Customer Strategy & Planning 2018 Agenda

Take the opportunity to 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’. Join us and challenge yourself to be the best you can be.

Conference Agenda Monday 23rd April

08:00 Registration and refreshments - visit the conference EXPO and meet key industry suppliers.  
09:00

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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10:00 Refreshments and networking - visit the conference EXPO and meet key industry suppliers  
  Awards Case Study Awards Case Study Awards Case Study Leadership Forum Expo
10:30

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.

Back Office Workshop: 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. 

Set up meetings in the EXPO to make the most of your day. 

 

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11:30

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.

Set up meetings in the EXPO to make the most of your day. 
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Take an early or late lunch to fit with your choice of lunchtime sessions, meetings or networking
12:30

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.

Early Lunch 
from 12:30 

Late Lunch 
until 13:40

Take time over the lunchtime period for networking or meetings and to visit the EXPO  

Specialist networking groups at 13:45 for Field and Branch Planning.  

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13:10

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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13:45

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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Choose one of the 2-hour workshops or meeting or EXPO opportunities 
14:30

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. 

Visit the EXPO or take time for scheduled meetings.   

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16:45

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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17:30 Networking Event: Join us for drinks to meet industry leaders, colleagues and members. As an alternative meet some of The Forum team for a mind clearing run around the parks of Harrogate.
20:00 Networking evening: After dinner, join us in the bar area, develop your network and enjoy the games/activities. Make sure you collect your drinks voucher from the sponsors' stands during the conference. 

 

 

 

 

 

 

Conference Agenda Tuesday 24th April

08:00 Networking Breakfast
08:00 Registration & refreshments. Take this time to visit the exhibition & network.
09:00

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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10:00 Refreshments and networking – visit the conference EXPO and meet key industry suppliers  
  Awards Case Studies Awards Case Studies Awards Case Studies Leadership Forum  
10:30

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.

Set up meetings in the EXPO to make the most of your day. 

  Find out more
 
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11:30

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.

Set up meetings in the EXPO to make the most of your day. 
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Take an early or late lunch to fit wih your choice of lunchtime sessions, meetings or networking
12:30

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.

Early Lunch 
from 12:30 

Late Lunch 
until 13:40

Take time for networking or meetings and to visit the EXPO    

    Find out more
 
   
13:10

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.

    Find out more

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13:45

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

Visit the EXPO before it closes at 14:45
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Choose one of the 2-hour workshops, round-table, meeting or EXPO opportunities 
14:30

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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14:30

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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16:30

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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17:30 Conference Close
19:00 VIP reception before dinner for Innovation Award Finalists at 7.00pm
19:30 Gala Dinner and Innovation Awards presentation. VIP reception before dinner for Innovation Award Finalists. 
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