Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning.

Published on 24 July 2025

Innovation and Transformation: From HBOS 2005 to Indeed 2024

Over the past two decades, the landscape of customer operations and business transformation has undergone remarkable change. From HBOS in 2005 to Indeed in 2024, priorities have shifted dramatically, evolving from workforce flexibility and process optimisation to AI-driven insights and hyper-personalised experiences. This journey reflects a continuous push toward innovation, efficiency, and customer-centricity.

The Forum’s Innovation & Transformation Awards are renowned for showcasing the very best from across the customer operation industry. Taking a look back at these inspiration stories we have studied how these transformations have evolved. Staring with the Lloyds Banking Group and their HBOS flexibility story from 2005 up to the overall 2024 Innovation & Transformation winner Indeed.