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. 

Webinar: How Automation and AI Empowers Customer Experience at ALZA with CallMiner

Published on 04 December 2025

Webinar: How Automation and AI Empowers Customer Experience at ALZA with CallMiner

Thursday 4th December, 12pm

Event date: 04/12/2025 12:00 - 13:00 Export event

Discover how ALZA - the largest e commerce company in the Czech Republic, Slovakia, and Hungary - uses CallMiner’s OmniAgent to automate customer interactions and improve customer experience. In this session, Lenka Bartizalová will share real examples of how automation and AI help ALZA respond faster, reduce workload for agents, and deliver better service for millions of customers.

This session you will :

  • Gain insights into measurable CX improvements, such as faster resolution, higher customer satisfaction, and reduced operational bottlenecks
  • Understand how intelligent automation frees agents to focus on delivering better, more personalised experiences
  • Discover practical strategies for using automation and AI to scale customer experience to meet growing demands

Speakers

Chris Rainsforth
Director of Learning & Innovation
The Forum

Ian Robertson
Customer Operations Specialist
The Forum

Lenka Bartizalová
Head of Contact Centre
Alza

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