We’re excited to invite you to something truly special.

Join Calabrio for an exclusive webinar on 20th May at 12pm, where we’ll go behind the scenes with Harrods, one of the world’s most iconic luxury brands, renowned for its uncompromising focus on customer experience and excellence.

This is a rare opportunity to hear directly from Liz Whitehouse, Harrods Analytics Analyst, as she shares an honest, practical look at what it really takes to embed analytics and drive value.

Operational leaders are under increasing pressure to improve performance, maintain service quality and demonstrate measurable impact - all while managing rising demand and increasing complexity across channels.

In this session, we’ll explore how IGLU is using Quality Management and advanced Analytics within its WEM platform to move beyond compliance reporting and towards true operational control.

Featuring practical insight from IGLU’s recent WEM journey, alongside perspectives from Calabrio and Business Systems.

For many organisations, outsourcing customer operations has historically been treated as a commercial transaction rather than a professional capability. Contracts are negotiated, suppliers are appointed, and governance frameworks are established to monitor performance. Yet despite the scale, complexity and strategic importance of these relationships, outsourcing is rarely managed with the same discipline applied to areas such as workforce planning, customer experience design or operational transformation. This gap is becoming increasingly difficult to ignore.

Originally broadcasted on Thursday 19th March, 13:30

Whilst Excel remains the original example of “Open Source Tooling” in our industry it does come with its limitations. In this session we will discuss how tools such as “Python” “R” and “Shiny” can be utilised within planning and insight and the benefits they can bring. This session will feature expert input from Phil Stubbs from Atlantic insight.

Originally broadcasted on Thursday 19th March, 09:30

Resetting Insight explores how data, analytics and AI are moving from reporting to responsible, autonomous decision-making, and how organisations can embed insight directly into the systems that shape customer and colleague experiences.