Virtual Network Groups

Virtual Best Practice Showcase – Outsourcing

Outsourcing has changed dramatically over the last two decades. What was once primarily a commercial decision focused on cost and capacity is now becoming a strategic capability that shapes customer experience, operational resilience and business performance. Using case studies spanning almost twenty years, this session explores how the discipline has evolved and what today's leaders should be doing differently to build effective, outcome-focused partnerships.

Virtual Best Practice Showcase – Quality & Operational Improvement

Hear from Award winners Worldpay on reshaping their Back Office Quality with AI as well as improving Knowledge Management & how HGS rolled out a new learning programme that is set to become the global blueprint for a unified training standard.

Virtual Best Practice Showcase - Continuous Improvement & Effective Change

Hear from OVO Energy & LNER as they talk about Continuous Improvement & Effective Change. They will discuss how to stop burn out, how to bring the whole centre along with the change and how to prioritise projects and show the benefits from each change.

Virtual Best Practice Showcase – Turning Insight into Decision Systems

Presentations from Award winning stories from Firstsource, eBay, OVO Energy and AXA Insurance on how they are Turning Insight into Decision Systems

Virtual Best Practice Showcase – Planning

Join us for a practical showcase featuring Planning Leaders and teams recognised through our Awards Programme. With award-winning examples from eBay and Nationwide, we'll explore how Planning is evolving beyond traditional forecasting and scheduling to become a strategic driver of operational performance. Our speakers will share the challenges they faced, lessons they learned, and how their work has continued to evolve since their award submissions.

Virtual Best Practice Showcase – Effective Technology Partnerships: Route 101 x Blackcircles

Join us for the session where we will be joined by two of our winning Partnerships – Route 101 x Blackcircles

Virtual Best Practice Showcase – Effective Technology Partnerships: QStory x Nationwide

Join us for the session where we will be joined by two of our winning Partnerships – QStory x Nationwide.

Virtual Best Practice Showcase – Vulnerable Customers

Hear from three winners - OVO Energy, Novuna and National Support Network x NatWest as they talk about the work they have done to identify vulnerable customers and support the advisors to ensure the best care for all.