Here is an example of how a Bespoke Learning Academy could look like for your organisation

You can view all the modules you need below. To see individual Modules in the showcase click on the dropdown at top left of the video. Module descriptions are below the videos.

You can gain Foundation Accreditation by watching at least one of the showcases below and completing this Accreditation Questionnaire. Send a copy of the questionnaire to your manager and accreditation@theforum.social for sign off. More information on accreditation can be found here.


You can download our Best Practice Guides here.

These modules are available to you until "Agreed Date"

Accredited Professionals

Congratulations to the following who have been accredited at Foundation Level
 - Jane Smith
 - Mohamed Ahmed
 - David Green
 - Karen Jones

Academy Launch & Tutorials

We can hold a launch for your academy so everyone understands how to access the modules and what they need to do to gain accreditation. We can also hold regular tutorials to layer in the learning and discuss how it is most appropriate to their role.

Start your learning

Your team get access to modules to help them focus on their learning, hear from other members on why learning is so important to them, how they build time into their diary for development and what they are doing differently because of this.

Your modules

We can add some of our box sets here or curate a set of individual modules that work best for your team.
Module Title
Description of what the module contains and what you will learn from it
 - Point one of specific learning
 - Point two of specific learning
 - Point three of specific learning

Module Title
Description of what the module contains and what you will learn from it
 - Point one of specific learning
 - Point two of specific learning
 - Point three of specific learning

Module Title
Description of what the module contains and what you will learn from it
 - Point one of specific learning
 - Point two of specific learning
 - Point three of specific learning

Individual Modules

You can choose the modules from the full list that are most suitable for your team
Virtual Best Practice Showcase - Continuous Improvement & Effective Change

Published on 28 July 2026

Virtual Best Practice Showcase - Continuous Improvement & Effective Change

Tuesday 28th July, 12:00

Event date: 28/07/2026 12:00 - 13:00 Export event

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 Alison Conaghan , Customer Operations Specialist from The Forum
12:05 Presentations from 3 x Award winning stories on this topic
  • LNER Aaron Glew and Billy Smillie will tell the story of how the whole business have gone through significant change during the last 12 months, from office relocation, to new systems – a new Telephony platform, WFM and CRM to name a few. They have created new ways of working, grown and embedded a Workforce Management Team, created a resilient supervisory model which supported the front-line through all tis change. 
  • OVO Energy – hear how Josh McGarry set out to Quantify success, ensuring that time spent delivered value introducing advanced tracking to improve visibility and create flexibility where required.
  • Also Gordan Fraser will talk about how when faced with significant operational challenge, the team didn’t patch the problem, they reset the foundations. They rebuilt accountability, clarified ownership and strengthened performance discipline across their operation. 
12:45 Session Ends
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