WINSIGHT WEBINARS RECORDINGS

We’ve had some amazing winners over the years. At our various Awards, we’ve heard outstanding stories of individuals and organisations reaching new heights of customer experience and business success.

Now we’re sharing that winning inspiration with our Winsight Webinars series. These feature organisations that have wowed the judges and triumphed at our Awards in the past, and give you the chance to ask your questions and find out what they did so well.

Take a look at the recording of our past Winsight Webinars below.

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Innovation of the Year

Awards: UK Business Awards 2019

Presenter: Jason Danciger, Managing Director, Hana Group

Host: Kerry Gidziewicz, Senior Executive Search Consultant, Douglas Jackson

Hana Group UK are changing the way we shop in the UK and creating all important theatre in food hall. They started under three years ago and already operate over 100 units creating 600 new roles & careers. Judge feedback: “A fast-moving and innovative startup, with a passion for employee engagement.” “I can hardly fault your entire process.”“Great app, looked like a great progression.”  

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Customer Centric Culture – Initiative

Awards: UK Customer Experience Awards 2019

Presenter: Noleen Turner, Director of Marketing, Aspen Healthcare

Host: Jonathan Mindell, Executive Director, iCustomer

Noleen has “wowed” our judging panels by winning 8 awards (including 5 gold awards and 1 overall winner) across our different award programmes. This presentation is a great example of one of those award winning entries. Judge feedback: “This was almost the 'model' initiative, with great clarity on objectives, planning, implementation and measurement of results.”

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Employee Experience

Awards: UK Customer Experience Awards 2019

Presenter: Fiona Allen, Director of People and Culture, Camm & Hooper

Host: Peter Milligan, Founder, New Generation Leaders

Camm & Hooper was recently selected as one of the London Stock Exchange Group's 1000 Companies to Inspire Britain. This is a great opportunity to hear a presentation that our judges called “full of energy, refreshing and unique.”

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Best Place to Work

Awards: UK Business Awards 2019

Presenter: Gemma Smith, Managing Director, Strata

Host: Stephen Parry, CEO and Business Author, Lloyd Parry International

Strata were Overall Winners at the UK Business Awards 2019, meaning their entry achieved the highest score across all of the categories. In terms of workplace, their purpose is to create somewhere for like minded people to live, learn and dream. This was reflected in their entry, in which the judges said “their energy and passion just shone through.

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Entrepreneur of the Year

Awards: UK Business Awards 2019

Presenter: Luke Murfitt, Managing Director - Integrity Cleaning Ltd

Host: Sudhana Singh, Director - Imbue

Luke Murfitt, Founder of Integrity Cleaning Ltd, was the very proud winner of the Entrepreneur of the Year category at the UK Business Awards 2019. As one of the judges said: “Luke is a shining example of an entrepreneur who is reflective, follows ethical principles and takes other people on his journey.” 

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Resolver Vulnerable Situations

Awards: UK Complaint Handling Awards 2020

Presenter: Sophie Collis, Operations Manager - Co-op

Host: Helen Pettifer, Director - Helen Pettifer Training

Co-op Service Centre consolidated complaints handling across its Food and Funerals businesses, embedding consistent standards based around a clear and simple purpose: to “Put it right” when things go wrong. They delivered a bespoke Resilience training programme leading to transformed outcomes for their most vulnerable customers. Judge feedback: “Encouraging to see that they are stepping outside the box and looking at different ways to appease the customer instead of redress. The Heart training initiative, and how the agency listened to their teams to create a bespoke solution and the launch is impressive.

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Best Complaint Handling

Awards: UK Complaint Handling Awards

Presenter: Ciarán Harkin, Managing Director @ QA Scheme Support Services Ltd (QASSS)

Host: Basia Szumska-Hare Business Development Director @ Capita Customer Management

QASSS is leading the way in home improvement dispute resolution. In 2019, they began ‘Resolution Revolution’ and set themselves the tremendous task of resolving complaints in under a week, and in September 2019, they drove the average time down to just 2 days. Judge's Feedback: "The strategy was very bold, worthwhile and deployed very successfully, with some exceptional results. The resolution revolution idea was very clever and a great strapline for people to get behind. Impressive to see the continuous improvement, even during the year of implementation, and striving to deliver even higher levels of service even when the original goal had been beaten."

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Online Customer Experience/Utilities

Awards: UK Customer Experience Awards 2019

Presenter: Ailsa Roworth-Kear, Head of Marketing @ Octopus Energy

Host: Simon Rustom, Managing Director @ Customer Consulting Limited

Octopus Energy has proudly earned TOP TrustPilot ranking for energy suppliers with 5* ratings (by 92% of their customers), and recognition as the ONLY Which Recommended Energy Supplier for 2018 and 2019. Octopus Energy were double Winners at the UK Customer Experience Awards 2019. Judge feedback: “A great opportunity to build an operation from scratch with a customer centric approach that has clearly made its mark in changing the industry norm.”