• Take time to stimulate fresh thinking and new approaches. 
  • A unique chance to get direct conversation with such high-profile speakers. 
  • Meet with other senior leaders and experts from outside your sector.


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 talking about customer experience and strategy. 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.

Networking breakfast
Keynote presentation by Tim Harford including discussion and questions
Presentations and discussion with board level speakers and experts
13:00 Networking Lunch
14:00 Round Table Discussions:
Disruptive Innovation: new ways to release potential in our business?
National Apprenticeships
Meetings (By arrangement)

Workshops at 14:00 are optional and for those who wish to stay.


Book your place

Tim Harford is author of Messy and the million-selling The Undercover Economist, a senior columnist at the Financial Times, and the presenter of both Radio 4’s More or Less and the iTunes-topping series Fifty Things That Made the Modern Economy. Tim has spoken at TED, PopTech and the Sydney Opera House. He is a visiting fellow of Nuffield College, Oxford and an honorary fellow of the Royal Statistical Society. Tim is much sought-after for stimulating fresh thinking and new approaches. 



 Paul Smedley is Founder and Chair of The Forum, responsible for the strategic development of our best practice programmes, the popular annual conference and the prestigious Innovation Awards.  He has presented at conferences and seminars nationally and internationally and has tutored with Lancaster University Management School. He is a member of the Institute of Directors, the Institute of Direct Marketing and the OR Society. In 2010 he was awarded the prestigious Lifetime Achievement Award at the European Call Centre and Customer Service Awards, following nomination by his industry peers. 


Nicola Collister is the 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.

Ian Gibson has a  strong commercial background across diverse sectors.with a track record of transforming service delivery to create both a more cost effective delivery and higher quality customer experience. He has a strong background in managing significant transformation with proven results, managing large scale customer facing and account management teams in excess of 650fte across multi-site locations.  



Peter Massey is Managing Director at Budd and chairs the UK's Chief Customer Officer Forum. Budd's work focuses on bringing the digital and the contact worlds together through ’The Best Service Is No Service’ and ‘Me2B’. His passion is: "How do we stop doing dumb things to our customers and our people?”

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  • 23rd & 24th April 2018, The Majestic Hotel, Harrogate Join us for the Leadership Forum alongside Customer Strategy & Planning 2018 – The Forum’s annual flagship conference. Register your interest now.


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