Best Practice Guides

Take a look at our full range of Best Practice Guides - outstanding books that bring together highlights from our extensive online member library of best practice materials. Designed not only to inspire, but also to identify practical insight and provide toolkits and hot tips, we intend our resources to help you to raise standards across the industry. Packed with case studies, research, thought leadership and supplier listings, this is the year-round resource that contains the jewels of the year’s best practice.
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Published on 09 June 2026

2026 Case Studies Guide

This guide provides a complete review of this year’s Award Finalists, highlighting the ideas, innovations and practical improvements that are helping organisations raise standards in customer operations. From transformational change programmes and new ways of working to data-driven decision making and customer-focused innovation, each example demonstrates how organisations are turning challenges into measurable outcomes. Learn from what others have achieved. Reflect on what it means for your organisation. Take at least one idea you can put into practice today.