Learning Academy Box Sets

Take the opportunity to gain accreditation in a specific subject. Our Box Sets are groups of related modules that help you focus your learning. The full box set cost includes your accreditation. To complete accreditation, you need to watch all the modules and send an email to accreditation@theforum.social to describe what you have taken from the modules and how you have applied these in your role.
Each Box Set costs £325 +VAT. (Free to anyone on an Assisted Learning Pathway). Click on the descriptions below to book your place now.

Student takeaways

One of our members from Lifeplus completed the Capacity Planning, Budgeting & Forecasting box set these are the headline takeaways:
- A small impact in your field can have a good effect higher up in the ranks at board level i.e. matching up with a higher strategic objective

- Planning teams need to collaborate with other areas/organisations, engage stakeholders

- Increase Operational effectiveness - As a team, we have vastly increased our communication channels

- Improve and manage the flow of your data cycle and version control

- Long Term: Financial and Budget Planning – Operational: Drives capacity, scenario planning, and risk

- In the middle of a transformation/plan, the challenges are still there, and targets not being met --> this must lead to evolving the approach to capacity and demand

- Improve the quality of the data, focussing on what/why/how, determine what happened to the customer base

- Demonstrating Value and ROI – benefits achieved, costs avoided, risks avoided

"I would like to extend my sincere thanks for providing the accreditation certificate. I truly appreciate the effort and dedication your team puts into organising such valuable learning experiences. The knowledge and insights gained through the program have been incredibly beneficial, and receiving the certificate is a meaningful recognition of that journey. Thank you once again for your support and for facilitating continuous learning and development".

Sidharth, Capita Customer Experience

Published on 29 October 2019

Mark Billingham

Mark is currently Group Customer Operations Director & COO financial services at The Very Group, the UK’s largest integrated online retailer and financial services business which owns very.co.uk and littlewoods.com, he has had a varied career spanning 15+ years across Operational management, Transformation and Customer Experience. In both 2018 and 2019 the Very Group (Shop Direct) were recognised back to back as industry leading at the European Call Centre awards for their Customer transformation programmes which in just 12 months improved tnps by 70 points, first contact resolution by 22 points and reduced overall customer contact by 30%.

Previously, Mark has been responsible for major customer changes at British Gas and Vodafone, most notably as Customer Experience Director at Vodafone, improving TNPS by 70 points, first contact resolution by 20% points, reducing complaints by 60% and driving a 40% reduction in call volume. While at Vodafone Mark also led the implementation of AI (Tobi) and the growth of Digital Customer Service through webchat and messaging which now makes up over 40% of overall service.