Aviva 2014 Case Study - Continual learning: people build success
See how investing in people development is paying back at Aviva UK Health and how assessors are able to take responsibility for their own learning.
2016 Innovation & Transformation Awards: 2020 Vision brings strategy to life for everybody at InterCall
Making strategy clear & simple has engaged people. See how it’s released talent in the business, cut cost-to-serve 16%, delivered exceptional customer experience & driven continuous improvement.
2018 Innovation Award Winners
The Innovation of the Year 2018 award was won by Homeserve; an organisation centred on people and customers. In achieving commercial success and building community engagement, front-line teams re-connected with the organisation’s purpose, to rebuild trust. Marked out by judges as one of the best entries they’ve ever seen, this is a story everyone can learn from and be inspired by. They were also presented with the Innovation Award for Social Transformation.
Technology Showcase: Business Systems
Originally broadcast Thursday 1st October 2020, 12:30
Inspired People go above and beyond – so how can you inspire your employees to engage with your planning team to drive impressive ROI? Your employees need to work in a positive environment so they can continue to grow, remained inspired and be more productive. So how can WFM help with this?
Technology Showcase: Calabrio
Originally broadcast Friday 2nd October 2020, 12:30
The State of the Contact Centre: Embracing the Evolving World of Work Join Ed Creasey, Director of Pre-Sales for Calabrio, as we explore how leading contact centres are turning disruption to their advantage. From the rapid increase in importance of the contact centre, to changes in demands from employees and customers, we will be envisioning the contact centre of the future. Join us to discuss tangible ways to embrace this evolving world of work.
Conference Endnote
Originally broadcast Friday 4th December 2020, 09:15
Positive habits for a successful career With so much uncertainty in the world, it is important to take control of our conduct, behaviour and attitude. Developing simple positive habits can make a huge impact on how you learn, share ideas and ultimately transform yourself and our career. This endnote presentation will take a look at the role of professionalism, how to build positive habits and an opportunity to hear from members who have transformed themselves during 2020.
Webinar: Facilitation
Facilitation is a valuable skill for any professional. Learn how you can manage a session so everyone can be share and be heard.
Keynote: Unlocking Opportunities
Originally broadcast Monday 26th April. 2021, 09:30
Hear from Phil Anderson, Director at The Forum with the conference opening keynote. Understand how disruption can pave the way for new opportunities and how you can become key to unlocking change and development.
2021 Innovation & Transformation Awards: FIS Group
Learning Culture at FIS Global
Career progression is now at the heart of this organisation’s culture, with a passion to drive learning and development. A playbook of next steps is embedded into their operating model, with metrics and review points, putting colleagues at the centre of their strategy for customer service.
Conference Endnote
Originally broadcast Friday 30th April 2021, 09:30
Hear from Phil Anderson, Director at The Forum on moving from Impossible to Inevitable. This endnote will explore different ways to transform as a person, as a team and as an organisation. Take a closer look at key professional skills and hear from a panel of professionals who have all demonstrated how they are key to unlocking opportunities, several of them graduates from our Leadership Assisted Learning Pathway.
Standards and Business Accreditation
The Standards programme is designed as a journey of improvement leading towards accreditation for Planning, Insight and Quality teams and functions. Whether you are at the start of your journey, wanting to understand the fundamentals of best practice, or an established team wanting to become best-in-class this programme is you.
Free Webinar: TEDx Talk: Curiosity Cured The Fakeaholic - Lou Carter – Founder of Rising Vibe
On Tuesday 12th October 2021, Lou Carter, founder of Rising Vibe, delivered her very first TEDx talk; Curiosity Cured The Fakeaholic, which explored how our innate fear of judgement stops us being honest about how we feel. A by-product of this is that we don’t have the conversations that matter…
Keynote: Agent Wellbeing & Mental Health
Originally broadcast Monday 1st November 2021, 13:15
Join Sabio as we explore the #1 megatrend in the customer experience industry that nobody is talking about.
Keynote: Investing in People & Technology
Originally broadcast Tuesday 2nd November 2021, 14:15
Mark Brown of Virgin Media and Paul Milloy of Intradiem discuss how investing in people and technology is the key to the future of Customer Service.
Technology Showcase: Verint
Originally broadcast Thursday 4th November 2021, 10:30
Learn how Verint’s clients adopted Verint KM to close the gap between ever increasing customer interactions, channels, and expectations, with the same or reducing resource levels.
Conference Endnote
Originally broadcast Friday 5th November 2021, 09:30
Learn how to invest your time wisely to help you spend time on the things that matter the most. Doing something different on a daily basis.
Technology Showcase: Centrical
Originally broadcast Thursday 7th April 2022, 12:30
Webhelp & Centrical – WEM’s Moment of Truth? Transformation leaders from Webhelp will share how they’re redefining their CX operating model, leveraging real-time performance management, advanced gamification, and microlearning to engage employees and push the limits of performance with Centrical.
Keynote: Professionalism & Learning
Originally broadcast Wednesday 13th April 2022, 09:30
Hear from Lucy O'Shea, Hoist Finance a member of our Leaders of the Future programme, and the Forum team on how to gain the confidence to move ahead and move up.
Your Moment of Truth: confident to succeed
For our 22nd year, we focus on the opportunity we have, as professionals, to drive successful improvements, whether in planning, insight, or customer experience. This Best Practice theme for 2022 represents the next stage of this coming of age for our professional disciplines.
So, we invite you to consider your moments of truth. What makes you confident to succeed?
Liquorice Consistents – Does somebody at Bassetts not like me?
At our Customer Strategy & Planning Connections conference in Newcastle on 26th April ‘22 we explored probability using Liquorice Allsorts.