2016 Innovation & Transformation Awards: 2020 Vision brings strategy to life for everybody at InterCall

Making strategy clear & simple has engaged people. See how it’s released talent in the business, cut cost-to-serve 16%, delivered exceptional customer experience & driven continuous improvement.

2018 Innovation Award Winners

The Innovation of the Year 2018 award was won by Homeserve; an organisation centred on people and customers. In achieving commercial success and building community engagement, front-line teams re-connected with the organisation’s purpose, to rebuild trust. Marked out by judges as one of the best entries they’ve ever seen, this is a story everyone can learn from and be inspired by. They were also presented with the Innovation Award for Social Transformation.

2021 Innovation & Transformation Awards: FIS Group

Learning Culture at FIS Global
Career progression is now at the heart of this organisation’s culture, with a passion to drive learning and development. A playbook of next steps is embedded into their operating model, with metrics and review points, putting colleagues at the centre of their strategy for customer service.

2023 Planning Awards: John Huxtuble at Shared Services

2023 Planning Awards: John Huxtuble at Shared Services took his team on a journey of building trust with operations and personal development leading to more confidence and the opportunity for promotions.

2023 Planning Awards: Kevin Wright at Ocado

2023 Planning Awards: Kevin Wright at Ocado embraced the opportunity to develop and learn new skills and brought operations on the journey with him leading to better understanding and communication.

2023 Planning Awards: Lucy Clucas at North West Ambulance Service

2023 Planning Awards: Lucy Clucas at North West Ambulance Service wants to inspire others to take the leap of faith in their ability, to expand their knowledge and have the confidence to bring new ideas to improve understanding between planning and operations.

2023 Planning Awards: Lynsay McPhilimy at Aviva

2023 Planning Awards: Lynsay McPhilimy at Aviva is a determined analyst who is not afraid to take that first step. She has a vision for improving and developing both in her own career and the operation.

2023 Planning Awards: Mark Williams at VitalityHealth

2023 Planning Awards: Mark Williams at VitalityHealth is a manager who focusses on talent and harnessing the potential of his team with an ethos on personal development.

2023 Planning Awards: Vanessa Jossi at Lifeplus

2023 Planning Awards: Vanessa Jossi at Lifeplus has focussed on her learning. She learns from others in her organisation and network groups at The Forum, as well as from industry articles. She has redesigned many reports and dashboards across Lifeplus.

2023 Quality & Improvement Awards: Integrating planning and training at Lifeplus

2023 Quality & Improvement Awards: Integrating planning and training at Lifeplus
A comprehensive skills audit is identifying skill and knowledge gaps. A clear development framework across the employee lifecycle is then ensuring everybody gets the training and skills for their roles and career progression.

2023 Quality & Improvement Awards: Kulvinder Manak at Loop

Kulvinder Manak has developed and delivered an external qualification at Loop. She has upskilled the training team, developed masterclasses and improved the new starter journey.

2024 Innovation & Transformation Awards: Firstflex: Collaborative Problem-Solving at Firstsource

2024 Innovation & Transformation Awards

Innovation isn’t just about groundbreaking ideas; it’s about promoting a culture where every voice is heard, and every challenge is met with collaborative solutions. Firstflex illustrates how it allows team members to engage in various projects based on their interests. Learn how Firstsource developed their own technology in pursuit of sustainability, underscoring the team’s commitment to fostering innovation from within.

2024 Innovation & Transformation Awards: Firstlink: Transforming Operations at Firstsource

2024 Innovation & Transformation Awards

This platform, a brainchild of collaborative efforts between the development team and operational stakeholders, has revolutionised the way business is conducted, ushering in a new era of efficiency, connectivity, and streamlined operations. The adoption of Firstlink has heralded a new dawn for the organisation, propelling it towards greater efficiency, connectivity, and operational excellence.

2024 Innovation & Transformation Awards: Inspiring Personal and Professional Development at eBay

2024 Innovation & Transformation Awards

Learn how eBay are nurturing personal and professional growth within the team, underlining the organisation’s commitment to continuous improvement and talent development. By prioritising personal and professional growth, eBay is poised to unlock the full potential of its workforce, driving sustained success and organisational resilience in the ever-evolving business landscape.

2024 Partnership Awards: Davies & TJX

2024 Partnership Awards

In a strategic collaboration, global retailer TJX and Davies revolutionised employee onboarding, focussing on decentralised training and soft skills. Incorporating digital learning and aligning with cultural values, they achieved a 300% investment return, which included a reduction in the glide path to productivity in the contact centre from 8 weeks to 6 weeks. This partnership not only enhanced employee engagement and customer service for TK Maxx and HomeSense but also established new benchmarks for training excellence, an increase in empathy and rapport with customers with a positive impact oncustomer loyalty.

2024 Planning Awards: Alex Gold at OVO Energy

2024 Planning Awards

OVO Energy, under Alex’s leadership, tackled integration challenges, fostering a culture of empowerment and innovation. Alex prioritised team empowerment, laying foundations for strategic decision-making and operational optimisation, with his goal for Shared Services to become ‘The Brain of the Operation’. Assessing teams for skills and mindset alignment, coupled with a focus on recognition and feedback, reinforced a customer-centric approach.

2024 Planning Awards: Iain McFarlane at DHL

2024 Planning Awards

Through streamlined processes and a commitment to continuous improvement, Iain achieved significant savings and operational efficiencies. By fostering a culture of learning and embracing challenges, Iain empowered his team to excel and innovate. He exemplifies the potential for personal growth within the organisation, with a focus on operational excellence and customer satisfaction.

2024 Planning Awards: Kristie-Leigh Armstrong at BT Group

2024 Planning Awards

Kristie-Leigh spearheaded a transformative journey in workforce management, with an emphasis on communication, collaboration, and employee well-being. Through initiatives like Flexi-breaks, My Day and Uni-flex, she has helped shape a culture of accountability and inclusivity, reducing shrinkage and increasing coverage. Kristie-Leigh’s dedication to personal development and support for colleagues inspires others to embrace change, drive innovation, and prioritise the welfare of their teams.

25 Years of Innovation & Transformation Keynote

Originally broadcast Friday 28th March at 09:30

Celebrating 25 years of the Innovation & Transformation Awards, this keynote takes a look back from a finalist and judges perspective. Discussing key industry shifts, from workforce flexibility and real-time analytics to automation and omnichannel experiences. We will also explore what the next 25 years of Raising Standards could look like.

Aviva 2014 Case Study - Continual learning: people build success

See how investing in people development is paying back at Aviva UK Health and how assessors are able to take responsibility for their own learning.

Calabrio Technology Showcase

Originally broadcast Monday 14th November 2022, 12:30

Are your agents empowered to be Brand Guardians? Join Tripti Tapuriah-Modi and David Evans from Calabrio who will discussing key findings from Calabrio’s State of the Contact 2022 report and how to treat and empower agents as Brand Guardians.

Community Learning Keynote

Originally broadcast Friday 18th November 2022, 12:30

Hear from a Forum Hero and organisations who have taken a team approach to learning.

Conference Endnote

Originally broadcast Friday 5th November 2021, 09:30

Learn how to invest your time wisely to help you spend time on the things that matter the most. Doing something different on a daily basis.

Conference Endnote

Originally broadcast Friday 30th April 2021, 09:30

Hear from Phil Anderson, Director at The Forum on moving from Impossible to Inevitable. This endnote will explore different ways to transform as a person, as a team and as an organisation. Take a closer look at key professional skills and hear from a panel of professionals who have all demonstrated how they are key to unlocking opportunities, several of them graduates from our Leadership Assisted Learning Pathway.

Conference Endnote

Originally broadcast Friday 4th December 2020, 09:15

Positive habits for a successful career With so much uncertainty in the world, it is important to take control of our conduct, behaviour and attitude. Developing simple positive habits can make a huge impact on how you learn, share ideas and ultimately transform yourself and our career. This endnote presentation will take a look at the role of professionalism, how to build positive habits and an opportunity to hear from members who have transformed themselves during 2020.

eGain Technology Showcase

Originally broadcast Thursday 17th November 2022, 12:30

Join eGain for a discussion on Knowledge Hubs and how to Turbocharge your CX and AX with KX (Knowledge-Guided Experience).

Endnote

Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving.

Originally broadcast Friday 12th October, 12:30

Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving.

Endnote: Raising Standards

Originally broadcast Friday 28th March 2025 at 13:30

Closing the week with practical tips on how to use learning to drive action and raise standards.

Endnote: Shaping the future: supporting your best next actions

Originally broadcast on Friday 17th May, 12:30.

Rounding off the virtual conference and first stage of this year's best practice programme with inspiration, ideas and clear next steps. This endnote will support your learning, and give you takeaway ideas on how to turn this into an action plan.

Free Webinar: Create change with a Leap Of Faith – Rising Vibe

Watch at your own pace

A Leap Of Faith is an act of believing in or attempting something whose existence or outcome cannot be proven or known.

So much of the work we do with our clients around culture change requires a leap of faith. Without taking action, 'giving it a go', doing something differently or experimenting with a 'new way', NOTHING changes. Let me repeat this NOTHING changes. Yet the majority of human beings need some kind of 'proof' that it will all work out BEFORE they are prepared to take 'that action'.

Learning Academy

2024 Innovation & Transformation Awards

2024 Innovation & Transformation Awards

2024 Innovation & Transformation Awards

2024 Partnership Awards

2024 Planning Awards

2024 Planning Awards

2024 Planning Awards

Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving.

Watch at your own pace