2020 National Conference On-Demand

Sensée Awards Case Study 2013: Homeworking environment raises the bar on performance

Discover how the highly-developed virtual environment at Sensée has driven productivity; typically 20%-30% better than in-house operations, and improved quality of service; HomeAgents outperform clients on all behavioural quality scores by an average of 16%.

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.

LV= 2014 Case Study - Planning to be Britain’s best loved insurer

Discover how LV=’s transformational planning approach has removed workplace siloes, engaged staff and delivered remarkable customer service, while saving the business £1.1 million.

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: Pushing the boundaries of planning at The Co-Operative Bank

See how the Demand Management Team (DMT) has extended the reach of planning to become an indispensable and trusted business planning & consultancy partner across all the bank’s channels.

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.

2016 Innovation & Transformation Awards: Service Transformation: make it easy at EE

Listen to customer & colleagues, then fix what they say is broken. See how this led to huge increases in customer & colleague NPS at EE, while involving 38 technology implementations in 3 years.
 

2016 Innovation & Transformation Awards: Great service: plan for processes that make life easy at Geoban

See how banking processes and customers’ end-to-end experience are transformed by new approaches to planning & insight at Geoban, on behalf of Santander UK.

2016 Innovation & Transformation Awards: FACT: operating principles for an efficient public service at Ingeus

See how value-based principles transformed the operation, saved £1.5m via automation and created the capacity to have life-changing conversations, supporting clients into sustainable work.

2016 Innovation & Transformation Awards: 2020 Vision brings strategy to life for everybody at InterCall

Making strategy clear & simple has engaged people. See how it’s released talent in the business, cut cost-to-serve 16%, delivered exceptional customer experience & driven continuous improvement.

2016 Innovation & Transformation Awards: The Lamp: helping us care for every life we touch at North East Ambulance Service

Learn from a great story of engagement & knowledge sharing – living the values. See how two individuals made the difference, literally saving lives at NEAS.

2016 Innovation & Transformation Awards: Trust & advocacy: how to be No. 1 for customer service at RBS

See how a desire to become the best UK direct bank has brought an increasingly agile planning function together with teams across the operations, to transform customer experience at RBS.

2016 Innovation & Transformation Awards: Living the brand: the end-to-end journey at Red Funnel

Focus on customer, colleagues and community is driving business growth and social media engagement at this enterprising, local ferry service – making 2015 the best year in their history.

2016 Innovation & Transformation Awards: Customer experience: 7 secrets for working at pace at RS Components

Gather customer intelligence, act on it and release the potential of your people. This has delivered results fast at RS Components, putting the customer truly at the heart of the business.
 

2016 Innovation & Transformation Awards: Follow the money: Insight drives improvement at RSA

End-to-end improvement of process & policy is saving millions of pounds at RSA, by approaching insight in ways that establish a culture of continuous improvement in claims processing.

2016 Innovation & Transformation Awards: A framework for Amazing Customer Experience at Affinion International

Discover how the Quality Assurance (QA) team gave a competitive edge at Affinion International, with ACE, reducing service related complaints, saving money and raising the number of gold standard calls by a third.
 

Case Study 2017: From push to pull: empowering local engineers at BT

See how autonomy to manage their own workstacks and influence the design of new systems has transformed engagement and underpinned significant cost savings.

2017 Case Study: Simplifying Service: put people at the heart of change at L&G

Discover how collaboration and empowerment releases potential. By raising 1,300 ideas from colleagues in just 30 months, continuous improvement has saved 200 FTE overall and raised NPS.

2017 Innovation & Transformation Awards: Releasing potential: gain the attention of the board at TUI

Explore an extraordinary depth of engagement in Swansea, the hub of a new operating model that has turned around performance in a competitive market, with a 40 point rise in NPS and £17m benefits.
 

2017 Innovation & Transformation Awards: The human touch: is it easy to make the right choice? at Aegon

See how behavioural psychology has transformed sales and put the customer first, with great conversations, based on new scripts and training that gives the confidence to go beyond them.

2017 Case Study: Betting: a game changing culture releases potential at Sky Betting & Gaming Awards

See how specialism created a culture of experts that took customer satisfaction to a record high, cut attrition, raised speed of answer by a third and is helping to grow the customer base 40% a year.

Case Study 2017: Real-time & insight: the beating heart of a connected business at Three Ireland

See how an empowering leadership has released potential, building customer focus and enabling functions like real-time planning to innovate in analytics, technology and social media.

Case Study 2017: Workforce planning: engaging stakeholders Europe-wide at Staples

Hear how a new pan-European workforce planning function was set up, consolidating working practices and cutting costs 6%, whilst engaging teams, gaining trust and credibility as a centre of expertise.