Originally broadcasted on Monday 12th October 2026, 10:30

Be Ready to Learn: Turning Learning into Lasting Impact
Learning is about far more than attending a conference, completing a module or gaining new knowledge. The real value comes from creating the time and space to reflect, challenge existing assumptions, apply ideas in practice and share what we discover with others. In this keynote, we explore what it means to be prepared to learn, from understanding how we learn and protecting time for development, to creating the structure, support and momentum that turns learning into action.

Celebrating the 20 finalists from this year’s Innovation & Transformation awards. Trailblazers who are redefining workforce planning, customer experience, and operational excellence. From AI to culture change, these organisations are proving that bold thinking drives real-world results.

Discover how NPS, backlogs & efficiencies were improved simultaneously, by comprehensive end-to-end planning in British Gas Services that led to many more same day-appointments & lifted promise delivery 20%. 

Learn how homeworking at LV= has boosted morale, improved customer experience, raised productivity and delivered a £2.3 million return on investment.

Discover how collaboration and empowerment releases potential. By raising 1,300 ideas from colleagues in just 30 months, continuous improvement has saved 200 FTE overall and raised NPS.

See how a collaborative approach to implementing speech analytics has lifted retention six points in the first teams and transformed operations at Sky Save, for both customers and colleagues.

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.