put a playbook in place.

Severn Trent Water - Planning Team 2022 Case Study

Planning transformation across the business at Severn Trent Water
A transformation in planning, involved reskilling and restructuring the entire team, into one central location. The team have rapidly gained trust, at all levels, with step changes in the service provided, massive cost efficiencies and an impressive capacity for data and analytics that is enabling data-led decisions and one version of the truth.

Laura Roberts, RSA Motability - Planning Manager 2022 Case Study

Laura Roberts at RSA Motability built a new capacity model that gained the trust of the board and new recruitment was signed off, building the trust of the board. 

Claire Gallagher, BT-EE Plusnet - Planning Analyst 2022 Case Study

Claire Gallagher at BT-EE-Plusnet used bots to take mundane and lengthy tasks from planners and allow more time for personal development. 

Helen Kemp, BT EE Plusnet - Planning Manager 2022 Case Study

Helen Kemp at BT-EE-Plusnet believes in allowing her people to focus on their strength to bring new ideas and to fail fast and learn fast. 

Ciaran Reynolds, RSA - Planning Analyst 2022 Case Study

Ciaran Reynolds at RSA is an ideas person, happy to try left-field ideas and brings stakeholders on the journey. 

Jenny Hayes, RSA - Planning Manager 2022 Case Study

Jenny Hayes at RSA lets her people follow passions and leads from the front, unafraid to get stuck in. 

Jack Childs, Novuna - Rising Star 2022 Case Study

Jack Childs at Novuna has worked on his own learning, improved processes, and relationships with stakeholders.

Wayne Mitchell, BT EE Plusnet - Planning Manager 2022 Case Study

Wayne Mitchell at BT-EE-Plusnet has worked on giving his team opportunities to learn and believes in leading by example. 

Julie Jowlett, Loop - Planning Rising Star 2022 Case Study

Julie Jowlett at Loop introduced freedom breaks and improved holiday processes to improve morale.

Cameron Croxson, L&Q - Planning Manager 2022 Case Study

Cameron Croxson at L&Q is a central figure in the business respected for the support he gives, willing to develop others and himself.

Karen Christmas, Eurostar - Planning Rising Star 2022 Case Study

Karen Christmas at Eurostar built a plan to manage furlough and is now working with staff returning to work.

2023 Planning Awards: Planners have interrogated their data to thoroughly understand issues at Hoover Candy

2023 Planning Awards: Planners have interrogated their data to thoroughly understand issues at Hoover Candy
Challenging their software vendors uncovered issues that also impacted other customers. They’ve built relationships with stakeholders, who now trust the information provided. And a new Pathway to Planning offers advisors new career choices. Participants have even become informal planning champions in their teams!
 

2023 Planning Awards: See how data scientists are transforming customer journeys at Legal & General

2023 Planning Awards: See how data scientists are transforming customer journeys at Legal & General
Gathering information form front-line staff has mode possible automated workflows for 27,000 customers per month and led to greatly improved customer journeys. This has increased engagement with the operation. And it’s reduced repeat contacts, increasing the value that advisors can add to each call.
 

2023 Planning Awards: Next generation branch planning at Lloyds Banking Group

2023 Planning Awards: Next generation branch planning at Lloyds Banking Group
Intensive time surveys have come in-house so that branch managers and teams are now assessing information about customer behaviour. This now happens more often over a wider range of branch sizes, improving forecasts and leading to better staffing coverage with increased shrinkages and improved service to customers.

2023 Planning Awards: Extending planning into new areas by building trust and support at SSCL

2023 Planning Awards: Extending planning into new areas by building trust and support at SSCL
The team are feedback driven and overcame change fatigue, with trust scores in the team rising every year. They’ve engaged with operations as they introduce planning into new areas. And they’ve developed the team, to build confidence and extend skills. This has led to promotion and development opportunities for all the analysts.

2023 Planning Awards: Building a better tomorrow for both colleagues and customers at Vitality Health

2023 Planning Awards: Building a better tomorrow for both colleagues and customers at Vitality Health
The team embrace change and keep things very simple and transparent, with great stakeholder communication. Forecasting has improved, with accuracy close to 1%. Real-time optimise systems and reduce non-value contacts. By developing people in the team, they now have a wider view of their impact across the business.

2023 Planning Awards: Tabitha Cantrell at Hoover Candy

2023 Planning Awards: Tabitha Cantrell at Hoover Candy interrogated the data supplied by their systems to uncover errors and gained the trust of both operations and the supplier.

2023 Planning Awards: Vanessa Jossi at Lifeplus

2023 Planning Awards: Vanessa Jossi at Lifeplus has focussed on her learning. She learns from others in her organisation and network groups at The Forum, as well as from industry articles. She has redesigned many reports and dashboards across Lifeplus.

2023 Innovation & Transformation Awards: Unlocking the power of data and actionable insight at Firstsource

2023 Innovation & Transformation Awards: Unlocking the power of data and actionable insight at Firstsource
Maximising the power of data to build a capability providing insight and foresight into risks that would otherwise disrupt the operation. Information is no longer dealt with in isolation as the platform brings different teams together to discuss and plan jointly. 
 

2023 Innovation & Transformation Awards: Transforming customer journeys with the CI Squad at FIS

2023 Innovation & Transformation Awards: Transforming customer journeys with the CI Squad at FIS
Using a continuous improvement framework to understand and fix the root cause of issues. Partnering with operational and specialist teams to plan, deliver and sustain improvements. Listening to customers and colleagues to understand what needs to change and making over 100 improvements in the first year.

2023 Innovation & Transformation Awards: Extending the reach and value of resource planning at Legal & General

2023 Innovation & Transformation Awards: Extending the reach and value of resource planning at Legal & General
Introducing a framework of understanding to use data to make better decisions. Launching Verint Workmanager to track and distribute work to support working practices for frontline employees. Transforming leaders, supporting long-standing processes and people to work in a different more future-minded way.

2023 Innovation & Transformation Awards: Crowd sourcing innovation making it easier for all passengers at Northern Rail

2023 Innovation & Transformation Awards: Crowd sourcing innovation making it easier for all passengers at Northern Rail
Focussed on “doing the right thing” making travel and access to travel by train easier for people who may have previously faced challenges. From dementia friendly signage, sign language, accessible toilets and using VR to help customers and front-line colleagues.

2023 Innovation & Transformation Awards: Driving employee engagement and customer satisfaction at Ocado

2023 Innovation & Transformation Awards: Driving employee engagement and customer satisfaction at Ocado
Focussing on people development to drive employee engagement and customer satisfaction. Holistic approach to development, covering all levels to raise standards. Demonstrating a people focus strategy and culture to bring the very best out in everyone.

2023 Innovation & Transformation Awards: Busting myths around hybrid working at RSA

2023 Innovation & Transformation Awards: Busting myths around hybrid working at RSA
Bringing data together in one version of the truth to drive understanding, learning and improvement for hybrid working. Using the data to help shape their home, office and hybrid working strategy, to improve attraction and attrition.

2023 Innovation & Transformation Awards: Work-life-balance in a blended work environment at Student Loans Company

2023 Innovation & Transformation Awards: Work-life-balance in a blended work environment at Student Loans Company
Redefining flexi-time at scale to provide flexibility for both the business and its people improving employee satisfaction and customer experience. Engaging with key operational stakeholders has been crucial to the success of this initiative, with over 1,000 colleagues now experiencing better work-life balance.

2023 Innovation & Transformation Awards: Creating time for meaningful conversations at Water Plus

2023 Innovation & Transformation Awards: Creating time for meaningful conversations at Water Plus
At the heart of the Innovation & Centre of Excellence is an internal talent growth programme driving improvement through automation and robotics. This isn’t about replacing people, this is about releasing mundane tasks that shouldn’t take a human to do, so the humans can add real value to customers. 

2023 Planning Awards: Introducing planning at the Department for Education

2023 Planning Awards: Introducing planning at the Department for Education
This team now manage and prepare for customer contacts, especially for peak, which now plays out more like a normal week. Resource intensive reporting has been eliminated, with one version of the truth well established. They are better equipped and prepared, with far less pressure on team members and improved engagement as a result.

2023 Planning Awards: Putting nurses at the heart of resource planning at Fresenius Kabi

2023 Planning Awards: Putting nurses at the heart of resource planning at Fresenius Kabi
The Day in the Life programme has helped nurses and planners understand each other’s challenges, so they work much closer together. A single resource model now works across all areas of this field operation. Improved engagement and better process have led to operational improvement, ensuring that all patients are visited in a timely manner.

2023 Planning Awards: Lynsay McPhilimy at Aviva

2023 Planning Awards: Lynsay McPhilimy at Aviva is a determined analyst who is not afraid to take that first step. She has a vision for improving and developing both in her own career and the operation.