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.
| 12:00 |
Introduction from Penny Hicks, Director at The Forum |
| 12:05 |
Route 101 x Blackcircles: this partnership focused on bringing several disparate systems (WFM, QA, Voice, Ticketing) into one Zendesk environment. Success depended on rethinking processes and challenging long standing ways of working. Access to the Zendesk Early Access Programme enabled them to help test, shape and influence features of the system.
QStory x Nationwide: this partnership focused on delivery of data driven visibility in a back-office operation. Recognising an opportunity to improve visibility and colleague self-service in back-office operations teams, particularly where there was a blended workload. Results included greater insight and clearer performance metrics and an opening up of colleague flexibility which was previously unavailable.
Join us to hear more about:
- What did they do and why?
- What have they had to overcome & change.
- What have they done since the award submission?
- What are the key learnings from the award story?
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| 12:35 |
Q&A |
| 12:45 |
Session Ends |
