2025 Best Practice
Programme Launch
Friday 24th January, 12pm

2024 Summer Best Practice Showcase
(Virtual)

Learn WHAT our award finalists are doing to continue “Raising Standards in Customer Operations”

2nd - 4th July 2024

Online conference

Showcasing the very 
best in the industry

This conference offers a unique chance for you to learn directly from our Awards winners. You will hear from the teams and individuals who are making a difference in their business, powerful partnerships whether that is with a technology provider or an outsource partnership. Finally, you can discover how large transformation projects have made massive changes in any business.

Gold Sponsor
Silver Sponsors
Outline Agenda

Best Practice Showcase (Virtual)

Tuesday 2nd July
Wednesday 3rd July
Thursday 4th July
09:30
Opening Keynote
Innovation & Transformation
Quality & Improvement Teams
How to learn
How you can use this week to learn from our members. 45mins
Hear from Best Practice in Branch Planning winners Bank of Ireland and the Planning Team of the Year, TSB. 45mins
Learn from Benenden Health on Continuous Improvement Strategy, The Knowledge Management Team of the Year, Utility Warehouse and our Quality Team of the Year, ACCA. 45mins
10:30
Innovation & Transformation
Best Practice Partnerships
Planning Managers
Learn from overall Innovation of the Year winners, indeed on Leading Global Transformation and OVO Energy talking about their Service Transformation. 45mins
In this session our Partnership Awards Judges will share their highlights from this year's finalists stories. Sharing what has inspired them, and the learning that they have taken from the process. 45mins
Managers of the Year; Alex Gold from OVO Energy and Steven Miller at Benenden Health share their stories. 45mins
13:15
Insight
Planning Analysts
Partnership Perfection
Hear from Manager of the Year, Katie Harrison from NFU Mutual Agencies, Forecasting Analyst of the Year, Paul Cooper at The AA and our Rising Star, Mike Connor of Capita Regulated Services. 45mins
Learn from Analysts of the Year; Michelle Adshead at VitalityHealth and Kristie-Leigh Armstrong from BT Group and our Rising Stars; Lauren Laycock at NFU Mutual and Kirsty Ritchie of Wheatley Housing. 45mins
Join our Associate Heroes as they share their key ingredients for the perfect partnership. 45mins
14:15
Planning Teams
Quality & Improvement Individuals
End note
Learn how Real-Time Team of the Year, eBay reintroduced Real-Time globally. Also hear from Analyst of the Year Zach Haddenham. Hear from Lloyds Banking Group on how they achieved a Best Practice Shift Review. 45mins
Hear from 2024 Quality & Improvement Rising Star, Jess Baldock at DAS, our Knowledge Management Professional, Alexandra Jordan from Zopa and the Quality & Improvement Manager of the Year, Susan Drape-Comyn​​​​. 45mins
The 2025 Awards
How you can gain recognition for your and your teams work through our Awards. Tips for entering. 45mins
Conference Agenda

Best Practice Showcase

Tuesday 2nd July
9.30
Opening Keynote
How to Learn
How you can use this week to learn from our members. 45mins
10.30
Innovation & Transformation
Learn from overall Innovation of the Year winners, indeed on Leading Global Transformation and OVO Energy talking about their Service Transformation.45mins
13:15
Insight
Hear from Manager of the Year, Katie Harrison from NFU Mutual Agencies, Forecasting Analyst of the Year, Paul Cooper at The AA and our Rising Star, Mike Connor of Capita Regulated Services. 45mins
14:15
Planning Teams
Learn how Real-Time Team of the Year, eBay reintroduced Real-Time globally. Also hear from Analyst of the Year Zach Haddenham. Hear from Lloyds Banking Group on how they achieved a Best Practice Shift Review. 45mins
Wednesday 3rd July
9.30
Innovation & Transformation
Hear from Best Practice in Branch Planning winners Bank of Ireland and the Planning Team of the Year, TSB Bank. 45mins
10:30
Best Practice Partnerships
In this session our Partnership Awards Judges will share their highlights from this year's finalists stories. Sharing what has inspired them, and the learning that they have taken from the process. 45mins
13:15
Planning Analysts
Learn from Analysts of the Year; Michelle Adshead at VitalityHealth and Kristie-Leigh Armstrong from BT Group and our Rising Stars; Lauren Laycock at NFU Mutual and Kirsty Ritchie of Wheatley Housing. 45mins
14:15
Quality & Improvement Individuals
Hear from 2024 Quality & Improvement Rising Star, Jess Baldock at DAS, our Knowledge Management Professional, Alexandra Jordan from Zopa and the Quality & Improvement Manager of the Year, Susan Drape-Comyn​​​​. 45mins
Thursday 4th July
9.30
Quality & Improvement Teams
Learn from Benenden Health on Continuous Improvement Strategy, The Knowledge Management Team of the Year, Utility Warehouse and our Quality Team of the Year, ACCA. 45mins
10:30
Planning Managers
Managers of the Year; Alex Gold from OVO Energy and Steven Miller at Benenden Health share their stories. 45mins
13:15
Partnership Perfection
Join our Associate Heroes as they share their key ingredients for the perfect partnership. 45mins
13:15
End note
The 2025 Awards
How you can gain recognition for your and your team's work through our Awards. Tips for entering. 45mins

Speakers

Michelle Adshead
Scheduling Analyst
VitalityHealth
Caroline Akakpo
Head of Member Experience and Service Improvement
Benenden Health
Phil Anderson
CEO
The Forum
Kristie-Leigh Armstrong
Resource Scheduling Professional
BT Group
Jess Baldock
Monitoring and Performance Officer
DAS
Scott Budding
Mgr Sales Engineering
Calabrio
Arianne Buhari
Ops Change Manager
Utility Warehouse
Claire Campbell
Customer Intelligence Analyst
ACCA
Ian Chappell
Director of Consulting (International)
Centrical
Chris Clarke
Global Head of Real Time
eBay
Alison Conaghan
Customer Operations Specialist
The Forum
Paul Cooper
Contact Centre Forecaster
The AA
Mike Connor
Performance Analyst
Capita Regulated Services
Emma Cuthbertson
Process Improvement Manager
Benenden Health
Susan Drape-Comyn
Quality Manager

Wendy Gatt
Quality Co-ordinator
ACCA
Alex Gold
Director of Shared Services
OVO Energy
Graeme Gabriel
WFO Solutions Consultant
NICE Solutions
Zachery Haddenham
Sr Planning Systems Analyst
eBay
David Halsall
Senior Planning Manager
Lloyds Banking Group
Katie Harrison
Agency Operations Delivery Manager
NFU Mutual Agencies
Anne Holmes
Account Director
SVL Business Solutions
Alex Jordan
Knowledge Manager
Zopa Bank
Laren Laycock
Commercial Underwriting Team Leader
NFU Mutual
Stacey McCurley
Process Improvement Manager
Benenden Health
Steven Miller
Resource Planning & Capacity Manager
Benenden Health
David Preece
Principal Solution Consultant
Story
Chris Rainsforth
Director of Learning & Innovation
The Forum
Kirsty Ritchie
Resource and Capacity Planning Officer
Wheatley Housing
Ian Robertson
Customer Operations Specialist
The Forum
Fiona Thomas
Midterm Planning Manager
eBay
Dave Vernon
Director of Membership & Best Practice
The Forum
Donna Whyman
Customer Operations Specialist
The Forum
Carol Wyper
Operational Assurance & Development Manager
ACCA

Prices & Booking

Places are free to members using member places in line with the level of membership. Extra places for each event can be purchased at £625 +VAT for in-person and £295 +VAT for virtual.

All paid for places must be settled before the conference begins. All bookings are subject to The Forum's normal terms which can be read here. Cancellation does not automatically mean an invoice is no longer payable.

Register Now

Fill in your details to register for the 2024 Summer Best Practice Showcase conferences or email events@theforum.social.