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The Best Use of Insight Award

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The Best Use of Insight Award will recognise the organisation that has utilised any form of interaction analytics, AI and/or BI analytics, RCA, insight and data that has driven CX operational efficiency, improvements outside the contact centre, real time personalisation and lived experience. This award will recognise where the use of insight has helped make an impact to customers, departments and overall business improvements.

Information for Submissions

Am I eligible to enter this award?

To enter this award , your organisation will need to have a membership with the Collaboration Network. If you and your organisation have a membership then you are eligible to enter and we welcome your submission.

Is there a cost to enter this award?

No, these awards are completely free to enter for Members to recognise their brilliant achievements. 

How do we enter The Best Use of Insight Award?

To enter a submission for this award you will need to submit either a video presentation that builds on the criteria outlined below, which will be based on a scoring system (the presentation can be up to 20 minutes in length, with one or more of your team presenting), alternatively, you can enter a written submission in either PDF or Word doc format that can include any evidence to support the entry.

Can you host us to record the presentation submission if we choose that option?

Yes. You can either record your presentation via your own choice of platform (Zoom, Teams, etc.) and send this to us, or alternatively, we can host you to record your session via the Collaboration Network team at a time of convenience. If you would like us to organise this for you, just get in touch

What happens if we are shortlisted?

Shortlisted submissions will be invited to participate in a Q&A with the Judging Panel (see below) throughout July and August. The judges will then factor the scores for each presentation alongside the information, insight and context shared via the Q&A discussions which will help determine the winner. 

What are the timelines for the awards?

Award entries are open now, with the deadline for submissions being 28th June 2024. Shortlisted entries will be invited to a Judges Q&A session online throughout July and August.

The winners will be announced and presented with their award on 2nd October 2023 at the Annual Conference & Awards Ceremony.

Great, how do we get started?

To get started, simply click below to confirm your intention to submit an entry to this award category. We can then help support you with your award submission and provide any additional guidance and support where appropriate.

Criteria for Award Submission

The Best Use of Insight Award 


For your submission we will be scoring based on the following areas and criteria. We need to know about your organisation, the problem you faced, how you dealt with it, what your actions achieved, what was particularly rewarding, exciting or enlightening resulting from your actions, and what legacy has it left.


What is your business background and context – 5 marks

  • Introduce your organisation, customers served, key facts you would like to share and your part/role within the organisation, individually and as a team.


What was the challenge that needed to be met – 10 marks

  • Tell us about the business problem your team was addressing with Insight, how it arose, who challenged you to fix it, and measurements of the size of the challenge (e.g., waiting times, complaint volumes, CSAT, NPS, ombudsman escalations, customers leaving, bad press, poor customer journeys).


What did you do? – 20 marks

  • Outline the story of what you undertook to meet the challenge above.


What were the outcomes? – 20 marks

  • What were the metrics as you measured them?

  • Who was affected? Staff, management, customers, sub-sets of customers, third parties, regulators, the public?

  • Did you adopt new technology, ways of working, staff support mechanisms, training & development, etc?


What made it a success? – 20 marks

  • What did the outcomes lead to?

  • What improvements have you seen (qualitative and quantitative examples)?


What was the WOW factor? – 15 marks

  • What do you believe makes your use of Insight special and unique?

  • Was there any innovation you can demonstrate or examples of going 'above and beyond'?


What are you going to do next? – 10 marks

  • Following your successes, where is this going to lead?

  • What ongoing differences has it made?

The Judging Panel

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Natasha Dickinson

Money & Pensions Service

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Duncan McCombie

YES Energy Solutions

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Philip Michell


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Ben Scales

Elephants Don't Forget

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