2025 Best Practice Guide
Raising Standards

Conferences

The Forum holds key conferences through out the year including our flagship Spring Customer Strategy and Planning, Summer Best Practice Showcase and Autumn #RaisingStandards conferences that offer a great opportunity to learn, share and network.

2025 Summer Best Practice Showcase (Virtual)

16th June - 22nd August 2025

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

2025 Autumn: #RaisingStandards (Virtual)

13th - 17th October 2025

Learn HOW you can apply "Best Practice"
Designed specifically for Planning, Insight and Quality & Customer Experience Professionals. Learn first-hand from practitioners and business leaders who are delivering successful change whilst having the opportunity to collaborate with others. Bring new ideas and techniques back that will raise standards within your “Customer Operation”.

2025 Autumn Conference #RaisingStandards (In-Person)

Wednesday 5th November 2025, Coventry Building Society Arena

Learn HOW our community is applying “Best Practice”
This conference is designed specifically for Planning, Insight and Quality & Customer Experience Professionals. Learn first-hand from practitioners and business leaders who are delivering successful change whilst having the opportunity to collaborate with others. Bring new ideas and techniques back that will raise standards within your “Customer Operation”.

2026 Spring Customer Strategy & Planning Conference (In-person)

Tuesday 28th April 2026, Grand Hotel Gosforth Park, Newcastle

Learn WHY we need to keep “Raising Standards in Customer Operations" 
Our flagship Conference, this highly rated event is far more than just a conference. Designed specifically to focus on the hot topics within the industry and thought leadership whilst also delivering practical skills with new ways of thinking that will enhance you as a person. 

On-Demand Conferences

Catch up on the presentations from our previous conferences.
2025 Awards Case Study: WEM implementation in action

2025 Awards Case Study: WEM implementation in action

Novuna’s old contact centre setup slowed everything down. Verint helped streamline tools, improve scheduling, and slash digital response times. Staff now feel supported, customers get answers faster, and data drives improvements. Not just an upgrade—a whole new way of working.

2025 Awards Case Study: How implementation of Calabrio and AWS transformed customer service

2025 Awards Case Study: How implementation of Calabrio and AWS transformed customer service

Trainline revamped its contact centre with SVL. Call routing was simplified, handling times dropped, and coaching time rose. Tech did the heavy lifting, so teams could focus on helping customers. A solid partnership that made day-to-day work easier for everyone.

2025 Awards Case Study: Saving time and millions with digital workers

2025 Awards Case Study: Saving time and millions with digital workers

Aldermore automated 40 processes in a year, saving £3 million. With Robiquity and UiPath, they built 65 digital workers and upskilled their own team. The goal wasn’t just efficiency—it was to free people up for more meaningful work. And it worked.

2025 Awards Case Study: Redefining workforce flexibility

2025 Awards Case Study: Redefining workforce flexibility

eBay wanted to give their customer service teams more control over their schedules. QStory made it happen. Shift flexibility skyrocketed, managers spent less time on admin, and employees felt trusted. The result? A system where everyone wins—better efficiency for the business and a happier, more engaged workforce.

2025 Awards Case Study: Delivering more for employees whilst protecting performance through WFM

2025 Awards Case Study: Delivering more for employees whilst protecting performance through WFM

Peopleware’s flexible scheduling cut hours and improved forecasting, boosting morale and making staff feel valued. With fewer backlogs and happier teams, Tructyre created a more sustainable way to work.

2025 Awards Case Study: Smoothing out scheduling

2025 Awards Case Study: Smoothing out scheduling

Jet2’s reps used spreadsheets and PDFs—confusing, slow, and inconsistent. Peopleware brought in real-time scheduling across Europe. Now managers have visibility, compliance is easier, and rostering takes minutes, not days. A smart system that’s helped Jet2 grow without added stress.

2025 Awards Case Study: Making workforce planning work

2025 Awards Case Study: Making workforce planning work

Utility Warehouse was buried in spreadsheets. NICE introduced automation, smart scheduling, and real flexibility. Staff could swap shifts, book time off, and feel more in control. Attrition dropped, admin costs fell, and employees felt the difference. Better tech, better experience.

2025 Awards Case Study: A new approach to NHS 111

2025 Awards Case Study: A new approach to NHS 111

DHU’s legacy phone system couldn’t cope. NICE introduced CXone—suddenly staff had data, faster workflows, and better tools. Call routing improved, patient care got safer, and response times dropped. What really made it work? Trust, shared learning, and full team involvement.

2025 Awards Case Study: More calls, less waiting

2025 Awards Case Study: More calls, less waiting

Newcastle City Council”s call centre was under pressure. FourNet helped rework everything—better routing, real-time data, smarter planning. Calls doubled, wait times halved, and complaints dropped. A system rethink made things better for staff and residents alike. Change came from asking better questions.

2025 Awards Case Study: Building a global planning team that works

2025 Awards Case Study: Building a global planning team that works

OVO needed offshore support that felt like one team. Firstsource made it happen—quickly. Service levels jumped, response times improved, and culture thrived. They trained together, chatted daily, and built trust across borders. A great example of people-first operational change.

2025 Awards Case Study: AI that changed customer support

2025 Awards Case Study: AI that changed customer support

Merseyflow drivers struggled to find toll payment info, leading to high call volumes and unnecessary fines. Emovis teamed up with DLP to introduce an AI chatbot that answered 80% of customer queries instantly. Complaints dropped, digital adoption rose, and in just a year, the chatbot delivered a 240% return on investment.

2025 Awards Case Study: How Sky Retail transformed workforce planning with Deputy

2025 Awards Case Study: How Sky Retail transformed workforce planning with Deputy

Sky Retail lacked visibility — schedules often went unchecked and managers were left to make decisions based on guesswork. When Sky introduced Deputy’s workforce management platform, everything changed. Stores began to run more smoothly, shift adherence climbed to 95%, and trust grew between planning teams and frontline staff.  One small change sparked a big impact — giving Sky’s planning teams the clarity and insights they’d been missing.

2025 Awards Case Study: Customer service that works

2025 Awards Case Study: Customer service that works

Wheatley’s contact centre was struggling. Content Guru introduced a smarter, faster cloud system. Calls were handled better, wait times dropped, and satisfaction soared. This was more than just tech; it was about shared values. It focused on helping people, supporting communities, and creating something lasting.

2025 Awards Case Study: How an employee engagement platform transformed performance

2025 Awards Case Study: How an employee engagement platform transformed performance

Capita used Centrical’s gamification platform to cut handling times and boost call resolution. Managers saved time, and teams worked smarter. At first there were doubts, but when results rolled in, buy-in followed. A clever tool that changed how people worked.

2025 Awards Case Study: A Calabrio implementation that really paid off

2025 Awards Case Study: A Calabrio implementation that really paid off

Home Group replaced outdated systems with Business System’s’ cloud-based solution. Scheduling got easier, staff had more control, and efficiency jumped. Savings topped £16,000 a month. One year on, the benefits keep growing. A great example of what teamwork and tech can do.

2025 Awards Case Study: Transforming public sector insights at HGS

2025 Awards Case Study: Transforming public sector insights at HGS

Steven Davison optimized public sector services at HGS. His data insights improved government decision-making, streamlined services, and enhanced efficiency.

2025 Awards Case Study: Driving change through collaboration

2025 Awards Case Study: Driving change through collaboration

Sarah Rowell led NCFE’s workflow improvements. She enhanced communication, reduced delays, and empowered employees. Her efforts improved operational efficiency and team collaboration.

2025 Awards Case Study: Changing the game in digital learning

2025 Awards Case Study: Changing the game in digital learning

Rochelle Francis transformed ACCA’s online learning. She made engaging and flexible content. It boosted completion rates and supported different learning styles

2025 Awards Case Study: Elevating team growth and industry collaboration

2025 Awards Case Study: Elevating team growth and industry collaboration

Paul Gardner improved collaboration at Haier Europe. He built industry partnerships, strengthened workforce development, and optimized operations. His leadership fostered growth, efficiency, and innovation.

2025 Awards Case Study: Helping others through knowledge management

2025 Awards Case Study: Helping others through knowledge management

Natalja Nicholls revamped NCFE’s knowledge management. She consolidated scattered resources, improved accessibility, and streamlined processes. Employees found information faster, reducing delays and improving service.

2025 Awards Case Study: Creating real change, one step at a time

2025 Awards Case Study: Creating real change, one step at a time

Matt De Graw transformed eBay’s back-office operations. He introduced structured processes, optimized data, and improved efficiency. His team delivered $7 million in savings, gained recognition, and became a key part of the business.

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