miPerform and Northumbrian Water have been working in partnership since 2020 to redefine the boundaries of client and technology collaboration. At the heart of this partnership is a joint vision to deliver customer service excellence through empowering agents and enabling self-management, through deployment of an innovative toolset that supports peer-to-peer benchmarking, gamification, transparency, and fairness of reward. The operational background of the team at miPerform has been key to success; they understand what is important, combined with rapid response times, shared goals and an openness to learning and challenge. This is a very successful and embedded partnership.