2022 Customer Strategy & Planning

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.

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: 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: 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: 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.
 

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.

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.

Case Study 2017: Easy, personal and solved: a digital journey at Shop Direct

See how analytics, insight and agile methodologies have helped Shop Direct treble digital-assisted contact, so that half of all customers now self-serve and inbound calls shrunk 7%.

Case Study 2017: Thomas Cook: Building excellent teams and gaining credibility

Learn from two award winners how people engagement was key to a complete overhaul of the travel firm’s forecasting and scheduling department.

2018 Innovation Award Winners

The Innovation of the Year 2018 award was won by Homeserve; an organisation centred on people and customers. In achieving commercial success and building community engagement, front-line teams re-connected with the organisation’s purpose, to rebuild trust. Marked out by judges as one of the best entries they’ve ever seen, this is a story everyone can learn from and be inspired by. They were also presented with the Innovation Award for Social Transformation.

Case Study 2019: The power of planning to transform the business at British Engineering Services

How flexible resourcing and strategic use of planning helped them stand out from competitors on service and create a new, one team culture that’s doubled sales and raised month-end service by 50%.

Case Study 2019: Resource planning for engineers’ training at Openreach

See how analysts and stakeholders connected, making it possible for new tools, data and processes for resource planning to transform the delivery of Learning, Development & Resourcing for field engineers.

We can be heroes

Hero, a mythological or legendary figure often of divine descent endowed with great strength or ability. However, in this instance I’m referring to a person who is admired for having done something very brave or having achieved something great in the world of Contact Centres.

Planning Case Study 2020: Building trusted, end-to-end planning for ambulances & paramedics at Yorkshire Ambulance Service

As part of A&E transformation that started in 2017, following a review by external consultants, YAS created a Capacity Planning & Scheduling Department to be able to deliver accurate call and response forecasts, vehicle hour requirements and implement a dynamic workforce plan with a view to providing consistent patient care for varying patient demand across the year.

2020 Planning Case StudyHow the Central Hub operates as the brain of on the day process at Virgin Media

The Central Hub operates as the brain of on the day process and action within the Customer Contract area of Virgin Media. The team supports Virgin Media's largest division, network of 14 contact centres, 7 on and 7 offshore; and a total of 6500 agents, supporting voice, digital and back office channels. They manage the dialler and all system and building impacts which might affect the day

2020 Planning Case Study: Innovation and continuous improvement at Sky

Working towards the mantra of “we want to offer the best service in the country” the Sky planning team are constantly looking for improvements for their customers and colleagues.  Always looking for new and pioneering approaches for their customer to contact, this has seen the introduction of an invisible IVR and use of asynchronous messaging. The team is also passionate about making life easy for their colleagues and improving planning process.

2020 Planning Case Study: Collaborating to improve Planning at North East Ambulance Service

In an extremely volatile and sensitive working environment, see how a team was able to introduce a long-term forecasting and capacity planning process to improve performance and tactical planning.  Working in collaboration with key stakeholders to ensure that all activities were in the capacity plan, including training and recruitment, this have meant trust in the plan and focus on the long-term.

2020 Planning Case Study: Building a team that demonstrates value & improvement to stakeholders at L&G

See how the Operational Planning team has implemented its own transformation and governance framework with an aim to become ‘cost neutral’ as a planning function. They have utilised the data and tools we have access to, to not only advise on service but to identify opportunities to improve efficiency.

2020 Planning Case Study: See how an award-winning team took the next steps in excellence at Three Ireland

Building on their award-winning real-time model the Capability Transformation and Planning teams worked together to conceive and develop 3Cal, a tool that the whole business can use to plan activity with customer or colleague impact, so that it is visible and built into the forecast and plan.

Technology Showcase: Anaplan

Originally broadcast Monday 28th September 2020, 12:30

Planning for the Workforce of the Future Join Anaplan’s online session to hear how strategic workforce planning can provide much needed agility in the face of digital disruption, financial pressures and turbulent external market factors. During this session we will showcase how to quickly and strategically realign your workforce to shifting skill and resource demands. We will showcase workforce analytics, deploying initiatives to right-size the workforce and reconcile with financial targets, as well as explore capabilities in workforce talent management. Join us to discover how to improve collaboration across thousands of users and how you can realise a 10x return on investment through organisational right-sizing.

Keynote: Digital Acceleration - Planning

Originally broadcast Monday 28th September 2020, 14:00

The Great Digital Acceleration The pandemic has fundamentally changed the way that customers engage with organisations. Digital adoption has leapt forward by a decade and the contact centre is playing catch up. During this session Sabio’s Stu Dorman, will describe how deep integration between the contact centre and digital experiences and the use of the latest generation of AI to support customers and agents can be deployed quickly and scaled to meet the needs of a more digitally savvy customer.

Keynote: Planning for Wellbeing

Originally broadcast Wednesday 30th September 2020, 09:30

If the P in planning stood for People Following an extended period of accelerated change across our industry, Keir will explore some of the advantages to putting our people first in the planning process, potential barriers to success and what would need to change for this to be a reality for every customer-centric business. Keir Greenwood is VP & General Manager Customer Success at Arise.

Technology Showcase: NICE

Originally broadcast Wednesday 30th September 2020, 12:30

Hear how Skipton Building Society is on a journey to develop their planning capabilities by proactively collaborating with NICE across a number of initiatives to drive colleague and customer excellence.

Technology Showcase: Business Systems

Originally broadcast Thursday 1st October 2020, 12:30

Inspired People go above and beyond – so how can you inspire your employees to engage with your planning team to drive impressive ROI? Your employees need to work in a positive environment so they can continue to grow, remained inspired and be more productive. So how can WFM help with this?