On-Demand Webinars

2026 Awards Case Study: Resetting Flexibility with a Colleague-Led System with BT Group

Flexibility has long been part of the story BT Group tells about working in customer operations. Colleagues could earn time back. Managers wanted to support work–life balance. The intent was right. The experience, however, was less so.

2026 Awards Case Study: Learning from Expressions of Dissatisfaction at AXA

Across customer operations, organisations are surrounded by signals of customer experience. Many are rich. Few are fully understood. At AXA Insurance, one of the most underused signals was Expressions of Dissatisfaction — moments where customers expressed frustration or disappointment, but where the interaction did not meet the formal definition of a complaint.

These moments were captured manually by frontline advisors. The process added complexity at the end of demanding calls. Decisions relied on individual interpretation. And while the data existed, it rarely translated into learning or meaningful change. Dissatisfaction was recorded, but not truly understood.

Virtual Best Practice Showcase – Vulnerable Customers

Hear from three winners - OVO Energy, Novuna and National Support Network x NatWest as they talk about the work they have done to identify vulnerable customers and support the advisors to ensure the best care for all.

Virtual Best Practice Showcase – Effective Technology Partnerships: Route 101 x Blackcircles

Join us for the session where we will be joined by two of our winning Partnerships – Route 101 x Blackcircles

Virtual Best Practice Showcase – Effective Technology Partnerships: QStory x Nationwide

Join us for the session where we will be joined by two of our winning Partnerships – QStory x Nationwide.

Virtual Best Practice Showcase – Planning

Join us for a practical showcase featuring Planning Leaders and teams recognised through our Awards Programme. With award-winning examples from eBay and Nationwide, we'll explore how Planning is evolving beyond traditional forecasting and scheduling to become a strategic driver of operational performance. Our speakers will share the challenges they faced, lessons they learned, and how their work has continued to evolve since their award submissions.

Virtual Best Practice Showcase – Turning Insight into Decision Systems

Presentations from Award winning stories from Firstsource, eBay, OVO Energy and AXA Insurance on how they are Turning Insight into Decision Systems

Virtual Best Practice Showcase - Continuous Improvement & Effective Change

Hear from OVO Energy & LNER as they talk about Continuous Improvement & Effective Change. They will discuss how to stop burn out, how to bring the whole centre along with the change and how to prioritise projects and show the benefits from each change.

Virtual Best Practice Showcase – Quality & Operational Improvement

Hear from Award winners Worldpay on reshaping their Back Office Quality with AI as well as improving Knowledge Management & how HGS rolled out a new learning programme that is set to become the global blueprint for a unified training standard.

Partnerships

Technology is the key enabler for success in our industry and it is key that relationships between end users and technology providers continue to improve, so raising standards in customer operations. 
NCFE x SVL were totally aligned in the requirements from a new CCaaS implementation and how this delivered a seamless journey to delivery of a truly omni channel platform. 
NatWest wanted to offer more than just the minimum for their vulnerable customers, so worked with National Support Network to offer trusted support that went beyond just banking.

Awards Panel Discussion

Hear best practice from a panel of individual and team award winners across Planning, Insight and Learning/Knowledge. Featuring SSCL, LNER, OVO Energy and HGS.

Shaun Jardine, SSCL

Shaun Jardine, Planning Manager of the Year, SSCL describes how he has rebuilt the foundations of planning, introducing new techniques, tools and thinking to build trust ensuring Planning have a seat at the Leadership table