2025 Best Practice Guide
Raising Standards

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.

All Live Case Studies Videos are available to all Forum Members. You will need login to gain access or register if you don't have a login.

 Once logged in they will appear on this page. Click on Read More to view the video.

Opening Keynote: Shaping the Future

Originally broadcast Monday 13th May, 09:30

How can we prepare ourselves for whatever happens? How can we think forward and be confident with our best next decisions?

Hear from The Forum’s team of Specialists as they each share their inspiration thoughts on how to Shape the Future.

Technology Showcase: Sabio

Originally broadcast Monday 13th May, 12:30

Even with the best schedule, things often don't go according to plan! Learn how Sabio's Mission Control can compliment your Genesys Cloud solution to support your real-time management process. We'll take you through delivering on-the-fly skill and routing changes, as well as the upcoming 'Dynamic SLA Routing' feature which automatically reskills, based on SLA performance.

Technology Showcase: Calabrio

Originally broadcast on Tuesday 14th May, 12:30

Scott Budding from Calabrio reveals the latest Contact Centre trends. Drawing from real-life examples of award-winning Calabrio customers, Scott will showcase CX best practices. 

Technology Showcase: Business Systems

Originally broadcast on Tuesday 14th May, 13:15

In this session, Business Systems is joined by Zen Internet to discuss Zen’s Workforce Engagement Management transformation journey and how the business has improved employee engagement, customer experience, efficiencies and time savings through the right partnership and Workforce Management solution. 

Technology Showcase: Verint

Originally broadcast on Wednesday 15th May, 12:30

It's tough out there in the CX space - customer demands are growing faster than your budget and resources, but you still need to deliver the level of service they expect. To keep up with demand, organisations are turning to AI and CX Automation, and enjoying unrivalled CX potential that delivers enterprise-wide benefits. Hear from our partners Verint as they share new ideas. 

Endnote: Shaping the future: supporting your best next actions

Originally broadcast on Friday 17th May, 12:30.

Rounding off the virtual conference and first stage of this year's best practice programme with inspiration, ideas and clear next steps. This endnote will support your learning, and give you takeaway ideas on how to turn this into an action plan. 

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