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Customer Strategy & Planning 2014 offered an inspiring, informative and action-packed agenda for Back Office specialists.

We outline a suggested route through the conference agenda tailored to those particularly interested or involved in this area. Take advantage of this opportunity to invite colleagues from other parts of your organisation to join other professionals and influential industry leaders in these key topic areas.
We have uploaded the presentations, reports and articles from the sessions below. Just follow the links below and invite colleagues from other parts of your organisation to share this material.

Tuesday 29th April - Back Office Pathway
09:00 Opening Keynote
Bridging the gap: people build success:
Join other delegates for this morning’s opening presentations of Customer Strategy & Planning 2014. Hosted by Paul Smedley, the PPF’s Founder & Chair, this is a chance to focus on the key challenges for 2014. Keynote speakers include Jo Causon, CEO at the Institute of Customer Service, who will be sharing practical insights from their latest UK Customer Service Index and helping us understand the role of customer service in creating a growing and sustainable economy. See the presentation slides.

11:00 Resource Planning

2 Awards finalists demonstrate powerful results. By balancing peaks and troughs in the back office registrations processing operation at IFDS, productivity was raised 18% and development training was scheduled at no additional cost. Applying planning principles and developing new reporting and planning tools at InterCall has transformed operational performance in a previously ‘unplannable’ business for this conference services provider.

  • Understand the impact on culture and performance of establishing robust planning in new areas
  • See planning at work in the back office
  • Hear how to resource the ‘unplannable’

See the presentation slides.

14:00 Back Office Clinics

Processing & back office operations – Discuss your challenges with experts in 1 or 2 of these topics: Effective planning, Skills strategy, Getting better data, Mapping processes, Performance management. Hosts will include Julian Harper, CEO of Red Owl, and experienced practitioners from our PPF community of best practice.

  • Personal advice from experienced practitioners 
  • The chance to focus on your biggest challenge
16:00 Closing Keynote
Growing professionalism in the industry:
Steve Woosey hosts our end-of-day keynote, by introducing experienced speakers to help us focus on the three pillars of professionalism: Learning and qualifications, Continuing professional development (and accreditation), Raising standards.  Hear from senior leaders: Why do I invest? How do we understand the value we can create? How do we take a support function from good to great? This includes the chance to ask questions and contribute from the floor. See the presentation slides.
(c) Professional Planning Forum 2000-2014