Leadership & Strategy 16:00

Invite your business leaders and Head of Planning to meet other leaders, hear from inspirational speakers & share ideas around the table. Following the success of this Forum at the April conference, places are limited and early booking is recommended:

Following the success of this Forum at the April conference, places are limited and early booking is recommended.

Speakers include:

Nicola Collister – MD, Custerian
MD of Custerian, a Strategic Transformation business who work with Retail, Utilities, Logistics, Education and Pharmaceutical industries. Nicola has 20+ years in the Service Industry, at RAC, Board positions in Retail & Logistics. Nicola was one of the first Customer Experience Directors in the UK at Shop Direct Group where she delivered a Strategic Transformation in cSat, retention, cost reductions & engagement and Shop Direct won The Forum’s Innovation Award in 2011. She has pioneered service with the UK’s first SEIVR & self employed Homeworkers. Nicola also chairs the CCA Global Customer Experience Council. 

James Stewart, Head of Live Operations at Sky, opens up a discussion about the role & value of specialist functions like planning, how to develop the team and maximise its impact. James will be talking about the investment Sky are making in developing their planning team, as part of the Sky Development Academy, run for them by The Forum in partnership with Ulster University. See how this business case is made to the business and learn about the impact/benefit that  they are looking for as a result. He will cover both the curriculum developed by the Forum/Ulster University – and how this is dovetailed with input by their internal development team (the ‘KnowHow’ team) making use of their corporate Sky development studio.