HSO Customer Day 2026
The Power of Partnership
HSO’s flagship Customer Day 2026, hosted at The Storey Club in London, was a standout success, bringing a total of over 118 people together for 8 hours of content and networking rooted in the theme of continuous improvement. A focus of particular importance given the pace of change across attending organisations and the sectors each represent.
From supply chain and operations to customer experience and digital transformation. Continuous improvement emerged not just as a concept, but as a practical necessity for organisations looking to stay competitive, resilient, and agile in the face of unpredictable market conditions.
The atmosphere throughout was energising.
Filled with conversation, practical insights, and forwardthinking ideas that showed just how committed attendees are to pushing their organisations forward using Microsoft technology to underpin change.
A Day of Continuous Improvement
The day set a clear tone for continuous improvement. With every session, from strategic vision to real-world AI adoption, reinforcing how organisations can modernise whilst remaining competitive.
It opened with HSO’s David Little and Bain Capital’s Charles Megaw sharing how customer ambition, investment and our partnership with Microsoft are shaping long-term growth.
Microsoft’s Elliot Howells then explored what it really takes to become a Frontier Firm and turn today’s AI opportunity into tangible business outcomes. Rounding off the morning, Touseef Zafar distilled a year of practical AI experience into sharp, honest insights on what’s working, what’s not, and how businesses can responsibly accelerate their digital maturity. Together, these sessions framed a day dedicated to driving continuous improvement across every part of the organisation.
Industry Panel: Insights from Change Leaders
The discussion panel was a standout moment in the afternoon, bringing together a wealth of industry experience and practical insight. Hosted by Julian Smith, the panel featured John Churan from Finlays, Mark Carter from Lifestyle Sports, and Luke Richardson from Microsoft, each offering grounded, real-world perspectives on using new technology and change management approaches to support the ongoing evolution of organisations.
Their collective experience, spanning supply chain, retail, global operations, and technology strategy, gave the audience a rare blend of wisdom, honesty, and actionable guidance. Together, they shared what’s working in their organisations, the challenges they’re navigating, and the lessons they’ve learned along the way, leaving attendees better informed, inspired, and more confident in their own continuous improvement journeys.
Celebrating Innovation: SMS Wins Innovator of the Year 2026
Congratulations to SMS – Smart Metering Systems, named HSO Innovator of the Year 2026 for their impressive transformation of field service operations.
SMS has replaced outdated systems with a modern, unified digital platform using Microsoft Dynamics 365 Field Service and the Power Platform. This shift has dramatically improved how they schedule, manage, and deliver nationwide smart metering activity, speeding up processes, empowering engineers with better tools, enhancing back office visibility, and creating a more consistent, customer-focused service. It’s a fantastic example of continuous improvement at scale and exactly the kind of innovation the award was designed to celebrate.
An Unforgettable Keynote from Jo Salter
We were honoured to welcome Jo Salter, Britain’s first female fastjet pilot. Her keynote was a standout moment of the day. Funny, thought-provoking, and full of wisdom. Her stories of resilience, leadership, and overcoming barriers resonated strongly with the audience and beautifully reinforced the theme of pushing forward, learning continually, and striving for excellence.
Thank You to Our Partners
A big thank you to all our HSO Partners whose sponsorship and participation played a vital role in the event’s success. Their expertise, workshops, and conversations throughout the day added real value for attendees exploring new ideas, solutions, and opportunities.
A Fantastic Day of Connection and Momentum
Customer Day 2026 brought together the best of the HSO community, customers, partners, and colleagues, all focused on sharing knowledge, sparking ideas, and driving meaningful improvement in their organisations.
With outstanding engagement, inspiring speakers, and strong industry representation, the event delivered exactly what it set out to achieve: helping organisations adopt a continuous improvement mentality and move into the future with confidence.