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.

Webinar: Challenges encountered running a remote/hybrid workforce in partnership with Calabrio

Watch at your own pace

Join Scott Budding at Calabrio, Kim Baker at L&Q, Leighann Radley at Trainline and Phil Anderson at The Forum for a lively, interactive discussion on;

 - ​​​​​​Top challenges with planning this year and expectations for 2024.
 - Has remote working caused a drop in productivity?
 - Thoughtful approaches to managing and accepting attrition.
 - Future possibilities with AI – what role does it play in planning and forecasting?

Webinar: Ditch the spreadsheets: modernise your front- and back-office planning in partnership with Anaplan

Watch at your own pace

Increasing channel complexity, staffing shortages, growing cost pressure, and the rapid rise of AI are pushing front- and back-office operations – especially contact centres – to their limits. Yet, 80% of contact centres still rely on spreadsheets to manage all or part of their workforce capacity planning. 
Join us for this webinar to find out how to transform decades-old processes and discover how peer organisations are transforming their front- and back-office workforce planning to: 
 - Overcome channel complexity and manual processes to enhance efficiency and the customer experience 
 - Improve forecast accuracy and minimise over- and understaffing 
 - Boost collaboration with finance and HR to ensure your workforce plans align with your strategic goals and business demands 

2025 Best Practice Showcase: Summer Tour Launch: 20 Transformational Innovations Changing the Future of Work

Watch at your own pace

Join us for an inspiring and insightful webinar celebrating the 20 finalists from this year’s Innovation & Transformation awards. Trailblazers who are redefining workforce planning, customer experience, and operational excellence. From AI to culture change, these organisations are proving that bold thinking drives real-world results.

2025 Best Practice Showcase: Partnership Principles

Watch at your own pace

The best partnerships don’t just happen, they are built on trust, shared goals, and a commitment to making things work. Join us to hear a range of inspiring and educational stories from our Partnership Awards which cover a wide range of areas including, chatbots, robot workers, employee engagement platforms and technology stack transformations.

2025 Best Practice Showcase: Rising Stars

Watch at your own pace

In this final session of the 2025 Virtual Best Practice Showcase, we’ll be discussing this year’s Rising Stars – ​​​​​​talented professionals who’ve turned being new into a superpower.

Through these stories we’ll explore how curiosity, rapid learning, and fresh perspective can drive innovation, challenge the status quo, and spark lasting change. From automating processes to reshaping reporting and improving onboarding, these Rising Stars show that bold questions and small actions can create big impact.

This session is a celebration of what happens when new voices lead the way.

Webinar: How Automation and AI Empowers Customer Experience at ALZA with CallMiner

Thursday 4th December, 12pm

Discover how ALZA - the largest e commerce company in the Czech Republic, Slovakia, and Hungary - uses CallMiner’s OmniAgent to automate customer interactions and improve customer experience. In this session, Lenka Bartizalová will share real examples of how automation and AI help ALZA respond faster, reduce workload for agents, and deliver better service for millions of customers.

This session you will :
 - Gain insights into measurable CX improvements, such as faster resolution, higher customer satisfaction, and reduced operational bottlenecks
 - Understand how intelligent automation frees agents to focus on delivering better, more personalised experiences
 - Discover practical strategies for using automation and AI to scale customer experience to meet growing demands

Virtual Best Practice Showcase – Turning Insight into Decision Systems

Wednesday 5th August, 12:00

Presentations from Award winning stories from Firstsource, eBay, OVO Energy and AXA Insurance on how they are Turning Insight into Decision Systems

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.