Originally broadcasted on Friday 16th October 2026, 12:30

As the virtual conference draws to a close, join us for a final reflective discussion that brings together the key themes, conversations and challenges explored throughout the week. We'll look beyond the notes, slides and presentations to ask a more important question: what will you do differently because of what you've heard? From AI and innovation to planning, leadership, customer experience and continuous improvement, this session will explore the ideas that stood out, the lessons worth taking forward and the opportunities to turn learning into action. We'll challenge delegates to think about their own commitment to raising standards. What is the one thing you'll take away, apply and act on when you return to work? Because learning only creates value when it leads to change. A practical, thought-provoking and engaging close to the week that will leave you inspired to turn ideas into action and continue raising standards across your organisation.

Frontline managers have never had more performance data, and never had less time to act on it. Signals are scattered across QA, WFM, LMS, CRM, and a growing stack of dashboards. Now AI agents are joining the workforce as a new layer to oversee, and the gap between performance insight and performance change is widening fast.

This is the action gap. Closing it is the defining challenge facing frontline leaders this year.

Join Ian Chappell, Director of Consulting, EMEA at Centrical, for a practical follow-up to The Forum's Best Practice Showcase. Ian opens with a look at why most platforms are widening the gap rather than closing it, then previews three Centrical capabilities built for the manager's job in a hybrid human-AI workforce.

Join Sabio for a concise, insight-packed webinar on how Amazon Connect Forecasting, Capacity & Scheduling (FCS) is transforming contact-centre planning. Built on Amazon Web Services, FCS uses AI-driven forecasting, intelligent scheduling, and real-time intraday management to help organisations plan with confidence, adapt faster, and improve both service and employee experience.