Quality & Customer Experience

   
 
Site Visits  
 
 

The Eleven finalists shortlisted in the 2017 Customer Contact Innovation awards, from a rigorous shortlisting process, will be facilitating Site Visits in June and September. See the details below and book your places so that you don’t miss out.

Site Visit Booking

 
 

 

FCA  
 
 

Service excellence and quality assurance

See the full Case Study, Presentation Slides and Video.

FCA Case Study

 
 

 

Shop Direct  
 
 

Easy, personal and solved: a digital journey

See the full Case Study, Presentation Slides and Video.

Shop Direct Case Study

 
 

 

Aegon  
 
 

The human touch: is it easy to make the right choice?

See the full Case Study, Presentation Slides and Video.

Aegon Case Study

 
 

 

HSBC  
 
 

Digital: transforming customer experience & work methods

See the full Case Study, Presentation Slides and Video.

HSBC Case Study

 
 

 

Three Ireland  
 
 

Real-time & insight: the beating heart of a connected business

See the full Case Study, Presentation Slides and Video.

Three Ireland Case Study

 
 

 

Affinion International  
 
 

A framework for Amazing Customer Experience

See the full Case Study, Presentation Slides and Video.

Affinion International Case Study

 
 

 

Hughes Insurance  
 
 

EQUIP: quality and continuous improvement

See the full Case Study, Presentation Slides and Video.

Hughes Insurance Case Study

 
 

 

Direct Line Group  
 
 

Risk & compliance: see how confidence sets people free

See the full Case Study, Presentation Slides and Video.

Direct Line Group Case Study

 
 

 

Simply Business  
 
 

How to change perceptions of Quality Assurance
Team of the Year & Manager of the Year

Trust & respect open doors to make the difference
Rising Star Award 2016


See the full Case Studies, Presentation Slides and Video.

Simply Business Case Study

 
 

 

RS Components  
 
 

Customer experience: 7 secrets for working at pace

See the full Case Study, Presentation Slides and Video.

RS Components Case Study

 
 

 

EE  
 
 

Service Transformation: Make it easy

See the full Case Study, Presentation Slides and Video.

EE Case Study

 
 

 

Red Funnel  
 
 

Living the brand: the end-to-end journey

See the full Case Study, Presentation Slides and Video.

Red Funnel Case Study

 
 

 

North East Ambulance Service  
 
 

Putting Patients First: training & engagement

Quality Analyst of the Year 2016

The Lamp: helping us care for every life we touch

See the full Case Study, Presentation slides and video

NEAS Case Study

 
 

 

Charles Tyrwhitt  
 
 

Listening to customers is driving growth

See the full Case Study, Presentation slides and video

Charles Tyrwhitt Case Study

 
 

 

Experian  
 
 

Actionable Analytics delivers focus on customers

See the full Case Study, Presentation slides and video

Experian Case Study

 
 

 

Motability Operations  
 
 

Emotional engagement – loving the customer

See the full Case Study, Presentation slides and video

Motability Operations Case Study

 
 

 

BT Retail  
 
 

Making it easy for customers

See the full Case Study, Presentation slides and video

BT Case Study

 
 
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