Webinar - The Harrods Story: What It Really Took to Turn Data into Excellence in Partnership with Calabrio

We’re excited to invite you to something truly special.

Join Calabrio for an exclusive webinar on 20th May at 12pm, where we’ll go behind the scenes with Harrods, one of the world’s most iconic luxury brands, renowned for its uncompromising focus on customer experience and excellence.

This is a rare opportunity to hear directly from Liz Whitehouse, Harrods Analytics Analyst, as she shares an honest, practical look at what it really takes to embed analytics and drive value.

Webinar: From Insight to Impact: How IGLU Is Using Quality & Analytics to Drive Operational Performance in partnership with Calabrio & Business Systems

Operational leaders are under increasing pressure to improve performance, maintain service quality and demonstrate measurable impact - all while managing rising demand and increasing complexity across channels.

In this session, we’ll explore how IGLU is using Quality Management and advanced Analytics within its WEM platform to move beyond compliance reporting and towards true operational control.

Featuring practical insight from IGLU’s recent WEM journey, alongside perspectives from Calabrio and Business Systems.

Webinar: See the WFM AI Assistant in Action in partnership with Sabio

WFM AI Assistant: Real-Time Intelligence for Smarter Workforce Decisions
Spot problems early. Understand the cause. Fix them immediately.
Managing workforce performance in real time has never been more complex. Volumes spike unexpectedly, AHT drifts, shrinkage creeps up — and by the time daily reports arrive, the damage is already done. The Sabio WFM AI Assistant changes that.

The WFM AI Assistant is a platform-agnostic AI solution that draws real-time data from:
 - Contact centre platforms
 - WFO and analytics platforms
 - HR systems
 - CRM solutions

Sabio's Vendor Spotlight Series - Transform Workforce Planning with Amazon FCS

Join Sabio for a concise, insight-packed webinar on how Amazon Connect Forecasting, Capacity & Scheduling (FCS) is transforming contact-centre planning. Built on Amazon Web Services, FCS uses AI-driven forecasting, intelligent scheduling, and real-time intraday management to help organisations plan with confidence, adapt faster, and improve both service and employee experience.

Technology Showcase: Verint

Originally Broadcast Monday 13th October, 12:30

Smarter. Faster. Stronger: How Verint Co-pilot Bots Supercharge Contact Centres. In today’s fast-paced customer experience landscape, efficiency and personalisation are no longer optional- they’re essential. Join us for an exclusive session as we reveal how Verint’s Co-pilot Bots are reshaping contact centres by automating micro-workflows, reducing average handling times, and significantly increasing agent capacity.

Opening Keynote #RaisingStandards

Originally Broadcast Monday 13th October, 10:30

Reset, Redefine & Raise Standards
This keynote launches the week by challenging us to turn intent into action. Explore how learning, reflection and ownership drive personal growth and organisational progress. Discover how tools like the Learning Tracker, Reflective Method, and the Learning Pyramid support continuous improvement. We'll explore how to break out of firefighting, align strategy with daily action, and shift from “being busy” to “making a difference”. It's time to reset habits, redefine success, and commit to doing things differently. Because done will always beat intended.

20 Transformational Innovations Changing the Future of Work

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.

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. 

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.

Technology Showcase: Calabrio

Driving the Next Chapter of WEM
Join Calabrio showcasing the latest innovations, enhanced capabilities, and strategic advancements in Calabrio ONE. Discover how their newest features are designed to elevate agent engagement, workforce optimisation, and analytics, helping organisations increase productivity, reduce attrition, and provide better sales and services to customers.

Data Governance Panel Discussion

Originally broadcast Wednesday 26th March 2025 at 14:30

One of the biggest challenges with data is accessibility and governance to ensure the right people use the right data. Hear from NHS Business Services Authority and Anglian Water on their data governance journey, bringing to life the challenge and opportunity of Data Governance.

Technology Showcase: Verint

Originally broadcast Wednesday 26th March at 12:30

Moving from AI Experiments to AI Success in the Contact Centre and Beyond
Hear inspiring success stories from Verint customers who have transformed their operations with AI. Learn how they overcame challenges, achieved efficiencies, and delivered exceptional customer experiences. Discover practical steps to move from AI experiments to tangible successes, and gain insights for your own AI initiatives.

Technology Showcase: NICE

Originally broadcast Tuesday 25th March 2025 at 13:30

WFM Augmentation 
AI and Robotic assistance are buzz words and topics amongst the industry at the moment. NICE demonstrates how technology is supporting the operation, both from an agent experience viewpoint and an administrative and operational perspective. Practical application and examples of AI in the contact centre

Membership Panel Discussion

Originally broadcast Monday 24th March 2025, 10:30

Membership – The Value of a Professional Community
Talking with members Anglian Water Services, Aviva UKGI and PTSB and discussing how they get value from being part of a professional community and the items that gives them the most value for their teams, organisation and personally

Opening Keynote - Raising Standards

Originally broadcast Monday 24th March 2025, 09:30

The Forum has spent 25 years building a vibrant, future-focused community that embraces change, disrupts complacency, and fuels innovation. As we look ahead to the next 25 years, the challenge isn’t just keeping up—it’s leading the way. Join us on this journey of continuous improvement, where we redefine what’s possible, break through limitations, and shape the future of business excellence.