Customer Strategy & Planning 2019 Agenda

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 8th April

08:00 Registration and Refreshments – visit the conference EXPO and meet key industry suppliers
09:00 Get Connected!
Be stimulated and inspired by todays opening speakers to release potential within yourselves, your team and your  organisations. With Andy Bounds, best selling author & trainer, Stu Dorman, Chief Innovation Officer at Sabio and The Forum's very own leadership.
 
10:15 Refreshments and networking – visit the conference EXPO and meet key industry suppliers
  Planning and Wellbeing Digital Transformation Engagement & Development Strategy & Leadership EXPO
  Great planning case studies from esure & Anglian Water transform colleague experience. See how The Times drives retention and growth by fully engaging subscribers with personalised customer journeys.
 
NewDay & others show how to help people begin to believe in themselves. What happens then? Join our Leadership Forum
for time to meet with Andy
Bounds
and discuss with
other leaders.
Take time to visit the EXPO or set up meetings to make the most of your day.
  Take an early or late lunch to fit with your choice of sessions, meetings or networking
12:30 Keynote: The Growth Mindset: Set yourself up for success in your career with life-long learning.
 
Budget Planning Showcase connecting the organisation and evaluating new operating models.   The Leadership Forum continues with our interactive workshop and expert input from the team at NICE. Early Lunch from 12:30

Late Lunch until 13:40

Take time over lunch for networking, meetings or to visit the EXPO.
 
   
13:00 AI & Machine Learning: Explore different types of machine learning applications and what distinguishes AI.
 
Technology Integration
Showcase:

What can sit across systems to pull together key data?
Technology Showcase:
Understand some of the latest developments, gaining insight with demonstrations.
 
   
13:40 Engagement Workshop:
A master class with today's keynote speaker – author and trainer, Andy Bounds.
 
L&D Academy Module:
An open invitation to experience technical training on analysis skills for planners & analysts.
 
Dragons Den:
See leading edge ideas from experts & suppliers and pick where you would make your investment!
  Networking & EXPO
Take time to visit the EXPO or set up meetings to make the most of your day.
14:40 Refreshments and networking – visit the conference EXPO and meet key industry suppliers
14:55 Planning Workshop Insight Workshop Quality Workshop Back Office Workshop Networking & EXPO
Take time to visit the EXPO or set up meetings to make the most of your day.
  Review different approaches to forecasting, scheduling or realtime. What is world-class? How to join up data and get the best from insight teams, with Anglian Water & others.
 
Put customers & colleagues at the heart of quality. See the latest ideas & approaches Review & learn from approaches used by expert practioners. What's best in class?
 
   
16:40 Monday's Conference Endnote:
Enjoy two powerful keynote speakers, including Nick Lane, MD of Customer Service at BT. Discover how to behave with purpose, be the best you can be and make the most of your potential. Take todays inspiration into your workplace.
 
17:30 Networking Event: Join us for drinks & 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/activities.
           

Conference Agenda Tuesday 9th April

08:00 Breakfast Briefing: The chance for business leaders and influencers to understand the advantages of strategic planning with inputs
from Anaplan and Sabio.
08:00 Registration and Refreshments – visit the conference EXPO and meet key industry suppliers
09:00 Get Connected!
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. With Lou Banks, Director at Rising Vibe, and others.
10:00 Refreshments and networking – visit the conference EXPO and meet key industry suppliers
10:30 Planning and Wellbeing Beyond the Contact Centre Social Media & Data Science Strategy & Leadership EXPO
  Great planning case studies from EE and E.ON have driven colleague as well as customer experience.
 
See how planning and insight were at the heart of transforming field operations
at Capita & BES.
Social Media analytics, using Alexa & automation at Capita. Discuss with our expert panel. Join our Leadership Forum for time to meet with Lou Banks and discuss with other leaders. Take time to visit the EXPO or set up meetings to make the most of your day.
  Take an early or late lunch to fit with your choice of lunchtime sessions, meetings or networking
12:30 Planning Keynote:
Explore with Phil Anderson how to use the new, redefined planning cycle to evolve best practice.
 
Technology Showcase:
See the latest developments with insight & demonstrations from NICE Systems.
  The Leadership Forum
continues with our interactive workshop and expert input from the team at Aspect.
Early Lunch from 12:30

Late Lunch until 13:40

Take time over lunch for networking, meetings or to visit the EXPO.
   
13:00 Digital Showcase:
Sabio chart the new opportunities for digitally enabled customer journeys & the power of insight.
Field Planning Showcase:
Understand some of the latest developments, gaining insight with demonstrations.
Forecasting Showcase:
British Gas & others demonstrate how technology transforms data and forecasting methods.
 
 
   
13:40 Engagement Workshop:
A master class with today's opening speaker – trainer and consultant, Lou Banks.
 
Field & Branch Operations:
Review real-life methods, models & dashboards used by experienced practitioners.
L&D Academy Module:
An open invitation to experience technical training on analysis skills for planners & analysts.
 
Raising Standards:
Become better at benchmarking and discover how to be a standards peer assessor or awards judge.
Networking & EXPO Take time to visit the EXPO or set up meetings to make the most of your day.
14:40 Refreshments and networking – visit the conference EXPO and meet key industry suppliers
14:55 Planning for Transformation Digital Innovation Innovation for Analysts Global Customer Trends Networking & EXPO Take time to visit the EXPO or set up meetings to make the most of your day.
  Learn how operational impact modelling and governance can plan for multi-channel change.
 
Learn how RBS turned mortgages paper-free within 12 months with brilliant customer and colleague feedback.
 
Hear from Openreach & others how to bring the benefits of planning analysis into new areas.
 
Gain insight into what is happening globally, with our panel of experts & practitioners.
   
16:00 Conference Endnote:
Round up the two days and be inspired to take back new ideas and approaches to your organisation.
 
16:30 Round Table Discussion: informal networking and reflection from the day, with Nicola Callan, Lou Banks & session speakers.
 
17:30 Conference Close
19:30 Gala Dinner and Innovation Awards presentation. VIP reception before dinner for Innovation Award Finalists.

 

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