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Customer Strategy & Planning Agenda 2017

With around 650 delegates expected to attend, Customer Strategy & Planning 2017 will provide inspiration and insight through Innovation Award finalist case studies, keynote presentations, workshops, technology showcases and plenty of time for networking, expert problem solving and breakout discussion. The agenda will be added to over the next few months.

 Conference Agenda Monday 24th April

 08:00 Registration and refreshments - visit the conference EXPO and meet industry suppliers.
 09:00 Breakthrough: Be stimulated and inspired by todays opening speakers to release potential within yourselves, your team and your organisations - and set yourself up for the day ahead.

Find out more
 10:00 Refreshments and networking - visit the conference EXPO and meet key industry suppliers.
  Awards Case Studies Awards Case Studies Awards Case Studies Networking & EXPO

Take time to visit the EXPO or set up meetings & round-tables to make the most of your day.
- Pre-arranged meetings
- Specialists groups
- Accreditation clinics

 10:30 TUI: See how key

customer issues were opened up & resolved to achieve Contact Centre Transformation.

Find out more
FCA: Focus on quality of service and

management of risk at this high-profile regulator.

Find out more

BT: Transforming field

service by engineers, giving them autonomy & choice, delivering £25m savings.

Find out more

       
 11:30 L&G: See how people

build success with continuous improvement, engaging people and making change stick.

Find out more

Aegon: Choice

architecture drives better conversations. See proven results from a rigorous pilot programme.

Find out more


Volatility & Flexibility: Hear about the latest

development from members and previous award winners.

Find out more

  Take an early or late lunch to fit with your choice of lunchtime sessions, meetings or networking.
 12:30 Learning & Development:

Innovative members share key success stories and the value that drives in their business. Panel discussion with Q&A.

Find out more

QStory Showcase:

Practical examples of operational analytics and effective real-time automation.

Find out more

Early Lunch:

Buffet served from 12:30 or join a networking table group (if pre-booked).




Take time over lunch for networking, meetings or to visit the EXPO.

     
 13:10 Analytics Keynote: A case study presentation and the chance to ask questions of professional experts on speech & text analytics.

Find out more
Workshop: Deepen

your skills on influence & stakeholder engagement: how can we speak the language of the board?

Find out more

Late Lunch: Buffet served until 13:40 or join a networking table group (if pre-booked).




Take time over lunch for networking, meetings or to visit the EXPO.

   
14:00 Benchmarking & Accreditation: Discover

how pioneering members take key support teams to the next level.

Find out more

Challenge Workshop

for Quality & Customer Experience. Action learning & support, by invitation only. Join the challenge.

Customer Experience: Where
do I Stand on the CX Journey?:
 Join Confirmit

to help assess where you are and ensure you get where you want to be . Presentation followed by round tables.

Find out more

Networking & EXPO:

Take the time to visit the EXPO or set up meetings & round-tables to make the most of your day.


Marketplace: Round-tables on topic areas prioritised by members.
14:00 Forecasting – Accuracy 
Discuss how to improve your forecasting and dispel the myth of accuracy, along with practical tips for capacity planning modelling.

Planning for Digital Discuss latest research on web chat and Omni Channel, understand how to plan more effectively and how your customer demand profile could change in future.

Automation in the Contact Centre Discuss how robotics and agent assisted automation could revolutionise your contact centre.

Speech Analytics Hear from practitioners and discuss how you gain measurable benefits from speech analytics. 


Professional Development: Opportunity to discuss and develop your professional development skills with senior business leaders.

Business Psychologist
Take a change to meet with the behavioural psychologists who helped Aegon to transform sales and put the customer first, with great conversations, based on new scripts and training that gives the confidence to go beyond them. 

15:00 Refreshments and networking - visit the conference EXPO and meet key industry suppliers.  
15:30 Digital Transformation:

Insight on the latest developments. Panel discussion with expert speakers and Q&A.

Find out more

Challenge Workshop

for Data, Analytics & Insight. Action learning & support for, by Invitation only. Join the challenge

Networking & EXPO:

Take the time to visit the EXPO or set up meetings & round-tables to make the most of your day

Leadership Forum 15:15 – 17:45 :

Releasing Potential: Meet other leaders, hear from inspirational speakers and share ideas around the table. What are the new approaches being explored by today's pioneers? How do we create the environment & support that gets us from good to great? By invitation only. 

Find out more


Marketplace: Round-tables on topic areas prioritised by members.
15:30

Voice of the Customer Discuss current best practice and different approaches to driving continuous improvement from listening to your customers.

Speech Analytics Hear from practitioners and discuss how you gain measurable benefits from speech analytics.

Planning Back Office & Blending Discuss key consideration of the Back-Office planning cycle, learning from practitioners and technology suppliers.

Scheduling – Flexibility Strategies Discuss the key consideration behind effective flexibility strategies that are agile and future proof

Business Psychologist
Take a change to meet with the behavioural psychologists who helped Aegon to transform sales and put the customer first, with great conversations, based on new scripts and training that gives the confidence to go beyond them. 
   
16:30 Keynote:  Enjoy powerful keynote speakers.

Discover how to behave with purpose and pioneer breakthrough. Explore how to make the most of your potential as a professional. Take today's inspiration into your workplace.

Find out more

Workshop: Nick Herbert explores what good looks like for customer emails, with practical, powerful tips on how to write successfully.

Find out more

 17:45 Networking Event: Join us for drinks, games & other activities to meet industry leaders, colleagues and members.
 20:00 Networking evening: After dinner, join us in the bar area, develop your network and enjoy the games and other activites. Make sure you collect your drinks voucher from the stand during the conference.

 

 Conference Agenda Tuesday 25th April

 08:00 Registration and refreshments - visit the conference EXPO and meet key industry suppliers
 09:00 Breakthrough: Be stimulated and inspired by todays opening speakers and set yourself up for the day ahead.

Find out more

 10:00 Refreshments and networking - visit the conference EXPO and meet key industry suppliers
  Awards Case Studies Awards Case Studies  Awards Case Studies  Networking & EXPO 

Take time to visit the EXPO or set up meetings & round-tables to make the most of your day.
- Pre-arranged meetings
- Specialists groups
- Accreditation clinics

 10:30 HSBC: See how assisted

customer journeys are transforming customers' experience.

Find out more
Staples: Insight,

resourcing & operational transformation across Europe.

Find out more

IFDS:  See how

productivity in the back office has jumped with operational engagement, focus and the use of gamification.

Find out more

     
 11:30 Shop Direct: Outsourcing

& digital transformation, see what successful outsourcing partnerships can deliver.

Find out more

Sky Bet: Segmentation: Creating a culture of experts, doubling the customer base and managing volatile demand.

Find out more

Three Ireland: See

how the creativity of individual analyts made possible visual, multi-channel, real-time dash boards.

Find out more

Meetings & Round Table

  Take an early lunch to fit with your choice of lunchtime sessions, meetings or networking
 12:30

Benchmarking & Accreditation: Discover how pioneering members raise standards, taking Planning, Insight & Quality to the next level.

Find out more

injixo Showcase – Agent Engagement: How to Nail It Happy agents mean happy customers. And staff turnover hurts the bottom line by thousands every time you have to replace an agent. Join injixo and Care UK for some top tips on how the resource planning team can boost engagement.

Find out more

Early Lunch:

Buffet served from 12:30 or join a networking table group (if pre-booked).

Take time over lunch for networking, meetings or to visit the EXPO.

     
 13:10 Aspect VIA Showcase: Come and understand more about Aspect Via -  the complete customer engagement centre in the cloud.

Find out more

Workshop: A fantastically enjoyable way to develop or core skill. The Method, builds on their top-rated workshop from last year.

Find out more

Late Lunch: Buffet

served until 13:40 or join a networking table group (if pre-booked).

Take time over lunch for networking, meetings or to visit the EXPO.


   
 14:00 Award-winning expertise:

How do you build impact and credibility? Hear how previous award winners built on success at Direct Line, QVC, RSA & Autoglass®.

Find out more

Learning & Development:

Innovative members share key L&D success stories and the value this drives in their business. Panel discussions with Q&A.

Find out more


Networking Lounge

Meetings & Round Tables
Marketplace: Round-tables on topic areas prioritised by members.
Automation in the Contact Centre Discuss how robotics and agent assisted automation could revolutionise your contact centre.

Voice of the Customer Discuss current best practice and different approaches to driving continuous improvement from listening to your customers.

Customer Journey Mapping Opportunity to discuss methods for mapping effective customer journeys.

Scheduling – Flexibility Strategies Discuss the key consideration behind effective flexibility strategies that are agile and future proof

Planning Back Office & Blending Discuss key consideration of the Back-Office planning cycle, learning from practitioners and technology suppliers.

Planning for Digital Discuss latest research on web chat and Omni Channel, understand how to plan more effectively and how your customer demand profile could change in future.

Forecasting – Accuracy Discuss how to improve your forecasting and dispel the myth of accuracy, along with practical tips for capacity planning modelling.

Retail & Branch Planning
Opportunity to discuss best practice principles and pit falls to avoid when planning outside the contact centre
 15:10 Refreshments and networking - visit the conference EXPO and meet key industry suppliers
 15:30

Future Trends – Stimulation & insight from Adrian Swincoe, author of HOW TO WOW, and the latest 2017 Dimension Data benchmarking report.  

Find out more

Workshop: Planning

Challenge Workshop: Action learning and support for challenge participants. By invitation only. Join the challenge

 

Networking & EXPO:

Take time to visit the EXPO or set up meetings & round-tables to make the most of your day.

 

Leadership Forum: 15:15-17:45 Meet other leaders, hear from inspirational speakers and share ideas around the table. What are the new approaches being explored by today's pioneers? How do we create the environment & support that gets us from good to great? By invitation only.

Find out more


Marketplace: Round-tables on topic areas prioritised by members.
Creating reports that are read Learn how to develop reports that will engage stakeholders and drive decision making.

The ROI Customer Experience Realise the value and return of investment of your customer experience strategy.

Quality Framework Is your framework fit for purpose? Discuss and share ideas with fellow professionals

Planning Real Time, Productivity & Shrinkage Discuss the key considerations for Real-Time and tactical planning, and practical top tips to build a more effective function. 

Professional Development: Opportunity to discuss and develop your professional development skills with senior business leaders..
   
 16:30 Releasing Potential: Steve Woosey, CEO of The Forum, hosts our end-of-conference keynote, with two stimulating and inspiring keynote speakers to send us back into the workplace with fresh enthusiasm and new ideas from the conference days.

Find out more

 17:30 Conference Close
 19:30 Gala Dinner and Innovation Awards Presentation. VIP reception before dinner for Innovation Awards Finalists.

 

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Customer Strategy & Planning 2017


 

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