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.

Originally broadcasted on Wednesday 14th October 2026, 12:30

How Enova Redefined Automation and Flexibility, Empowering Strategic Analysts to do more
Join Enova’s Jodi Maffitt and QStory's Barry Jones, to discover how replacing manual WFM processes with QStory's real-time automation empowered agents with schedule autonomy, eliminated planner burnout, and delivered real operational efficiency. Learn how Enova transformed daily workflows, plus get an exclusive sneak peek at next-generation tools shaping the future of contact centre agility.

Originally broadcasted on Wednesday 14th October 2026, 09:30

Best-in-Class Planning: From Best Practice to Better Decisions
The pace of change in customer operations has never been greater. AI, automation, flexible working and rising customer expectations are changing how organisations plan, allocate resources and make operational decisions. Drawing on the latest Standards Benchmarking Assessments, this keynote explores what genuinely differentiates best-in-class planning teams from the rest. 
 

Originally broadcasted on Monday 12th October 2026, 10:30

Be Ready to Learn: Turning Learning into Lasting Impact
Learning is about far more than attending a conference, completing a module or gaining new knowledge. The real value comes from creating the time and space to reflect, challenge existing assumptions, apply ideas in practice and share what we discover with others. In this keynote, we explore what it means to be prepared to learn, from understanding how we learn and protecting time for development, to creating the structure, support and momentum that turns learning into action.

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.