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.

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Published on 28 July 2026

Virtual Best Practice Showcase - Continuous Improvement & Effective Change

Tuesday 28th July, 12:00

Event date: 28/07/2026 12:00 - 13:00 Export event

The Forum announced its Innovation, Partner, and Best Practice Award winners at the end of April 2026 and now comes the opportunity to understand “What” sits behind these award stories and what these Organisations, Teams and Individuals are doing to Raise Standards in their Customer Operations. The 2026 Best Practice Virtual Showcase brings together award‑winning teams, innovators, and industry leaders to share how they are raising standards in customer operations.

12:00	Introduction Alison Conaghan , Customer Operations Specialist from The Forum
12:05	Presentations from 3 x Award winning stories on this topic LNER – Aaron Glew and Billy Smillie will tell the story of how the whole business have gone through significant change during the last 12 months, from office relocation, to new systems – a new Telephony platform, WFM and CRM to name a few. They have created new ways of working, grown and embedded a Workforce Management Team, created a resilient supervisory model which supported the front-line through all tis change. OVO Energy – hear how Josh McGarry set out to Quantify success, ensuring that time spent delivered value introducing advanced tracking to improve visibility and create flexibility where required. Also Gordan Fraser will talk about how when faced with significant operational challenge, the team didn’t patch the problem, they reset the foundations. They rebuilt accountability, clarified ownership and strengthened performance discipline across their operation.
12:45	Session Ends

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Categories: On-Demand Webinar Recording, Library, Planning & Resourcing, Operational Improvement, Strategy & Leadership, Awards Case Studies, 2026 Best Practice Showcase Virtual

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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.