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.

Partnership Perfection 2026: Co‑Creation at the Heart of Success

Over the past three years, our Partnership Awards have shown a clear evolution in how organisations work with their technology and service partners. In 2024, we highlighted the foundations of great collaboration: trust, shared goals, honest communication, and a focus on people over products. As our 2024 Partnership article noted, “the best partnerships invest in relationships… it’s about working together to make sure [technology] is used in the best way”.

In 2025, we saw partnerships becoming more strategic and culturally aligned. We described how successful collaborations “transcend traditional transactional dynamics” and how deeply integrated teams create a unified force working toward shared outcomes.

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.

Twelve Months In: Leading with Intent, Engagement and Culture

Stepping into a senior leadership role in a new organisation is rarely a clean slate. It is more often like joining a story already in full flow. For Hannah Will, her first year in post felt exactly like that.

“It was like being dropped into the middle of a very complex story halfway through the book, with no glossary or terms of reference.”

Despite a warm welcome, Hannah quickly realised that success would not come from imposing solutions, but from listening deeply, understanding unspoken dynamics, and earning trust through authenticity.

Complaints: Fix It, Face It or F**k It

What The Muppets can teach us about complaints handling