Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards.

We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make.

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in.

Published on 04 September 2026

2026 Awards Case Study: Learning from Expressions of Dissatisfaction at AXA

Across customer operations, organisations are surrounded by signals of customer experience. Many are rich. Few are fully understood. At AXA Insurance, one of the most underused signals was Expressions of Dissatisfaction — moments where customers expressed frustration or disappointment, but where the interaction did not meet the formal definition of a complaint.

These moments were captured manually by frontline advisors. The process added complexity at the end of demanding calls. Decisions relied on individual interpretation. And while the data existed, it rarely translated into learning or meaningful change. Dissatisfaction was recorded, but not truly understood.