We were delighted to attend The Forum Spring Conference 2025 in Newcastle. An energising event filled with meaningful conversations, bold ideas, and a collective drive to raise standards in customer operations and service delivery.
At CMS, we left feeling inspired, proud and more certain than ever that real, lasting transformation happens not just through systems or strategies but through people. It reminded us that while technology may enable performance, it’s the people behind the process who create momentum and make the difference.
Making Change Personal
One of the most powerful messages to emerge from the conference was that change starts with us. Not with a new framework, a piece of software or even an organisational restructure but with individuals choosing to think differently and lead with intention. This was a powerful reminder of how workflow automation and back office software support real change.
That resonated deeply with us. We see it every day in our work with organisations navigating complex, high-volume operations. Change can feel abstract or overwhelming until someone chooses to take ownership, challenge the norm and lead from where they are.
It’s easy to talk about transformation as a top-down initiative but the most sustainable change happens when it’s owned across the organisation. When people on the ground are engaged and empowered, transformation isn’t just more likely it becomes embedded. It’s why UK workforce management and task allocation tools like OPX are so valuable.
And that’s what The Forum does so well: it brings together people who care, who want better and who are ready to step up and make it happen.
The Back Office: Quietly Driving Excellence
As a company that specialises in back-office transformation, we were particularly heartened by how much attention the behind-the-scenes functions received.
The back office may not always be visible to the customer but it plays a pivotal role in their experience. It’s where follow-ups happen, where promises are fulfilled and where outcomes are secured. And yet, it’s so often overlooked when it comes to investment, innovation and recognition.
At CMS, we exist to shine a light on the back office not just as a cost centre but as a strategic driver of customer experience and operational success. Our platform, OPX, gives organisations the tools to manage the unseen: from task allocation and workflow visibility to performance insights and continuous improvement. When back-office teams are supported, empowered and equipped with the right tools, everyone benefits including the customer. In sectors where customer service delivery depends on seamless operations, this matters more than ever.
Hearing others in the industry echo the same belief advocating for better systems, better support and better culture behind the scenes—was both validating and motivating.
Culture Eats Process for Breakfast
Technology may be the enabler but culture is the driver.
Throughout the conference, there was a strong emphasis on the human side of change on psychological safety, emotional intelligence and real leadership. These aren’t just buzzwords. They’re essential ingredients for operational excellence.
Even the best workflows will break down if people don’t feel safe enough to ask questions, raise concerns or try something new. When teams feel overwhelmed, unheard or disconnected, change becomes something to survive, not something to lead.
That’s why OPX doesn’t just help manage the work. It helps shape the way teams interact with work. It enables clarity, accountability and structure giving teams the confidence to move from firefighting to forward-thinking. When people feel supported, they show up differently. They lead differently. They collaborate more and complain less. That’s what we call operational culture. Performance monitoring and business process management play a big role in this cultural shift.
Operational Excellence Is a Shared Responsibility
Another big takeaway from the event was this: raising standards isn’t a job title, it’s a shared mindset.
Whether you’re in customer service, compliance, IT, finance or resource planning, everyone plays a role in delivering excellence. Success doesn’t belong to a single team. It’s collective.
We heard so many great examples of organisations breaking down silos, encouraging ownership and embedding improvement into the rhythm of the work not just once a quarter but every day.
This is exactly what OPX is built for. It brings together fragmented tasks, disconnected teams and inconsistent processes and turns them into something visible, manageable and cohesive. When people can see the bigger picture and understand how their role fits into it, they feel more engaged and more empowered to make things better. Teams thrive when they have access to tools that promote operational improvement and resource planning.
We don’t just want to help organisations automate—we want to help them evolve.
A Community That Cares
What stood out more than anything at The Forum was the sense of shared purpose. Everyone there cared deeply not just about KPIs and performance metrics but about people. About doing work that matters. About making things better, not just more efficient but more human.
We’re proud to be part of that community. One that isn’t afraid to talk about the hard stuff—about burnout, broken processes and cultural drift but also one that is full of optimism and practical solutions.
The conversations we had were open, energising and full of momentum. There’s a real sense that things are changing and that the back office, in all its complexity and quiet brilliance, is finally getting the attention it deserves.
Looking Ahead
The Forum Spring Conference reminded us why we do what we do. Because while tech matters, people matter more. And in the end, the best systems are the ones that support people to do their best work—without burnout, bottlenecks or bureaucracy.
To everyone we met: thank you for the ideas, the stories and the shared passion for better. We’re already looking forward to catching up with everyone again in June in Cheshire. See you there!
If you’re thinking about how to unlock real change in your back office without disrupting everything you already have—let’s talk.
