2025 Innovation of the Year - Brightwell Pensions

Hear from the overall Innovation Award winner Brightwell Pensions.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, AI & Automation, Back Office & Beyond The Contact Centre, Awards Case Studies, 2025 Summer BPS In-Person

Perfect Parnerships

Centrical and Capita Customer Experience talk around what makes a “Perfect Partnership

Categories: Library, Operational Improvement, Strategy & Leadership, Learning & Development, Awards Case Studies, 2025 Summer BPS In-Person

Focus on the Customer

Hear Margot Vanwynendaele share the award-winning story from Trainline on how a new telephony system allows teams to focus on the customer.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, AI & Automation, Awards Case Studies, 2025 Summer BPS In-Person

Raising Standards

This is a chance to understand The AA’s award story in the round and the benefits this has delivered for customers, colleagues and the company.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Awards Case Studies, 2025 Summer BPS In-Person

Forum Focus with Fournet

Achieving Big Gains in Customer Experience Without Big Budgets
Join Adam Clough from FourNet as he shares the story of how a major Central Government organisation transformed its contact centre performance through strategic Workforce Optimisation—without investing in new technology or increasing headcount.

Categories: 2025 Summer BPS In-Person

Knowledge Sharing

Hear from Claire Boys-Layton from NFU Mutual on their award winning Engaging Knowledge Management journey.

Categories: Library, Operational Improvement, Awards Case Studies, 2025 Summer BPS In-Person

Partnerships

Karl Fletcher, Novuna brings to life their partnership with Verint around the benefits of a full WEM (Workforce Enterprise) solution.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, AI & Automation, Awards Case Studies, 2025 Summer BPS In-Person

The Art of Storytelling

Phil Anderson, The Forum leads a brief keynote on “The Art of Storytelling” then a panel discussion where practical examples of understanding the difference you can make, and how to engage and influence others is discussed with some of this year’s judges and finalists: Graham Watson from Capita Regulated Services and Scott Budding from Calabrio.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, AI & Automation, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, Outsourcing, Awards Case Studies, 2025 Summer BPS In-Person