2019 Innovation Awards Winners

Innovation of the Year 2019 award was won by British Engineering Services; a team that put customer service at the heart of transforming the business, from strategic planning to pricing to real-time flexibility. It lays down a challenge to all of us: how do we make our organisation stand out from the crowd? They were also presented with the Innovation award for Enterprise Planning.

The winners were selected by a team which included 12 experienced industry practitioners, many of them previous winners or finalists. Judges visited each of the shortlisted organisations, and then assessed them against a strict set of criteria.

"Every year, our judges tell us how much they learn from and are inspired by the judging site visits, and this year was no exception” explained Nicola Callan, Director at The Forum. 

Take time to learn from the stories of all the finalists, by reading the case studies, watching the presentations on Forum TV or signing up for the site visits in June. 

Six further awards recognised innovation in specific areas:

The Innovation Award for Digital Transformation was awarded to RBS, for using technology and agile working, this team has made life quick & simple, an exceptional experience for customers and colleagues, whatever the channel of contact. A change in culture and mindset has unlocked innovation . . . with a proposition that’s unique in their market.

The Innovation Award for Customer Insight was won by Capita Innovations, whose creative analysts in this team are shaping strategic thinking. They listen to customers and help business leaders understand customers’ experience. Working at an incredible pace, they are no longer in the back room but in the forefront of business transformation.

The Innovation Award for Planning & Wellbeing was gained by the esure who resourced strategy and brilliant shift design which is vital for workplace wellbeing, to attract and retain the best people. They engaged people at all levels - to create a suite of options that delivers for the company, customers and, most importantly, colleagues.

The Innovation Award for Customer Engagement was won by The Times & The Sunday Times for using a single metric that brings the whole business together to focus on customers, this team have harnessed the power of data from digital channels. They have outstanding results in a challenging market and truly shown how engaged customers are great for business. 

The Innovation Award for Insight & Improvement was won by Anglian Water for sharing knowledge across a wide range of disciplines, rapidly developing the organisation’s capability for analysis, insight and data science. They are connecting information to drive actionable insight!  

Lastly, EE swept away with the Innovation Award for Planning & Engagement. They have challenged themselves, with fresh thinking and new approaches that are taking their operation to the next level. Crucially, this is making a big business responsive to the diverse, local and individual needs of colleagues and customers.

You can visit each of our Innovation Awards finalists in the summer. See the full list of dates here.

Forum Hero awards

Forum Hero awards were presented to three outstanding customer professionals, active in our Customer Strategy & Leadership Forum, recognising their exceptional personal contribution in developing professionalism and best practice. They join our growing rank of heroes, reflecting excellence at all levels in our profession. 

The 2019 Heroes are:

David Bruce, Innovation Lead, Openreach

Ian Gibson, Operations Director, Ingeus

Laura Moss, Head of Command Centre , Santander Operations

Lorna Stanley, Head of Planning & Change , BGL

Find out more about our Heroes.

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