2025 #Raising Standards Virtual On-demand

Technology Showcase: Verint

Originally broadcast Wednesday 26th March at 12:30

Moving from AI Experiments to AI Success in the Contact Centre and Beyond
Hear inspiring success stories from Verint customers who have transformed their operations with AI. Learn how they overcame challenges, achieved efficiencies, and delivered exceptional customer experiences. Discover practical steps to move from AI experiments to tangible successes, and gain insights for your own AI initiatives.

Data Governance Panel Discussion

Originally broadcast Wednesday 26th March 2025 at 14:30

One of the biggest challenges with data is accessibility and governance to ensure the right people use the right data. Hear from NHS Business Services Authority and Anglian Water on their data governance journey, bringing to life the challenge and opportunity of Data Governance.

Technology Showcase: Calabrio

Driving the Next Chapter of WEM
Join Calabrio showcasing the latest innovations, enhanced capabilities, and strategic advancements in Calabrio ONE. Discover how their newest features are designed to elevate agent engagement, workforce optimisation, and analytics, helping organisations increase productivity, reduce attrition, and provide better sales and services to customers.

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. 

2025 Awards Case Study: Reinventing learning, one digital step at a time

ACCA’s Training team went from quiet and traditional to bold and digital. They built fun, engaging content in-house, saved loads of money, and made learning something people actually want to do. Big impact, small team.

2025 Awards Case Study: Transforming customer journeys for real results

Fixing one thing at a time wasn’t cutting it. Aldermore zoomed out, mapped the full customer journey, and broke down silos. Teams now collaborate better, delays are down, and customers are seeing a real difference.

2025 Awards Case Study: Making retirement simpler, faster, and more secure

Retiring from a pension scheme used to mean paperwork and waiting. Brightwell made it digital, secure, and way more user-friendly. Members now retire faster, with less stress—and staff can focus on people, not forms.

2025 Awards Case Study: Raising the bar for customer service

Contact volumes exploded, and complaints followed. British Gas didn’t panic—they reworked how they talk to customers, trained staff better, and used smart tools to stay ahead. Now, calls are shorter, customers are happier, and complaints are way down.

2025 Awards Case Study: Transforming service with smart innovation

Old systems made life harder—for staff and customers. British Gas Homecare rolled out new tools to forecast better, plan smarter, and cut admin. Engineers now focus on fixing, not paperwork—and customers get help when they need it most.

2025 Awards Case Study: Building a culture of support and success

This team didn’t go for a big overhaul. They focused on everyday stuff — team shadowing, clearer leadership, and small changes that added up. The result? Stronger culture, better teamwork, and big wins for customers and staff alike.

2025 Awards Case Study: Rethinking forecasting to work smarter, not harder

Forecasting at eBay was all over the place. Different countries, different models. So they built one global approach—simpler, faster, and easier to share. Now, teams save time, help each other out, and plan better across the board with improved consistency.

2025 Awards Case Study: Reinventing WFM one step at a time

WFM at Monzo was spreadsheet chaos. They cleaned it up with better data, clever automation, and small steady steps. Now, forecasting is sharper, scheduling is smoother, and the team has become a key player in strategy.

2025 Awards Case Study: Transforming customer support from the inside out

NCFE’s support team was struggling—low morale, unclear direction, and poor systems. Instead of rushing fixes, they listened and made steady, meaningful changes. A new culture, better tools, and a focus on people turned things around fast.

2025 Awards Case Study: Making WFM work for everyone

Planning was difficult. Forecasts didn’t match the real workload. So they simplified, introduced smarter tools, and brought everyone along for the ride. Now, service is quicker, people feel supported, and planning finally works for everyone—not just the system.

2025 Awards Case Study: Transforming knowledge management

Info was everywhere — old, scattered, or just missing. So the team built a one-stop space that is clear, up to date, and easy to use. Staff trust the info again, and customers get better answers first time.

2025 Awards Case Study: Workforce planning to support people and performance

The team grew fast, but development didn’t keep up. So NHSBSA built a simple framework—Do, Think, Achieve. It gave staff structure, time to grow, and space to thrive. Now, internal talent is rising, and planning is stronger than ever.

2025 Awards Case Study: Bringing teams together to put customers first

Openreach brought customer and operations teams together under one roof. That shift—from blame to teamwork—cut delays, boosted service, and got everyone focused on fixing problems fast. The big win? Customers noticed the difference.

2025 Awards Case Study: Redefining customer enablement

OVO mixed AI, automation, and human support to make planning and service slicker. Teams have more time to do meaningful work, and customers get faster answers. It’s a smarter, simpler way to keep things moving.

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.

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: 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: 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: 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: 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.