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Quality & Customer Experience Forum Update: May 2016




We are just three weeks removed from our annual Customer Strategy & Planning Conference, and what a conference it was. It was a thoroughly insightful two days full of learning for over 600 delegates. It amazes me every year how our members come together with an openness to share their stories and help each other develop new thinking with a common goal, and that is to improve! Improve for our customers, improve for people and improve the industry as a whole.

Our fantastic innovation award finalists demonstrated a real desire to improve and with a lot of sessions being standing room only it was clear that our industry was excited by the stories they were telling. That level of recognition is clearly a motivational driver and also a way of vindicating that your hard work has been recognised nationally, by a panel of your peers. If you didn’t get a chance to attend the conference, or you didn’t get to see everything the two days had to offer then the presentations and videos for most of the sessions are now live on our website, with others to be added throughout the month. Take time to relive, share or see for the first time the great work our industry is doing, and get involved in shaping your own success.

We move further, faster, together to deliver breakthrough performance and those award finalists, winners and other contributors have proven that if we tackle our problems through active collaboration, releasing the potential or our people then we can have unrivalled success.

Remember, Be Brave, don’t be afraid to fail, but use that failure to help deliver your breakthrough performance..

Best Wishes,


Chris Rainsforth
Quality & Customer Experience Programme Leader
The Forum

Quality & Customer Experience Awards – 2016

Can you be a winner? Last call for Quality & Customer Experience Award nominations

Nomination deadline: 31st May – don’t miss out!!

Nominations for this year’s Quality & Customer Experience awards are coming in thick and fast! These new awards showcase best practice and inspire others, giving a fantastic opportunity to gain external recognition for the hard work and success achieved by you and your team. The standard of awards is sustained by rigorous assessment, offering a benchmark of best practice, and the opportunity to hear and see presentations from every award winner at National Conference. This is YOUR chance to show the industry that you, your teams and your peers are delivering excellent work, day in and day out!

Finalist Days: 21st June, West Midlands and 6th July, Newcastle

Awards Gala Dinner: 15th September, Leeds

And the winner is…(insert your name here)

Get your registration pack by following this link Quality & Customer Experience Awards

The State of Quality Monitoring in 2016

Final chance to complete the ‘The State of Quality Monitoring 2016’ survey

Last month we launched this extensive survey in partnership with Business Systems, we have had over a 100 responses so far from people reading this newsletter and delegates at our conference last month. If you have completed it then thank you for taking the time to do so, we appreciate you taking the time to share your thoughts with us.

If you haven’t had a chance to complete the survey yet this is your final chance to help establish how Contact Centres in the UK are using Quality Monitoring in 2016, everyone that completes it will receive a complimentary report and as an added incentive a free Starbucks drink voucher courtesy of Business Systems.

PleaseTake the survey

A message from our CEO

I wanted to let the you know that Simon Butler will be leaving the Forum at the end of May to take a senior leadership role at esure. May I personally thank Simon for the huge part he has played in the development of The Forum over the last 18 months, especially in developing our community of professionals in Planning, Insight, Quality & Customer Experience. I am sure Simon will remain an active member of our community in his new role and continue to provide his insight and support to our members. The role of leading the professional communities will be taken on by Phil Anderson and Chris Rainsforth who many of you will know.

The Forum continues to develop and grow and as a result of this growth we are looking to recruit a number of experienced professionals over the next 12 months. For more details, if you are interested in joining the team, please click here.


The Forum

2016 Innovation Award Best Practice Site Visits

Learn more from our innovation award finalists by attending one of the site visits available. Places are limited so book now to avoid disappointment

Quality & Customer Experience Forum





22nd June

Red Funnel Ferries


Customer, Social Media

12th July

North East Ambulance Service


Quality, Public Service, Knowledge Mgt

8th Sept

RS Components

Corby (East Mids)

Strategy, Planning, Customer, Digital

22nd Sept



Strategy, Technology, Customer

27th Sept



All Forums

28th Sept

Affinion International


Quality, Customer, People

For the full programme please visit -

Upcoming events–Check these out and register now

Upcoming events and training for the Quality Forum.For more details.

16th - 20th May

Best Practice in Analytics

Sign up

24th May

Quality Challenge Workshop 2


26th May

Quality Challenge Workshop 2


16th June

Quality Challenge Workshop 2



Best Practice Update from around The Forum and Beyond

Find out what members are up to and what’s new in The Forum world - online, in training or in our events and activities

Sign up to these regular monthly updateshere.


Find out more about our associate member’s events:

Latest Jobs

For more details on these and a wider range of available positions,look online.

  • Customer Contact Specialist @ The Forum
  • Customer Services Team Manager, Greenwich
  • Head of Customer Expereince and Insight, Bedfordshire
  • Contact Centre Team Manager @ Royal borough of Greenwich
  • Customer Insight Analyst, Hertfordshire

In this Edition

  • Quality & Customer Experience Awards 2016
  • The State of Quality Monitoring in 2016
  • Message from CEO
  • Best Practice Site Visits
  • Upcoming Events
  • Best Practice Update




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