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.

BT Pensions Live Case Study

9th June 2022, 14:00 - Virtually

Project Teal: transforming member services at BT Pensions

A powerful transformation was made possible by new customer journeys and technology. This grew a new culture in the operation, with better, data-led decisions. It’s freed up advisors & team leaders to focus on coaching and quality.

British Gas Live Case Study

14th June 2022, 10:30 - Virtually

Innovating planning for field operations

The power of planning was released by really engaging stakeholders, and for planners the AI tool, R-Shiny, proved a game-changer. This helps them iterate agile models fast, even with huge layered detail, and integrate to EXCEL.

FIS Worldpay

16th June 2022, 13:00 - Virtually

RADAR: unlocking the value of data to transform the business

A complex, ambitious data transformation has brought diverse data sources into one trusted version of the truth, that is easy to use. This is powering engagement, cutting risk and improving service, right across FIS globally.

Dwr Cymru Welsh Water Live Case Study

21st June 2022, 13:00 - Virtually

Digital innovation with Power Apps to simplify service fast

Using Microsoft Power Apps and home-grown skills, the team delivered a short term production system at pace, in the back office, to deliver proven efficiencies and service that harness the power of data.

BT-EE-Plusnet Planning Live Case Study

23rd June 2022, 13:00 - Virtually

Transforming planning for our people and customers

Making working patterns easy to support true work-life balance is the aim of this planning transformation. Using robotics and automation to improve the effectiveness and speed of processes, advisors feel like they are being cared for.

Sky Agile Planning Live Case Study

28th June 2022, 13:00 - Virtually

Agile planning: innovation that delivers cross-functional change

Working closely with key stakeholders in an agile squad, the planning team have played a central part in building flexibility that works. Sky embrace failing fast, which nurtures an innovative mindset allowing them to test and learn at speed.

Loop Live Case Study

30th June 2022, 13:00 - Virtually

Transforming learning and building a coaching culture

A powerful, agile transformation programme has created a new culture of coaching and learning, at all levels of the business. An inspiring environment to help colleagues develop and deliver great customer experience.

Severn Trent Live Case Study

4th July 2022, 13:00 - Virtually

Planning transformation across the business at Severn Trent Water

A transformation in planning, involved reskilling and restructuring the entire team, into one central location. The team have rapidly gained trust, at all levels, with step changes in the service provided, massive cost efficiencies and an impressive capacity for data and analytics that is enabling data-led decisions and one version of the truth.

BT-EE-Plusnet Customer Live Case Study

5th July 2022, 13:00 - Virtually

A journey of transformation in customer experience

Massive transformation has been achieved across the BT estate, not just contact channels, using Brand & Transactional NPS data to build momentum in fixing what matters to customers, often small problems as well as bigger issues.

Sky Home Service Live Case Study

7th July 2022, 13:00 - Virtually

Engaging engineers and transforming field planning at Sky Home Service

Ground breaking work by planning, and a pioneering relationship with Oracle on WFM, support a collaborative transformation that is data-led and is evolving lifestyle working patterns for a diverse, new generation of field engineers.

L&Q Live Case Study

12th July 2022, 13:00 - Virtually

Galvanising transformation across the operation
The opportunity to work differently has galvanised Customer Services, since the pandemic and a new cloud platform, with change across the board, from new channels & hybrid working to recruitment, training, knowledge, planning & MI.

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