2021 Customer Strategy & Planning On-Demand

2023 Planning Awards: Tabitha Cantrell at Hoover Candy

2023 Planning Awards: Tabitha Cantrell at Hoover Candy interrogated the data supplied by their systems to uncover errors and gained the trust of both operations and the supplier.

2023 Innovation & Transformation Awards: Extending the reach and value of resource planning at Legal & General

2023 Innovation & Transformation Awards: Extending the reach and value of resource planning at Legal & General
Introducing a framework of understanding to use data to make better decisions. Launching Verint Workmanager to track and distribute work to support working practices for frontline employees. Transforming leaders, supporting long-standing processes and people to work in a different more future-minded way.

2023 Innovation & Transformation Awards: Busting myths around hybrid working at RSA

2023 Innovation & Transformation Awards: Busting myths around hybrid working at RSA
Bringing data together in one version of the truth to drive understanding, learning and improvement for hybrid working. Using the data to help shape their home, office and hybrid working strategy, to improve attraction and attrition.

2023 Innovation & Transformation Awards: Work-life-balance in a blended work environment at Student Loans Company

2023 Innovation & Transformation Awards: Work-life-balance in a blended work environment at Student Loans Company
Redefining flexi-time at scale to provide flexibility for both the business and its people improving employee satisfaction and customer experience. Engaging with key operational stakeholders has been crucial to the success of this initiative, with over 1,000 colleagues now experiencing better work-life balance.

2023 Planning Awards: Introducing planning at the Department for Education

2023 Planning Awards: Introducing planning at the Department for Education
This team now manage and prepare for customer contacts, especially for peak, which now plays out more like a normal week. Resource intensive reporting has been eliminated, with one version of the truth well established. They are better equipped and prepared, with far less pressure on team members and improved engagement as a result.

2023 Planning Awards: Putting nurses at the heart of resource planning at Fresenius Kabi

2023 Planning Awards: Putting nurses at the heart of resource planning at Fresenius Kabi
The Day in the Life programme has helped nurses and planners understand each other’s challenges, so they work much closer together. A single resource model now works across all areas of this field operation. Improved engagement and better process have led to operational improvement, ensuring that all patients are visited in a timely manner.

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: Tom Hammond at Aviva

2023 Planning Awards: Tom Hammond at Aviva devised an Allocation Framework that works as a structure for all the transformation modelling he has undertaken. The framework has really improved messaging with key stakeholders who may not be data orientated.

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: Frazer McCormack at VitalityHealth

2023 Planning Awards: Frazer McCormack at VitalityHealth is the go-to person for all projects delivering large and small improvements that have benefited the business and customers.

2023 Planning Awards: Steve Neale at Aviva

2023 Planning Awards: Steve Neale at Aviva is determined not to accept that just because something has been done one way, that is the only way. He is always looking for new methodology and improvements and always looking to continuously improve.
 

2023 Planning Awards: Rapha Nixon at Lifeplus

2023 Planning Awards: Rapha Nixon at Lifeplus has been making extensive efforts to connect to other areas of his organisation and seeking out areas of expertise and seeing how they can help him in his role and how he can support them toimprove deliverables.

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: David Tattum at RSA

2023 Planning Awards: David Tattum at RSA has quickly become trusted by his stakeholders due to the fact he is willing to grasp opportunities and have honest conversations.

2023 Planning Awards: Arun Ajj at Firstsource

2023 Planning Awards: Arun Ajj at Firstsource has delivered cost reduction for two client accounts which was achieved through efficient capacity planning and monitoring of shrinkage & attrition trends.

2023 Planning Awards: Loz Beck at Monzo Bank

2023 Planning Awards: Loz Beck at Monzo Bank has established the team and gained trust with stakeholders, building better peer relationships and operational engagement improvement. Her team have bridged their knowledge gaps from start-up practices and processes to best practice and beyond.

2023 Planning Awards: Darren Harvey at Firstsource

2023 Planning Awards: Darren Harvey at Firstsource works on very varied accounts but always looks to deliver proactive plans to improve performance across these clients. He has worked closely with them to improve efficiencies and standardised reporting which has delivered significant savings.

2023 Planning Awards: Ajay Kothiya at Firstsource

2023 Planning Awards: Ajay Kothiya at Firstsource has created visibility on weekly hiring capability & governance and improved co-ordination between Operations & Planning teams whilst always trying to compromise and deliver win/win solutions for his stakeholders.
 

2023 Planning Awards: Jonathan O’Connor at Tructyre

2023 Planning Awards: Jonathan O’Connor at Tructyre has led the installation of WFM into a business that never had it, engaging stakeholders and improving processes to bring better outcomes for customers and colleagues.

2023 Planning Awards: Satinder Singh at Aviva

2023 Planning Awards: Satinder Singh at Aviva built the trust of stakeholders to improve understanding and gain support, bringing in new initiatives that lowered ASA and improved engagement.
 

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 Partnership Awards: Alvaria x Barclays

2023 Partnership Awards: Alvaria x Barclays
Trust and open communication were key to success in this highly complex and large-scale implementation at Barclays. The result is the delivery of true full customer engagement planning: front office, back office, branch and retail colleagues following similar processes and sharing resource to meet customer needs and maximise utilisation.
 

2023 Partnership Awards: injixo x Tructyre

2023 Partnership Awards: injixo x Tructyre
A strong and responsive working relationship underpinned this WFM implementation. With vendor support at every step, adaptive with the product and able to contribute real life planning experience. Benefits have been delivered across a range of metrics and plans are in place to roll this out to field teams and other areas of the Tructyre business.

2023 Partnership Awards: Business Systems x Leeds Building Society

2023 Partnership Awards: Business Systems x Leeds Building Society
A consultative approach from BSL was key to ensuring that Leeds Building Society procured the WFM solution that was the best fit for their requirements and delivered ROI within three months of go live. Shared values, a client led approach and a culture of being open to suggestions all contributed to the success of this implementation.

2023 Partnership Awards: Intradiem x Virgin Media

2023 Partnership Awards: Intradiem x Virgin Media
A mature and established partnership has supported a successful implementation across a complex and large business, with multiple partners around the globe. Intradiem delivers daily on engagement, efficiency, and investment, enabling the operation to take advantage of on-the-day opportunities.

2023 Quality & Improvement Awards: Matt Prince at Novuna

Matt Prince has revolutionised his operation at Novuna. He brought in Contact Centre Best Practice in Planning, Quality and Insight. His communication has driven forward an inspirational change.

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: QStory

Originally broadcast Monday 15th May 2023, 13:15

Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.  

Technology Showcase - NICE

Originally broadcast Tuesday 16th May 2023, 13:15

Forecasting and AI working together to drive Accuracy. Join Colin and Graeme from NICE as they will  be demonstrating the role of data and AI in the forecasting process, and how it drives improved accuracy.