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. 

Virtual Best Practice Showcase – Vulnerable Customers

Published on 25 August 2026

Virtual Best Practice Showcase – Vulnerable Customers

Tuesday 25th August, 12:00

Event date: 25/08/2026 12:00 - 13:00 Export event

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.

Presentations from 3 x Award winning stories on this topic

  • OVO Energy – Alannah Martin delivered Natural Language IVR at OVO Energy which not only led to increased connections but also highlighted vulnerable customers through intentions.
  • Novuna – Tim Bell will talk about how Novuna refocused on insight, reshaping how insight was gathered to ensure the right actions were taken, ensuring the customer voice was at the heart. 
  • National Support Network x NatWest - Hear from Helen Beaumont Manahan as she talks about the partnership that created a simple Support Hub to help colleagues guide customers to trusted help beyond banking.
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Categories: On-Demand Webinar Recording, Library, Operational Improvement, Awards Case Studies, 2026 Best Practice Showcase Virtual

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