2020 National Conference On-Demand

2023 Planning Awards: Lynsay McPhilimy at Aviva

2023 Planning Awards: Lynsay McPhilimy at Aviva is a determined analyst who is not afraid to take that first step. She has a vision for improving and developing both in her own career and the operation.

2023 Planning Awards: Lucy Clucas at North West Ambulance Service

2023 Planning Awards: Lucy Clucas at North West Ambulance Service wants to inspire others to take the leap of faith in their ability, to expand their knowledge and have the confidence to bring new ideas to improve understanding between planning and operations.

2023 Planning Awards: John Huxtuble at Shared Services

2023 Planning Awards: John Huxtuble at Shared Services took his team on a journey of building trust with operations and personal development leading to more confidence and the opportunity for promotions.

2023 Planning Awards: Kevin Wright at Ocado

2023 Planning Awards: Kevin Wright at Ocado embraced the opportunity to develop and learn new skills and brought operations on the journey with him leading to better understanding and communication.
 

2023 Planning Awards: Mark Williams at VitalityHealth

2023 Planning Awards: Mark Williams at VitalityHealth is a manager who focusses on talent and harnessing the potential of his team with an ethos on personal development.

2023 Quality & Improvement Awards: Integrating planning and training at Lifeplus

2023 Quality & Improvement Awards: Integrating planning and training at Lifeplus
A comprehensive skills audit is identifying skill and knowledge gaps. A clear development framework across the employee lifecycle is then ensuring everybody gets the training and skills for their roles and career progression.

2023 Quality & Improvement Awards: Kulvinder Manak at Loop

Kulvinder Manak has developed and delivered an external qualification at Loop. She has upskilled the training team, developed masterclasses and improved the new starter journey.

Keynote: Strength in Numbers

Originally broadcast Monday 15th May 2023, 09:30

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them. This thought provoking session will frame the week of learning that will be available through the rest of the Virtual Conference and challenge you to own your learning.

Technology Showcase: Sabio

Originally broadcast Monday 15th May 2023, 12:30

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology, integrated into the agent desktop and WEM capabilities. This innovative approach provide a systematic view of the impact of the workplace on the employee, as well as practical guidance to promote success.

Technology Showcase: Centrical

Originally broadcast Wednesday 17th May 2023, 13:15

2023 Workforce & Global Operation Leader Insights. Centrical recently surveyed over 500 global enterprise operations leaders across industries about the current state of workforce engagement management and how their leadership initiatives tie to company growth goals. The results were astounding!

Free Webinar: Create change with a Leap Of Faith – Rising Vibe

A Leap Of Faith is an act of believing in or attempting something whose existence or outcome cannot be proven or known.

So much of the work we do with our clients around culture change requires a leap of faith. Without taking action, 'giving it a go', doing something differently or experimenting with a 'new way', NOTHING changes. Let me repeat this NOTHING changes. Yet the majority of human beings need some kind of 'proof' that it will all work out BEFORE they are prepared to take 'that action'.

Keynote: The Value of Community

Originally broadcast Monday 9th October, 09:30

In this opening keynote, The Forum team members will discuss the importance of community. They will provide practical advice to help you expand your connections within and beyond your organisation.

Technology Showcase: The Forum LMS

Originally broadcast Monday 9th October, 13:30

A showcase of The Forum Learning Management System (LMS) which has been successfully rolled out to many of our members. Learn how different members have approached learning.

Endnote

Originally broadcast Friday 12th October, 12:30

Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving. 

2024 Innovation & Transformation Awards: Inspiring Personal and Professional Development at eBay

Learn how eBay are nurturing personal and professional growth within the team, underlining the organisation’s commitment to continuous improvement and talent development. By prioritising personal and professional growth, eBay is poised to unlock the full potential of its workforce, driving sustained success and organisational resilience in the ever-evolving business landscape.

2024 Innovation & Transformation Awards: Firstflex: Collaborative Problem-Solving at Firstsource

Innovation isn’t just about groundbreaking ideas; it’s about promoting a culture where every voice is heard, and every challenge is met with collaborative solutions. Firstflex illustrates how it allows team members to engage in various projects based on their interests. Learn how Firstsource developed their own technology in pursuit of sustainability, underscoring the team’s commitment to fostering innovation from within.

2024 Innovation & Transformation Awards: Firstlink: Transforming Operations at Firstsource

This platform, a brainchild of collaborative efforts between the development team and operational stakeholders, has revolutionised the way business is conducted, ushering in a new era of efficiency, connectivity, and streamlined operations. The adoption of Firstlink has heralded a new dawn for the organisation, propelling it towards greater efficiency, connectivity, and operational excellence.

2024 Planning Awards: Kristie-Leigh Armstrong at BT Group

Kristie-Leigh spearheaded a transformative journey in workforce management, with an  emphasis on communication, collaboration, and employee well-being. Through initiatives like Flexi-breaks, My Day and Uni-flex, she has helped shape a culture of accountability and inclusivity, reducing shrinkage and increasing coverage. Kristie-Leigh’s dedication to personal development and support for colleagues inspires others to embrace change, drive innovation, and prioritise the welfare of their teams.

2024 Planning Awards: Iain McFarlane at DHL

Through streamlined processes and a commitment to continuous improvement, Iain achieved significant savings and operational efficiencies. By fostering a culture of learning and embracing challenges, Iain empowered his team to excel and innovate. He exemplifies the potential for personal growth within the organisation, with a focus on operational excellence and customer satisfaction.

2024 Planning Awards: Alex Gold at OVO Energy

OVO Energy, under Alex’s leadership, tackled integration challenges, fostering a culture of empowerment and innovation. Alex prioritised team empowerment, laying foundations for strategic decision-making and operational optimisation, with his goal for Shared Services to become ‘The Brain of the Operation’. Assessing teams for skills and mindset alignment, coupled with a focus on recognition and feedback, reinforced a customer-centric approach.

Kevin White at VitalityHealth

Kevin showcases leadership through strategic team expansion and talent development. Learning from industry best practices, he diversified his team’s experiences, leading to innovative channels like WhatsApp. Internal training and personalised development plans ensure a robust talent pipeline. Kevin encourages individual growth, allowing flexible transitions within the team which stakeholders paid tribute to. Kevin’s commitment to excellence promises a future of continued success and adaptability.

2024 Partnership Awards: Davies & TJX

In a strategic collaboration, global retailer TJX and Davies revolutionised employee onboarding, focussing on decentralised training and soft skills. Incorporating digital learning and aligning with cultural values, they achieved a 300% investment return, which included a reduction in the glide path to productivity in the contact centre from 8 weeks to 6 weeks. This partnership not only enhanced employee engagement and customer service for TK Maxx and HomeSense but also established new benchmarks for training excellence, an increase in empathy and rapport with customers with a positive impact oncustomer loyalty.

Opening Keynote: Shaping the Future

Originally broadcast Monday 13th May, 09:30

How can we prepare ourselves for whatever happens? How can we think forward and be confident with our best next decisions?

Hear from The Forum’s team of Specialists as they each share their inspiration thoughts on how to Shape the Future.

Endnote: Shaping the future: supporting your best next actions

Originally broadcast on Friday 17th May, 12:30.

Rounding off the virtual conference and first stage of this year's best practice programme with inspiration, ideas and clear next steps. This endnote will support your learning, and give you takeaway ideas on how to turn this into an action plan. 

Opening Keynote: How to Learn

Originally broadcast Tuesday 2nd July 09:30

How you can use this week to learn from our members. 

Learning & Development with The Forum

Originally broadcast Monday 14th October 2024, 13:30

Hear from Chris and Dave, Directors at The Forum as they take you through some of the learning journeys of our members and how our cloud-based Learning Management System is enhancing the learner experience. 

Opening Keynote - Raising Standards

Originally broadcast Monday 24th March 2025, 09:30

The Forum has spent 25 years building a vibrant, future-focused community that embraces change, disrupts complacency, and fuels innovation. As we look ahead to the next 25 years, the challenge isn’t just keeping up—it’s leading the way. Join us on this journey of continuous improvement, where we redefine what’s possible, break through limitations, and shape the future of business excellence.

Membership Panel Discussion

Originally broadcast Monday 24th March 2025, 10:30

Membership – The Value of a Professional Community
Talking with members Anglian Water Services, Aviva UKGI and PTSB and discussing how they get value from being part of a professional community and the items that gives them the most value for their teams, organisation and personally

25 Years of Innovation & Transformation Keynote

Originally broadcast Friday 28th March at 09:30

Celebrating 25 years of the Innovation & Transformation Awards, this keynote takes a look back from a finalist and judges perspective. Discussing key industry shifts, from workforce flexibility and real-time analytics to automation and omnichannel experiences. We will also explore what the next 25 years of Raising Standards could look like.

Endnote: Raising Standards

Originally broadcast Friday 28th March 2025 at 13:30

Closing the week with practical tips on how to use learning to drive action and raise standards.