2025 Best Practice Guide

Raising Standards

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Best Practice Programme

“A complete journey of learning; explore the WHY, discover the WHAT, master the HOW.”

The Best Practice Programme is a year-round learning journey that celebrates and shares excellence in customer operations. Drawing on award-winning case studies, benchmarking insights and real-world examples, it showcases what works in practice and inspires professionals to raise standards across their own organisations. By connecting people, ideas and proven approaches, the programme turns innovation and transformation into practical learning that everyone can apply.

“From ideas to action: WHY it matters, WHAT works, HOW to deliver.”

At The Forum, our conferences aren’t typical industry events – they’re highly interactive learning experiences that inspire, challenge and equip you to transform. Whether you want to explore the bigger picture, learn from award-winning best practice, or gain practical tools you can apply straight away, our events provide unique opportunities to connect, share and grow.

Conferences

A mix of virtual and in-person conferences

We offer in-person and virtual conferences to give everyone the chance to be involved.

Customer Strategy & Planning – The WHY

An inspiring and highly interactive event that challenges thinking and explores the bigger picture. This conference takes a strategic, long-term view, helping leaders and professionals understand why change is needed and how to shape the future of customer operations.

Best Practice Showcase – The WHAT

A celebration of innovation and achievement, showcasing award-winning case studies and insights from benchmarking. This event brings to life what best practice looks like in action, offering real-world examples to spark ideas and inspire progress across every contact centre.

Raising Standards – The HOW

A practical and engaging learning experience focused on how things are done. This conference dives into the detail of methods, tools, and approaches that raise professionalism in support roles, equipping delegates with actionable skills to drive improvement day-to-day.

“Together, these conferences take you on a complete learning journey – from understanding WHY change matters, to seeing WHAT best practice looks like, through to HOW to make it happen in your own organisation.”

Upcoming conferences

Our professional community is a unique, safe place to meet and share best practice. Join our Network Groups and Special Interest Groups to discuss your challenges and explore new ideas with like-minded professionals.

Virtual Network Groups

Larger groups, discussion content will be shared by a Forum team member or other speaker, followed by the opportunity for discussion and questions, meet peers and network with other organisations.

Planning
Insight
Operational Improvement
Leadership

Special Interest Groups

If you have a specific topic, or challenge you’d like to discuss with other members, let us know so we can invite you to a Special Interest Group. These smaller interactive sessions will provide an opportunity to take a deep dive into a topic.

You can also join in on the discussion within our Forum Community App.

Network Groups

Are you a Director or Senior Leader?

Join our regular forums to raise standards in customer operations together. The Forum holds events for leaders to network and hear from inspirational speakers throughout the year.

Leadership Events

Learn & Transform

The Forum
Webinars

Webinars are hosted by The Forum or in association with our partners, offering help and guidance in the industry to the latest technology and Best Practice.

Upcoming Webinars

Training for you and your team

The Learning Academy

Bite-sized Learning

Short, high impact learning and knowledge. Focus on what's most important to you

150+ Specialist Modules

Select from a vast range of focussed modules covering technical and professional skill sets

Pay as you go

Access one at a time from just £65, building up a dedicated pathway or draw-down fund

Team Packages

Affordable and accessible, make it easy for your team to focus on their personal development

Interactive workshops

Engaging exercises and thought leadership. Interactive discussion, practice and learning

Group Mentoring & Networking

Continuing support, guidance and sounding board for up to 6 months

Professional Development

Growing self-awareness, confidence, capability and impact in your business

Build your own Learning Academy

Create a bespoke programme for your teams. Deliver on-site to avoid travel

Find out more about all our Learning Academy options. We offer a wide range of ways to learn.

Learning Academy

Raising Standards

Gain external recognition
for your hard work

Our Awards showcase successful initiatives that make our operations great for colleagues and customers. Gain external recognition for your hard work, recognising those who are leading the way. We help raise standards in many types of customer operations, from digital channels, face-to-face service, back office and a mobile (field-based) workforce to contact centres or sales operations.

Enter Awards