Best Practice Events & Live Case Studies

We facilitate Live Case Studies and best practice days, to share learning from our Award winners and finalists over the summer months, especially from the Transformation & Innovation Awards. This is another great opportunity to learn about the fantastic things that these organisations have achieved. These are interactive events to allow plenty of time for questions with key stakeholders in the transformation and networking with other delegates focussed on the same challenges. 

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Watch the Finalist presentations to catch up with the story before you join the Live Case Study

If you have missed any of these events, scroll to the bottom of these pages and see the recording as part of the video showcases.


Call & Contact Centre Expo

16th - 17th November, ExCeL London

Customer expectations are changing, as businesses seek the latest customer experience technology.

Call & Contact Centre Expo showcases the latest and most effective technologies, strategies and advancements to call and contact centre professionals and those in IT, general management, HR, marketing and operations who are looking to excel in customer engagement.

Discover the latest trends shaping the future of call and contact centres in our unique educational programme with expert seminars and panel debates, live demos of the latest technology, as well as industry leading companies equipped with the industry’s finest solution led products and services.

Phil Anderson and Dave Vernon will be there and are looking forward to speaking to you. Register now and visit our stand.

Focus on Homeworking & Wellbeing

Watch on-demand videos

Creating a great team environment for home workers and supporting well-being have been hot topics for 2020/21. This virtual Case Study Live is your chance to learn more about approaches taken by Awards finalists at Sensée, BUPA, Home Group, LV= and The Open University. 

Insight: practical tips from three great insight teams

Watch on-demand videos

Take the chance at this virtual Case Study Live to meet and speak to analysts from three great Insight teams from our 2021 Awards at: Flutter Entertainment, Welsh Water and Three Ireland. These finalists are using insight and reporting to deliver real value for their stakeholders and their organisations.

Focus on the customer journey & operating model

Watch on-demand videos

This virtual Case Study Live is your chance to meet and speak with Awards finalists from two inspiring and contrasting nominations at North Yorkshire County Council and ClickMechanic. Both finalists have built completely new operating models that puts the customer at the heart of what they do and, whatever your sector, you have much to learn from the challenges they faced, the stakeholders they needed to engage and the solutions they put in place.

Tactical planning, automation and empowerment

Watch on-demand videos

This virtual Case Study Live is your chance to meet and speak with Awards finalists from Domestic & General, QStory, Legal & General and Severn Trent Water. These teams and managers have made changes in their business which mean that there have been huge improvements in how they can react tactically to changes on the day.

Learning & personal development

Watch on-demand videos

This virtual Case Study Live is your chance to meet and speak with Awards finalists from FIS and Loop. It’s been great to see these two finalists move forward at pace on transformation around learning, induction and career progression, rising to the many extra challenges posed by lockdown and remote working.

Strategic change and the role of the planning function

Watch on-demand videos

Your chance to speak to Awards finalists from Lloyds Banking Group and Capita Regulated Services. These finalists have taken planning into new areas of the business that can often been seen as areas that “cannot be planned for”.

The role of Planning in supporting change and transformation

Watch on-demand videos

This virtual Case Study Live is your chance to meet and speak with Awards finalists from Serco, NHS Business Services Authority and North East Ambulance Service. These teams and managers all have roles that were impacted by Covid, with massively increased workloads and furloughed staff but they all took the opportunity to make changes and improvements.

Focus on Quality & Knowledge Management

Watch on-demand videos

Quality & improvement have been hot topics for 2020/21 as we face so many unprecedented changes. This virtual Case Study Live is your chance to learn more about approaches taken by Awards finalists at The AA, DAS, and Open University. With very different roles within quality and improvement, all are effectively delivering improvements that empower their people and make a real difference for their organisations and their customers.

Resource planning: taking our contribution to the next level

Watch On-Demand Videos

This virtual Case Study Live is your chance to meet and speak with Awards finalists from RSA, Emovis, Yorkshire Housing and Injixo. These finalists have all shown the value of planning teams by stepping up to support the business in the last year.

Analytics: learn from these pioneering teams

Watch on-demand videos

Take the chance at this virtual Case Study Live to meet and speak with our 2021 Awards Finalists from FIS Global, Davies Consulting, Which. AXA and Pegasystems. These analysts and partnerships have used technology and insight to reduce risk and improve systems processes and behaviours.

Transformation & Partnership in technology and operations

Watch on-demand videos

This virtual Case Study Live is your chance to meet and speak with Awards finalists from the partner awards: Hoist Finance & Aspect, and Capquest & Noble Systems. Understand more about what’s happening in other organisations and sectors.

Transformation & Partnership in technology and outsourcing

Watch on-demand videos

This is your chance to learn from Awards finalists from Skipton & NICE and Sainsbury’s Bank & Webhelp. These partnerships show what can be done by working together and learning from each other. 

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Book for one of our events to experience our exceptional community or get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email advice@theforum.social, call 0333 123 5960 or contact any of The Forum team


About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

National Conferences 2021
w/c 1st November Virtually and 9th November face-to-face
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

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