20 Transformational Innovations Changing the Future of Work
Celebrating the 20 finalists from this year’s Innovation & Transformation awards. Trailblazers who are redefining workforce planning, customer experience, and operational excellence. From AI to culture change, these organisations are proving that bold thinking drives real-world results.
2024 Data, Analytics & Insight Awards: Ravi Kumar Samala at Firstsource
Firstsource Solutions revolutionised its risk management with a digital-first strategy, under Ravi’s leadership. This case study highlights the transition from expensive, rigid third-party tools to custom digital solutions, enhancing operational risk management and business continuity. Implementing in-house tools like the Operations Health Dashboard significantly cut costs and improved efficiency. This transformation not only saved £170,000 in licence costs over two years but also fostered a robust risk-aware culture, showcasing the impact of digital innovation on organisational resilience and efficiency.
2024 Data, Analytics & Insight Awards: The AA Forecasting Team
The AA’s forecasting team has been pivotal in optimising breakdown services through a predictive model linking weather data to breakdowns, improving resource allocation and response times. Their analysis has driven digital advancements, streamlining operations and enhancing customer interactions by filtering simpler queries online. They also evaluate economic and market trends for strategic planning. This work ensures The AA adapts efficiently to customer needs and maintains leadership in service excellence, highlighting the team’s essential role in operational and strategic decisions.
2024 Data, Analytics & Insight Awards: Three Ireland Insight Team
The ROI insight team at Three Ireland have utilised Microsoft Power Apps to revamp internal processes and enhance workplace culture. This move aimed at ditching outdated communication methods for a more efficient, engaging approach to reporting. The initiative led to improved operational efficiency, higher employee engagement, and significant cost savings. Power Apps helped automate tasks, saving 900 hours annually and fostering a culture of innovation. Future plans include developing an “Everything App” and integrating AI to further advance their digital efforts.
2024 Innovation & Transformation Awards: Empowering Workforce Through Employee Flexibility at hgs
Creating flexibility and improving work-life-balance is at the heart of this case study. The Planning team have embraced technology to support the digital first strategy by utilising key features to provide greater flexibility for its people. Empowering people, allowing them to have more control over the working schedules and breaks has also meant removing unnecessary communication and manual tasks, to free the Planning team to add more value.
2024 Planning Awards: Mark Lincoln at Aviva
Mark aligned working patterns with demand which led to improved service quality and a 9% increase in queries handled and he was able to recognise nuances between voice and chat scheduling to optimise agent efficiency. By leveraging both experiential knowledge and analytical tools Mark advocates for a blend of instinct and data-driven insights, with an emphasis on the importance of historical data for forecasting.
2024 Planning Awards: Sam Collings at OVO Energy
Sam renewed the approach to recruitment and training. With her approach, the blend of weekend and remote workers has enhanced operational efficiency and relieved pressure on agents whilst improving morale. Embracing social media, they maintained service levels and reduced contact volume, achieving a 70% satisfaction rate and a 33% decrease in queries. Sam’s data analytics have driven continuous improvement, enabling personalised service and proactive customer engagement.
25 Years of Innovation & Transformation Keynote
Originally broadcast Friday 28th March at 09:30
Celebrating 25 years of the Innovation & Transformation Awards, this keynote takes a look back from a finalist and judges perspective. Discussing key industry shifts, from workforce flexibility and real-time analytics to automation and omnichannel experiences. We will also explore what the next 25 years of Raising Standards could look like.
90% of bad Trustpilot reviews trace back to email, paper, and phone
If you want to see a new way to solve this problem, then this session is for you.
Mat Elliott from Nivo will share lessons from working with over 100 financial services companies to digitise customer facing processes, and dive into case studies with brands like CoOp bank, Barclays, and United Trust Bank, where Verified Identity Messaging has transformed NPS from minus figures to +90 and slashed timescales from weeks to hours.
Community Learning Keynote
Originally broadcast Friday 18th November 2022, 12:30
Hear from a Forum Hero and organisations who have taken a team approach to learning.
Conference Endnote
Originally broadcast Friday 5th November 2021, 09:30
Learn how to invest your time wisely to help you spend time on the things that matter the most. Doing something different on a daily basis.
Conference Endnote
Originally broadcast Friday 4th December 2020, 09:15
Positive habits for a successful career With so much uncertainty in the world, it is important to take control of our conduct, behaviour and attitude. Developing simple positive habits can make a huge impact on how you learn, share ideas and ultimately transform yourself and our career. This endnote presentation will take a look at the role of professionalism, how to build positive habits and an opportunity to hear from members who have transformed themselves during 2020.
Endnote: Raising Standards
Originally broadcast Friday 28th March 2025 at 13:30
Closing the week with practical tips on how to use learning to drive action and raise standards.
Endnote: Shaping the future: supporting your best next actions
Originally broadcast on Friday 17th May, 12:30.
Rounding off the virtual conference and first stage of this year's best practice programme with inspiration, ideas and clear next steps. This endnote will support your learning, and give you takeaway ideas on how to turn this into an action plan.
Interactive Keynote: AI & Machine Learning
Originally broadcast Wednesday 11th October, 14:30
In this keynote we will be hearing from David Bruce and Alfy Reid from NEA Consulting to explore recent developments in AI, how it's being applied, the risks to consider and what the future might look like.
Interactive Keynote: Davies
Originally broadcast Monday 9th October, 12:30
Generative AI and the Contact Centre Experience
Join Mark Odlin from Davies as he delves into the transformative power of generative AI in the modern contact centre.
Interactive Keynote: Does AI really have a place in Quality Assurance?
Originally broadcast Tuesday 16th May 2023, 15:15
Join Chris Rainsforth and Chris Mounce from EvaluAgent for a discussion on the ever increasing presence of AI and the place it has in Quality Assurance.
Interactive Keynote: Uniphore
Originally broadcast Wednesday 11th October, 13:30
Generative AI - Your trusted co-pilot for transformative customer and employee experiences.
Keynote: Digital Acceleration - Planning
Originally broadcast Monday 28th September 2020, 14:00
The Great Digital Acceleration The pandemic has fundamentally changed the way that customers engage with organisations. Digital adoption has leapt forward by a decade and the contact centre is playing catch up. During this session Sabio’s Stu Dorman, will describe how deep integration between the contact centre and digital experiences and the use of the latest generation of AI to support customers and agents can be deployed quickly and scaled to meet the needs of a more digitally savvy customer.
Keynote: Strength in Numbers
Originally broadcast Monday 15th May 2023, 09:30
Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them. This thought provoking session will frame the week of learning that will be available through the rest of the Virtual Conference and challenge you to own your learning.