Strategy & Leadership Forum Events

We run regular events for Directors and Senior Leaders to enable us to raise standards in customer operations together. These are invitation only events and designed to:

  • Create a shared industry vision
  • Drive improvements that deliver business imperatives
  • Grow customer and colleague engagement
  • Develop talent & elite teams
  • Build collaboration across functions to raise performance

Each event will include keynote speakers with plenty of time for discussion and debate. To request your invitation or to find out more please contact

Upcoming Events

You may wish to join us for our Best Practice Site Visit to the FCA on 13th September in London or the Best Practice Site Visit to TUI on September 7th in Swansea.

Thursday 14th September
240 Blackfriars, London, 08:00 – 17:00 (optional departure after lunch)

With Keynote Speaker – Tim Harford, the “Undercover Economist” at the FT 

The event is being held on the top floor of the United Business Media building at 240 Blackfriars Rd, SE1 8BF, with stunning views over London and the river Thames. Tim Harford, the “Undercover Economist” at the FT and Radio presenter will be our keynote speaker. The second part of the morning will feature board level practitioners (to be confirmed) with plenty of time for group discussion on strategic topics. 


Networking breakfast
Keynote presentation by Tim Harford including Q & A and discussion.
Presentations and panel from industry practitioners (speakers to be announced). Round table discussion 
Networking Lunch
Round table workshops – optional opportunity for further structured discussion 

Attendance is by invitation only, if you are interested please register your interest now.

Tuesday 28th November
Chesford Grange, Warwickshir

09:00 – 17:00, join morning and lunchtime speakers at the National Planning Conference, then enjoy the dedicated Leadership Speakers and Workshop from 1400, with leadership networking dinner for those who can stay. 

Attendance is by invitation only, if you are interested please register your interest now.

Monday 23rd &  Tuesday 24th April 2018
The Majestic Hotel, Harrogate

Join us for the Leadership Forum alongside Customer Strategy & Planning 2018 – The Forum’s annual flagship conference. 

Attendance is by invitation only, if you are interested please register your interest now.

Take the chance to look at our full programme of hugely popular methods for best practice benchmarking, networking, learning & development. Review our  key dates for 2017 and you'll see the programmes that have become a benchmark of excellence. Find out what’s new and explore these links to discover some extra sparkle for 2017 and a new degree of flexibility to meet your organisation’s specific needs. 

Download our print-friendly brochures for learning and development, Standards Benchmarking or the full 2017 programme



The Customer Strategy & Leadership Forum, is part of The Forum, champions of best practice and professional development in customer contact, established since 2000. Keep yourself up-to-date by following us on social media, call us on 0333 123 5960, email us on or contact us direct. This site has been optimised to display best in browsers running at a resolution of 1280 pixels+.

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