On-Demand Webinars

2025 Best Practice Showcase: Summer Tour Launch: 20 Transformational Innovations Changing the Future of Work

Join us for an inspiring and insightful webinar 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.

20 Transformational Innovations Changing the Future of Work

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.

The Art of Storytelling

Phil Anderson, The Forum leads a brief keynote on “The Art of Storytelling” then a panel discussion where practical examples of understanding the difference you can make, and how to engage and influence others is discussed with some of this year’s judges and finalists: Graham Watson from Capita Regulated Services and Scott Budding from Calabrio.

Partnerships

Karl Fletcher, Novuna  brings to life their partnership with Verint around the benefits of a full WEM (Workforce Enterprise) solution.

Raising Standards

This is a chance to understand The AA’s award story in the round and the benefits this has delivered for customers, colleagues and the company.

Focus on the Customer

Hear Margot Vanwynendaele share the award-winning story from Trainline on how a new telephony system allows teams to focus on the customer.

2025 Innovation of the Year - Brightwell Pensions

Hear from the overall Innovation Award winner Brightwell Pensions.

Endnote: Raising Standards

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. 

25 Years of Innovation & Transformation Keynote

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.

Technology Showcase: Calabrio

Driving the Next Chapter of WEM
Join Calabrio showcasing the latest innovations, enhanced capabilities, and strategic advancements in Calabrio ONE. Discover how their newest features are designed to elevate agent engagement, workforce optimisation, and analytics, helping organisations increase productivity, reduce attrition, and provide better sales and services to customers.

Technology Showcase: Verint

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.

Technology Showcase: NICE

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