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 15 July 2026

Resetting AI Adoption in Customer Operations: From Tools to Capability

In 2026, most organisations are still deciding where AI fits, rather than redesigning how work, insight and resource decisions are made. We are experimenting with tools, but we have not yet embedded AI as a true operational capability. That distinction matters. Because what we choose to automate, what we choose to augment, and what we choose to leave to human judgement will shape not just productivity, but culture, skills and decision-making for years to come.

Our recent Benchmarking survey confirms what many leaders intuitively feel: AI is now firmly on the agenda, but most organisations are still early in the journey. Across all use cases, the dominant status is “Exploring” (33%), followed by “Out of Scope” (23%) and “I don’t know” (22%). Only 12% are actively implementing AI and just 11% describe their use as established. Adoption is cautious and uneven, not yet embedded at scale.