WFM Innovation Handbook, 6th Edition: AI-Driven Workforce Transformation 2026

About Course

From Innovation to Impact: WFM Innovation Stories and Use-Cases of 2026

Course description

This course draws on the 6th Edition of the GWFM WFM Innovation Handbook. It shows how leading global organizations are using AI to transform workforce management, moving from innovation to measurable business impact. Learners go through real use-cases presented at the WFM Innovation Hackathon 6.0. They see how the winning enterprises built resilient, revenue-accelerating, high-performance operations. The course is for WFM professionals, contact center and CX leaders, and transformation teams.

Learning outcomes: Learners will be able to:

• Identify where AI creates value across the WFM lifecycle
• Evaluate innovation use cases against business impact
• Apply proven approaches from award-winning solutions to their own operations

Use cases are shared by Concentrix, ARISE, Fractal, TELUS Digital, Wipro, TTEC, NTT DATA, Sasken, Manulife and Sutherland. Each recorded presentation is paired with its slide deck so you can see how these organizations moved from idea to measurable impact.

Who it’s for: WFM, contact center and CX professionals, and operations and transformation leaders.

You will learn: how AI is reshaping workforce management, what real innovation use cases look like in practice, and how to apply them in your own organization.