2025 Best Practice Guide
Raising Standards

Member Resources & Library

Enjoy a trusted place where you can easily find solutions. See below for a sample of our articles and resources. Register and log in above to see a wider range. Forum Members have access to the full library by logging in. If you see a message that says an article does not exist, try logging in to view it.
If you do not have the access you expect or if you need help with your password, please email advice@theforum.social.

2025 Awards Case Study: Bringing data to life

The Aviva Insight Team turned messy data into clear, useful reports. They automated tasks, cutting out 376 working days a year. By centralising reporting, they gave teams confidence in their numbers. Their quick thinking even fixed a financial error before it became costly. Now, data drives decisions, not guesswork.

2025 Awards Case Study: Driving real change

The Aldermore team knew things had to change. Service levels were poor, and staff were overwhelmed. Instead of patching up problems, they tackled the root causes. Breaking down silos and using data to drive decisions, they improved efficiency, saved £7m, and boosted engagement. The real win? A lasting culture shift.

20 Transformational Innovations Changing the Future of Work

Originally broadcast Tuesday 17th June 2025, 12:00

Celebrating the 20 finalists from this year’s Innovation & Transformation awards. Trailblazers who are redefining workforce planning, customer experience, and operational excellence. From AI to culture change, these organisations are proving that bold thinking drives real-world results.

Deliver Outcomes, not just AI

Deliver Outcomes, not just AI – an article by one of our learners Tom Hunt from Verint.

2025 Awards Case Study: Simplifying processes to get great customer experiences

With clearer processes and information needed, Water Plus built Oasis - one simple knowledge hub. Clear steps, smart guides and knowledge gaps addressed. Now, staff feel confident, training’s faster, and customers get informed responses - first time.

2025 Awards Case Study: Giving people the power to shape their work

Vitality let people choose when they worked—and it paid off. Shift coverage stayed solid, call answers improved, and satisfaction soared. Trusting teams with their time made everyone more engaged and ready to show up.

2025 Awards Case Study: Making banking work for more people

TSB launched Video Banking so people could speak to advisors without leaving home. It worked. Customers loved it, staff felt more efficient, and the personal touch didn’t get lost —just delivered differently.

2025 Awards Case Study: Making customer service smarter, faster, and more efficient

Trainline ditched a clunky old phone system and brought in a faster, smarter one. It routes calls better, saves cash, and makes coaching easier. Now teams have more time to focus on what really matters—helping customers.

2025 Awards Case Study: Reinventing customer service through innovation

Outdated systems and manual tasks were slowing things down. So Guinness shook things up — blending video calls, automation, and smarter planning. Wait times dropped, staff felt more balanced, and customer ratings shot up.

2025 Awards Case Study: Rethinking scheduling to put people first

The old holiday booking system caused stress. So, the AA Scheduling Team scrapped it and gave people guaranteed leave. More flexibility, less admin, and record service levels followed. It worked because they trusted their people.

First34568101112Last