2022 Community Conference

Catch up on our previous conferences. Click on the sessions below to watch the Keynotes, Workshops & Technology Showcases. Full access to these videos is part of your Forum Membership. To access these videos, register or log in by clicking My Account at the top of this page. If you do not have the access you expect please email advice@theforum.social.

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2025 Awards Case Study: Redefining workforce flexibility

eBay wanted to give their customer service teams more control over their schedules. QStory made it happen. Shift flexibility skyrocketed, managers spent less time on admin, and employees felt trusted. The result? A system where everyone wins—better efficiency for the business and a happier, more engaged workforce.

2025 Awards Case Study: Saving time and millions with digital workers

Aldermore automated 40 processes in a year, saving £3 million. With Robiquity and UiPath, they built 65 digital workers and upskilled their own team. The goal wasn’t just efficiency—it was to free people up for more meaningful work. And it worked.

2025 Awards Case Study: How implementation of Calabrio and AWS transformed customer service

Trainline revamped its contact centre with SVL. Call routing was simplified, handling times dropped, and coaching time rose. Tech did the heavy lifting, so teams could focus on helping customers. A solid partnership that made day-to-day work easier for everyone.

2025 Awards Case Study: WEM implementation in action

Novuna’s old contact centre setup slowed everything down. Verint helped streamline tools, improve scheduling, and slash digital response times. Staff now feel supported, customers get answers faster, and data drives improvements. Not just an upgrade—a whole new way of working.

2025 Awards Case Study: Betting on Innovation

How a Global Sports Betting & iGaming Leader transformed Workforce Management in the UK & Ireland

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