Aviva 2014 Case Study - Continual learning: people build success
See how investing in people development is paying back at Aviva UK Health and how assessors are able to take responsibility for their own learning.
Santander 2014 Case Study: Easy & immediate: making calls visual
See how Santander use screen sharing technology to replicate the branch experience on sales calls, raising customer satisfaction to 97%, cutting credit card fulfilment times 75% and lifting revenue 17%.
Worldpay 2014 Case Study: SHINE lifts engagement, quality & customer focus
Discover how a new collaborative, inclusive approach to QA underpinned a cultural transformation that has already lifted NPS 29% and encourages root cause analysis.
2015 Innovation & Transformation Awards: Transforming planning and sharing best practice at Ageas
See how Planning & Performance Analysts at Ageas delivered improved stakeholder engagement leading to a full redesign of the efficiency metrics lifting adherence by 3.33% and contributing to reducing attrition by 5%.
2015 Innovation & Transformation Awards: Delivering the end to end customer experience at British Gas Services
Discover how NPS, backlogs & efficiencies were improved simultaneously, by comprehensive end-to-end planning in British Gas Services that led to many more same day-appointments & lifted promise delivery 20%.
2015 Innovation & Transformation Awards: Risk & compliance: see how confidence sets people free at Direct Line Group
A major reform of quality & risk assessment is releasing people to have better customer conversations. This has improved customer outcomes & grown the business, with 50% more tests at 40% less cost.
2015 Innovation & Transformation Awards: Customer Insight: Closing the loop at Allianz
How data, communication, analysis & rigour, from the insight team, underpin customer improvements at Allianz, by collaboration with leaders, operations teams, underwriters, marketing, QA & risk.
2015 Innovation & Transformation Awards: Engagement: driving a customer culture at LV=
How customer focus at LV= led to removing sales incentives & targets, part of a strategic change involving new approaches to engagement, performance management and cross-skilling.
2015 Innovation & Transformation Awards: Homeworking - A flexible working culture at LV=
Learn how homeworking at LV= has boosted morale, improved customer experience, raised productivity and delivered a £2.3 million return on investment.
2016 Innovation & Transformation Awards: 52 Weeks of Green: focus on operational performance at Direct Line Group
See how planning and front line operations teams developed outstanding collaboration and buy-in, as a result of an absolute, shared focus on service consistency, every single week of the year.