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 20 May 2026

RESET | REDEFINING

Across Customer Operations and Resource Planning, there is a growing realisation: we are still relying on outdated assumptions, legacy habits, and inherited “best practices” that no longer fit the complexity of today, let alone the volatility of tomorrow. To prepare for 2026 and beyond, organisations need more than incremental improvement.

We need a RESET.
We need to start REDEFINING our standards and what great truly looks like.

We have an opportunity to shape the future of customer operations. But to seize it, we must first let go of the past.

Why RESET Matters Now
Resetting is not about doing what we did before, it’s about doing something differently. The psychology of resetting and redefining reminds us that people naturally cling to established frames of reference, even when those frames are outdated or unhelpful. Redefining helps us challenge our own assumptions, see situations differently, and shift behaviours accordingly. In Customer Operations, the need for this psychological shift is urgent. Too many organisations still:

Confuse activity with improvement
Reward firefighting over foresight
Use benchmarks that belong in another decade
Underinvest in learning, capability and planning

A reset is the only way forward.