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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Virtual Best Practice Showcase – Vulnerable Customers

Published on 25 August 2026

Virtual Best Practice Showcase – Vulnerable Customers

Tuesday 25th August, 12:00

Event date: 25/08/2026 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.

Presentations from 3 x Award winning stories on this topic

  • OVO Energy – Alannah Martin delivered Natural Language IVR at OVO Energy which not only led to increased connections but also highlighted vulnerable customers through intentions.
  • Novuna – Tim Bell will talk about how Novuna refocused on insight, reshaping how insight was gathered to ensure the right actions were taken, ensuring the customer voice was at the heart. 
  • National Support Network x NatWest - Hear from Helen Beaumont Manahan as she talks about the partnership that created a simple Support Hub to help colleagues guide customers to trusted help beyond banking.
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Categories: On-Demand Webinar Recording, Library, Operational Improvement, 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.