The Forum announced its Innovation, Partner, and Best Practice Award winners at the end of April 2026 and now comes the opportunity to understand “What” sits behind these award stories and what these Organisations, Teams and Individuals are doing to Raise Standards in their Customer Operations. The 2026 Best Practice Virtual Showcase brings together award‑winning teams, innovators, and industry leaders to share how they are raising standards in customer operations.
| 12:00 |
Introduction Alison Conaghan , Customer Operations Specialist from The Forum |
| 12:05 |
Presentations from 3 x Award winning stories on this topic
- LNER – Aaron Glew and Billy Smillie will tell the story of how the whole business have gone through significant change during the last 12 months, from office relocation, to new systems – a new Telephony platform, WFM and CRM to name a few. They have created new ways of working, grown and embedded a Workforce Management Team, created a resilient supervisory model which supported the front-line through all tis change.
- OVO Energy – hear how Josh McGarry set out to Quantify success, ensuring that time spent delivered value introducing advanced tracking to improve visibility and create flexibility where required.
- Also Gordan Fraser will talk about how when faced with significant operational challenge, the team didn’t patch the problem, they reset the foundations. They rebuilt accountability, clarified ownership and strengthened performance discipline across their operation.
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| 12:45 |
Session Ends |