Celebrating Success: Quality & Customer Experience Forum Update: September 2016




What a night we had last Thursday as we announced the winners of this year’s National Quality & Customer Experience Awards. The stage was set at the Marriott Hotel in Leeds for a truly memorable evening for all in attendance. The night was a real triumph for our community as we celebrated the success of those individuals and teams that have delivered real change and shown a commitment to developing Best Practice within our industry. In only the 2nd year we have run these awards it was clear that the standard and level of entry we saw as part of the judging process had made a real step change and it exciting to see what the future brings for our community as we continue to push the boundaries and redefine what Quality & Customer Experience means for our organisations.

The judges commented about how every finalist showed a degree of passion and commitment that made delivering the changes they were implementing easier, breaking down the internal barriers and ensuring that stakeholder engagement was paramount in ensuring success. In what was a common theme across every finalist the desire to improve, to think differently about delivering a common goal and working collectively to make the change happen was critical and a deciding factor when agreeing the winners.

2016 Quality & Customer Experience Award Winners are:

  • Simply Business, Team of the Year
  • Neil Egerton, Simply Business, Manager of the Year
  • Sarah Brown, Yorkshire Ambulance Service, Analyst of the Year
  • Rebecca Knight, Simply Business, Rising Star Award
  • Student Loans, Challenge Award
  • Kirsty Ringer, One Family Ltd, Challenge Award
  • Pete Dunn, npower, Challenge Award
  • Laura Lyons, Crystal Legal, Best Newcomer Award

All of this year’s winners will be sharing their success at the National Quality & Customer Experience Conference in November, more details below. If you’re interested in being part of these awards in 2017 you can register your interest now and we will send out nomination details in due course.

Best Wishes, 


Chris Rainsforth

Community Development Manager
The Forum

National Quality & Customer Experience Conference 2016

We are only 8 weeks away before we descend on Hinckley Island on the 18th November for our biggest National event for the Quality & Customer Experience community. With places to this event going like hot cakes please ensure you’re booked to attend so you don’t miss out. With an agenda full of award winners, interactive workshops and inspiring keynotes it is a day not to be missed. You can view the full agenda now along with additional information by clicking this link.

In many cases places are included as part of your membership. If you’re unsure please drop me a line chris.rainsforth@theforum.social and I will look into it for you.

The Quality & Customer Experience Challenge 2016

October will see the next phase of workshops take place as part of this year’s challenge programme. Some of the original dates have changed, please check below and ensure you have been scheduled to attend. We will be in touch with all expected participants to confirm workshop choices for this phase.

  • Wednesday 5th October – London, Coin Street Conference Centre
  • Wednesday, 12th October – Newcastle, Gosforth Marriott
  • Thursday, 20th October – Preston, Marriott

For those taking part you should have received your pre-work for this workshop, please ensure you complete and send back asap. For anyone that is interested in the Challenge programme I would be happy for you to attend any of these workshops as a taster for 2017, giving you a chance to see what it’s about and to start developing your network with like-minded professionals. Please get in touch if you would like more info chris.rainsforth@theforum.social or by clicking here.

Customer Contact Innovations Awards 2017Nominations are open

As we are in the grip of awards fever please take time to think about entering our 2017 Innovation Awards. These awards are a great opportunity to gain external recognition for the hard work and success achieved by you and your team. The standard of these awards is sustained by rigorous assessment and participants often comment on how much they themselves have learned by the process of preparing information and being visited by our teams of assessors. We work with you every step of the way to help make sure your work is fully understood and fairly evaluated.

The initial nomination process is quick and easy; further commitment is only required after short-listing in December. Awards are presented at the Customer Strategy and Planning conference in April each year. To register your interest please visit here. It would be amazing to have this great community represented again at these prestigious industry awards.

You can read the case studies, watch the conference presentation and more from this year’s winners and finalists by visiting here.

This month's Top Tip

In a new monthly feature, we will give a top tip linked to Quality Assurance or Customer Experience, if you would like to contribute please contact me via email - chris.rainsforth@theforum.social Twitter @PPFChris, or post on our online Chatter Forum.

There a three things I’d like you to focus on this month

  1. To deliver you need to understand – Listen to your customers, listen to your people as the Dalai Lama said “when you talk, you are repeating what you know; But when you listen, you learn something new” – We can only deliver a great experience, result or outcome if we truly understand, when we understand we can make the right decisions, the right changes and right improvements for our customers and our people.
  2. Don’t be afraid to Fail – At the April Conference I spoke about failure and how learning from failure helps us to deliver breakthrough performance. Take chances, take some risks, don’t be afraid to think differently and try new approaches. The best results come from learning from what didn’t work as Edison said before finally creating a lightbulb “I have not failed. I’ve just found 10,000 ways that won’t work” and finally
  3. Don’t give up – We are conditioned to stop when the going gets tough, we revert back to type and fall back into the ‘old way of doing things’. If you truly believe the path you are on will deliver a positive result that continues down that path, seek support, help and guidance to keep you on track, but don’t give up. As the great Rocky Balboa said “Every champion was once a contender that refused to give up”

Please take time to contribute to this new feature, I look forward to hearing from you all soon.

Engage Customer announces its Inaugural awards finalists

A total of 91 entrants across 12 categories have made it onto the Engage Awards finalists’ shortlist. The winners in each category will be announced at a glittering gala black-tie ceremony hosted by former BBC breakfast TV presenter Bill Turnbull on the evening of Tuesday November 8th at London’s iconic Westminster Bridge Park Plaza Hotel.

The Engage Awards are designed to recognise innovation and excellence across the entire spectrum of customer and employee engagement. EBM co-founder and editorial director Steve Hurst said: “We are delighted with the response to the launch of our Engage Awards. Hundreds of entries came in from all industry sectors and our 90 finalists are already all winners in our eyes.

“I want especially to thank our independent panel of 18 Engage Awards judges who have done such a sterling job in selecting our finalists from such a large and consistently excellent overall standard of entries”

The Engage Awards will be held on the same day and at the same venue as EBM’s Customer Engagement Summit, Europe’s premier customer and employee engagement conference.

For full list of finalists please follow this link.

2016 Innovation Award Best Practice Site Visits

Learn more from our innovation award finalists by attending one of the site visits available. Places are limited so book now to avoid disappointment





27th Sept



All Forums

28th Sept

Affinion International


Quality, Customer, People

For the full programme please visit our website.

Upcoming events–Check these out and register now

Upcoming events and training for the Quality Forum.For more details.

w/c 3rd October

Best Practice Week: National Customer Service Week

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12th October

Quality Challenge Workshop 3


w/c 17th October

Best Practice Week: Omni-channel & Beyond the Contact Centre

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20th October

Quality Challenge Workshop 3


18th Nov

National Quality & Customer Experience 2016


w/c 21st Nov

Best Practice Week: Best Practice in Outbound Contact

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Best Practice Update from around The Forum and Beyond 

Find out what members are up to and what’s new in The Forum world - online, in training or in our events and activities

Sign up to these regular monthly updates here. 

Find out more about our associate member’s events:

  • As a member of The Forum you can access to the Dimension Data 2015 Global Contact Centre Benchmarking Report. Access the report here.
  • Come and see us at stand number C1542 Customer Contact Expo, 28-29th September at Olympia London, as part of your day at this event dedicated to improving customer experience & service through showcasing the best in technology, people and training solutions. With a fantastic range of features to give you a great event experience, this year’s Customer Contact Expo, co-located with Technology for Marketing (TFM) and eCommerce Expo will help you; source new products and services, learn about new and innovative best practice, all whilst having access to unrivalled networking opportunities.Register to attend here.

Latest Jobs

For more details on these and a wider range of available positions,look online.

  • Customer Contact Specialist @ The Forum
  • Resource Planning Scheduler @ Etihad Airways, Manchester
  • Scheduling Team Leader, Hertfordshire, £35k
  • Real Time Analyst, Brighton, £25-£28k
  • Forecasting Business Support Consultant @ Nationwide, Swindon
  • Platform Engineer, Homebased, £60k + Car, Bonus, Stocks & Bens

In this Edition

  • Quality & Customer Experience Conference 2016
  • 2016 Challenge
  • Customer Contact Innovations Awards
  • Top Tips
  • Engage Customer Inaugural Finalists
  • Best Practice Site Visits
  • Upcoming Events
  • Best Practice Update




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