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 13 September 2023

Releasing potential in technology: make it work for customers & colleagues

Research paints a picture of huge technology investment plans for customer operations. These demonstrate a surprising level of trust among senior business leaders that this will deliver returns. What’s new is the expectation that AI-enabled automation systems are the key emerging technologies. It’s a very different outlook to what we’ve been used to, as the graph below shows. Yet these leaders have many concerns too. Less than half see a unified view of customer engagement across data siloes. In Europe, there’s a perceived preparedness of just 49%, compared to 81% in Latin America (Verint 2022). Perhaps it’s due to the differences in planned technologies. Even at leadership level, around 60% are challenged by planning reliably for ROI. They lack budget for any major work with employees (MIT 2022). So, how well are we set up to deliver against all these expectations operationally?

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This article was first published in the 2023 Best Practice Guide - Strength in Numbers: The Value of Community