2019 Hero Award Winners

Forum Hero awards were presented to four outstanding customer professionals, recognising their exceptional personal contribution in developing professionalism and best practice. They join our growing rank of heroes, reflecting excellence at all levels in our profession. The 2019 Heroes are:

David Bruce, Innovation Lead, Openreach
David is a role model for exploring new ideas and different ways to approach data, analytics and insight.  Dynamic in learning and sharing within our Insight community.

Ian Gibson, Operations Director, Ingeus
Ian is passionate about creating a culture that puts colleagues and customers at the heart of everything we do. He is always looking for innovation, new ways of raising standards, actively committed to The Forum as a judge and in our Leadership Forum.

Laura Moss, Head of Command Centre , Santander Operations
Laura leads by example with an open door to sharing best practice and ideas. Always seeking new and better ways of working, along with encouraging personal and professional development from her team.  

Lorna Stanley, Head of Planning & Change , BGL
Lorna is known for a personal commitment to professionalism. Inspiring the team and the people around them, this individual has a history of actively contributing to The Forum as a Planner, a Leader and as a judge.

In April, at the Innovation Awards Gala, Hero Awards are presented to members of our Customer Strategy & Leadership Forum, for work in developing these professionals and enabling collaboration and learning, across the industry. Click here to see the 2019 Innovation Award Winners.


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As an independent body supporting the contact centre industry since early 2000, we are supplier-independent and work across all industry sectors to provide specialist support for contact centre professionals.

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