The Forum announced its Innovation, Partner, and Best Practice Award winners at the end of April 2026 and now comes the opportunity to understand “What” sits behind these award stories and what these Organisations, Teams and Individuals are doing to Raise Standards in their Customer Operations. The 2026 Best Practice Virtual Showcase brings together award‑winning teams, innovators, and industry leaders to share how they are raising standards in customer operations.

Presentations from 3 x Award winning stories on this topic

• OVO Energy – Alannah Martin delivered Natural Language IVR at OVO Energy which not only led to increased connections but also highlighted vulnerable customers through intentions.
• Novuna – Tim Bell will talk about how Novuna refocused on insight, reshaping how insight was gathered to ensure the right actions were taken, ensuring the customer voice was at the heart. 
• National Support Network x NatWest - Hear from Helen Beaumont Manahan as she talks about the partnership that created a simple Support Hub to help colleagues guide customers to trusted help beyond banking.