The Forum's Customer Strategy & Planning conference speakers for 2021 are a wide variety of experts and professionals.
Over the past two decades, the landscape of customer operations and business transformation has undergone remarkable change. From HBOS in 2005 to Indeed in 2024, priorities have shifted dramatically, evolving from workforce flexibility and process optimisation to AI-driven insights and hyper-personalised experiences. This journey reflects a continuous push toward innovation, efficiency, and customer-centricity.
The Forum’s Innovation & Transformation Awards are renowned for showcasing the very best from across the customer operation industry. Taking a look back at these inspiration stories we have studied how these transformations have evolved. Staring with the Lloyds Banking Group and their HBOS flexibility story from 2005 up to the overall 2024 Innovation & Transformation winner Indeed.
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This article was first published in the 2025 Best Practice Guide - Raising Standards
To download a full digital copy of the Best Practice Guide, click here.