“It’s one thing to look at reports and numbers on call centre rates or processes/exceptions, but when you can tie that data to actual customer feedback and comments, it really brings all those numbers to life. This program has really championed our ideas and kept everyone focused on our customer …

“Instead of consuming vast amounts of time and money developing a service innovation tool in a separate IT platform and using costly consultants, we’re integrating feedback systems for service innovation with the data collection system already used in our research projects— all within the single Forsta platform.”