Understanding the benefits of working at a strategic level. These webinars are designed to help everyone in analytical roles become a more active contributor to their organisation’s strategy, to gain a place at the top table.
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On-demand modules
We have a wide range of virtual modules that you can view at your own pace.
Covid-19 Webinar Series 2
You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.
Upcoming Conferences Annual conferences dedicated to the needs of their communities.
On-Demand Conferences Catch up on the highlights Learn first-hand from practitioners and business leaders who are delivering successful change. Available to Forum Members
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Understanding the benefits of working at a strategic level. These webinars are designed to help everyone in analytical roles become a more active contributor to their organisation’s strategy, to gain a place at the top table. They will be scheduled through the year and you can submit your interest at any point.
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.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Digital & Omni-Channel, Awards Case Studies, 2025 Summer BPS Virtual
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.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2025 Spring CSP Virtual
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.
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.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Digital & Omni-Channel, 2025 Spring CSP Virtual
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
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Digital & Omni-Channel, 2025 Spring CSP Virtual
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
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.
If you want to see a new way to solve this problem, then this session is for you.
Mat Elliott from Nivo will share lessons from working with over 100 financial services companies to digitise customer facing processes, and dive into case studies with brands like CoOp bank, Barclays, and United Trust Bank, where Verified Identity Messaging has transformed NPS from minus figures to +90 and slashed timescales from weeks to hours.
Categories: Library, Operational Improvement, Digital & Omni-Channel, 2024 #RaisingStandards Videos (In-Person)
Originally broadcast Monday 14th October 2024, 13:30
Hear from Chris and Dave, Directors at The Forum as they take you through some of the learning journeys of our members and how our cloud-based Learning Management System is enhancing the learner experience.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2024 #RaisingStandards Videos (Virtual)
Originally broadcast Tuesday 2nd July 09:30
How you can use this week to learn from our members.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2024 Summer Best Practice Showcase Videos