Customer Strategy & Planning 2018 Presentations & Videos

Take the opportunity to catch up on the sessions you missed. See the wide range of Innovation Award finalist case studies, technology showcases, workshops and keynote presentations, representing the interest and challenges of our whole community of continuous improvement. A vital part of our community’s year, Customer Strategy & Planning is where we celebrate achievement, learn from the top performers, share best practice and in many cases move the boundaries of what ‘good looks like’.

Conference Agenda Monday 23rd April

Be your personal best: Chaired by Director of The Forum, Nicola Callan, be stimulated and inspired by today’s opening speakers to release potential within yourselves, your team and your organisations - and set yourself up for the day ahead. With Jennifer Holloway, best- selling author and consultant, Catherine Leggett the National Autistic Society and The Forum’s own specialist experts, Phil Anderson and Leigh Mcilwaine. 

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See the presentation slides 

Watch the video from Phil Anderson and The National Austistic Society 

Refreshments and networking - visit the conference EXPO and meet key industry suppliers  
Awards Case Study Awards Case Study Back Office Workshop Leadership Forum

Developing the planning & insight teams to deliver powerful impact in field operations as well as the contact centre at ADT.

The power of Speech Analytics to lift coaching performance and customer service at Sky UK.

The Back Office workshop provides an opportunity to learn from members’ case studies and take part in lively discussion.

10:10 – 13:00 followed by lunch. Meet leaders, discuss with inspirational speakers and share ideas around the table. Dig deeper into the themes introduced by our opening keynotes and other speakers/panellists. By Invitation. 

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See the presentation slides and watch the video

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See the presentation slides and watch the video

How the introduction of Anaplan makes Planning a trusted partner in the business at Barclays.

Developing a culture of innovation at Sainsbury’s Bank.

Transforming maintenance schedules and planning for engineers at Anglian Water.

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See the presentation slides and watch the video

 

Keynote: Mobile Service. Martin Hill – Wilson, leading independent consultant in Customer Engagement, stimulates thinking around this hot topic.

Showcase: Automation of work allocation in the Back Office with Verint – eg solutions

Challenge Workshop: Action learning & support, by Invitation only.

Standards Showcase: Bring your lunch and meet other members who are using Standards Benchmarking to drive improvement. Ask your questions.

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See the presentation slides and watch the video

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See the presentation slides

 

L&D Showcase: Accelerate your development by making the most of the extensive L&D available through The Forum and our partnership with Ulster University (bring lunch).

Showcase: Interaction analytics. Learn about three ways this has driven tangible customer experience improvements and real value in the business.

Workshop: How do you present yourself to maximise your impact? Practical skills from our keynote speaker to help you develop your potential.

Challenge Showcase: Meet other members who are using the Challenge to drive change improvement - bring lunch and take time to ask questions.

 

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Watch the video

 

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See the presentation slides and watch the video

 

AI & Robotics: What can it do and what approach is best for you? Hi Tech? Lo Tech? No Tech? Peter Massey charts the opportunities & choices. 

Keynote: Leigh Hopwood, Chair of the Chartered Institute of Marketing, shares insight from CIM research findings and explores how to engage better with your marketing teams.

Workshop (repeat): How do you present yourself to maximise your impact? Practical skills from our keynote speaker to help you develop your potential.

Back Office Showcase: Hear how a government organisation has optimised their back office processes.

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See the presentation slides and watch the video

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See the presentation slides and watch the video

 

See the presentation slides

 

Volatility & Flexibility:​Understand how volatility impacts your business, along with ways to remove uncertainty and simplify complexity.  Learning from member cases studies and latest benchmarking research we will help you to understand what is possible to achieve during 2018.

Customer Experience: See leading-edge ideas from expert suppliers in the 'Dragons Den'. Then join round-tables to learn & share practical expertise & best practice. 

Analysis & Forecasting: Drive better decisions in your organisations and make the most of your data by bringing together the best ideas from different communities of analysts.

Planning for Field & Branch Operations: Explore this specialist topic area by listening to member case studies and discussing your challenges, whilst sharing best practice principles. 

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Monday's Conference Endnote: Enjoy powerful keynote speakers. Discover how to behave with purpose, raise your personal best and make the most of your potential. Take todays inspiration into your workplace. 

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Conference Agenda Tuesday 24th April

Be your personal best: Be stimulated and inspired by today’s opening speakers to release potential within yourselves, your team and your organisations - and set yourself up for the day ahead. With Clive Wilson, author and director at Primeast on how change can bring out the best in you, Patrick Coleman, CEO at QStory and The Forum’s Chair and Founder, Paul Smedley.

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See the presentation slides and view the video presentations from Richard Abdy, Paul Smedley, Paddy Coleman and  Clive Wilson

 
Awards Case Studies Awards Case Studies Awards Case Studies Leadership Forum

Putting the customer first, by engaging our people, at HomeServe empowered by customer and colleague charters.

COACH: Zero in on what matters most and help each call make the difference to customers at BT.

Service improvement at ACCA: see how changes in how we work together can make a huge impact for our customers.

10:10 – 13:00 followed by lunch. Meet leaders, discuss with inspirational speakers and share ideas around the table. Dig deeper into the themes introduced by our opening keynotes and other speakers/panellists. By Invitation.

Find out more

See the presentation slides and watch the video

Find out more

See the presentation slides and watch the video

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See the presentation slides and watch the video

Enabling Cultural Change at RS Components. Discover their people framework and learning culture.

Planning for Digital: Join the Forum team to benchmark your function against our Planning for Omni-Channel maturity framework.

Planning in Partnership to Transform Customer Service at Financial Services Compensation Scheme.

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See the presentation slides and watch the video

 

Showcase: Automated Forecasting Hear about the latest innovations in Forecasting from Ric Kosiba, Genesys Decisions

Showcase: Transform real-time performance with automation: Hastings Direct shows how this can be achieved with QStory.

Challenge Workshop: Action learning & support, by Invitation only.

Standards Showcase: Bring your lunch and meet other members who are using Standards Benchmarking to drive improvement. Ask your questions.

 

See the presentation slides

Find out more

See the presentation slides and watch the video

 

See the presentation slides

 

L&D Showcase: Accelerate your development by making the most of the extensive L&D available through The Forum and our partnership with Ulster University (bring lunch).

Showcase: Interaction analytics. Learn about three ways this has driven tangible customer experience improvements and real value in the business.

Workshop: How you can deepen listening, gain value from working with difference and build your capacity to influence change. Led by Clive Wilson.

Challenge Showcase: Meet other members who are using the Challenge to drive change improvement - bring lunch and take time to ask questions.

 

See the presentation slides

Find out more

See the presentations slides and watch the video

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See the presentation slides and watch the video

 

Innovation: Join judges from the 2018 Innovation Awards to explore the new trends and underlying factors that enable great customer operations.

Keynote: How can we make business strategy truly engaging (with £0 budget) by building games into our comms plans as a window into the psychology of motivation.

Workshop (repeat): How you can deepen listening, gain value from working with difference and build your capacity to influence change. Led by Clive Wilson.

Hot Topics: take this chance to join round tables discussions;
 - Forecast accuracy
 - Annual leave 
 - Apprenticeship Levy
 - GDPR impacts

 

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See the presentation slides and watch the video

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See the presentation slides and watch the video

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Operational Effectiveness: Take your Real-Time and intra-day management to the next level by learning from our members and understanding how to become more operational effective. Discussions around establishing the right culture to harness the capability and capture learning to drive improvements in to day-to-day operations.

Customer Experience Workshop: Service Design is all about designing interactions from a customer's point of view to grow satisfaction, loyalty & advocacy. So how do you do this? Led by Amy Scott.

New Developments in Planning: See leading-edge ideas from expert suppliers in the 'Dragons Den', then join round-tables to learn & share. 

 

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Watch the video

 

Social Media & Digital: Learning from member challenges and solutions, with round table discussions. This session promises new learning and practical takeaways in addition to broadening your networking and finding out how to take an active role in this specialist area.

Performance & Quality: With GDPR & many regulatory changes in 2018, take the chance to gain & share ideas about risk assurance, compliance and how an integrated QA framework can support great customer experience.

Coaching & Development: Learn about some specific techniques that you can and put into practice in your workplace to develop yourself and those around you, whether you’re new to coaching or already experienced.

 

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See the presentation slides

 

Become your personal best: Enjoy powerful keynote speakers. Hear about working with diversity from Jodie Williams, Diversity Consultant, Yorkshire Water, Nicola Callan shares learning from the conference and Neil Arrowsmith, Head of Operational Excellence, Tesco Underwriting shares his key learnings from this years awards.

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See the presentation slides and view the video presentations from Nicola Callan, Jodie Williams and Sven Hill

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