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2014 Presentations and Videos

A vital part of our community’s year, Customer Strategy and 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’. Key to its success is the chance to hear real, insightful experiences, with a multitude of case studies, great speakers from industry leaders and facilitated discussion built into every forum. 

As there were so many sessions to choose from and you couldn’t have attended them all, we share the material below so that you don’t miss out. 

Follow the links in the matrix below to view the presentations, videos and articles relating to these conference sessions. Download the full agenda (PDF) if you want to have a taste of the full agenda.


Monday 28th April
09:00
Bridging the gap: people build success: Welcoming presentation from Steve Woosey and Paul Smedley at the Planning Forum and Jonathan Wax from Nexidia.  Darren Lawrenson, our opening keynote speaker, helps us focus on the gap we need to bridge in our own operations and the critical factors in making this a practical reality. See the presentation slides & Video's for Steve WooseyPaul Smedley, Jonathan Wax and Darren Lawrenson.

  Keynote Theatre
Case Studies
Case Studies Workshop
Clinics
Research
Presentations 
11:00 Customer & Colleague Engagement

Absorb thought provoking speakers: Alex Walker, CS Director at Miele and  Richard Sedley, Seren.
See the full presentation slides.

See Miele video
See Seren video

Enterprise planning

Inspiration from 2 Award finalists: LV= and UPC. See how planning gets to the heart of the business. See the full presentation slides and video for LV and UPC


Insight, analysis & planning
Award finalists Webhelp UK and Echo Managed Services talk about Insight Discovery and just in time recruitment.
 See the full presentation slides and video for Webhelp UK and Echo   
Planning for
Digital

Workshop for anyone just beginning to plan for social media or web chat and wanting to learn.
See the full presentation slides

See the Video
Park Suite Clinics;
Speech Analytics - You can discuss your challenges with experienced practitioners.
Knowledge Management - Meet others to discuss how to support new work in this area.
Personal Development - Time to meet with Darren Lawrenson, our key note speaker.
Next generation learning
Join Customer Service Training Network for 3 inspiring speakers on new approaches.
See the full presentation slides

See the video
12:30 Cross-Channel contact management; Cross-Channel contact management. Learn from research and practical experience. Lunch at 13:10. See the full presentation slides.

Keynote
Lyn Etherington explores developing people to deliver customer excellence.
Lunch at 12:30. See the full presentation slides

See the Video
The Development Roadmap
Hear the latest news on the development roadmap for our BSc qualifications with the University of Ulster.
See the full presentation slides

Technology Update
Intelecom  identify how to prepare contact centres for social media engagement. See the full presentation slides

Networking
Lunch is served at networking tables for a more extended conversation.

Reporting Master Class
See your reports with your customer's eyes.  In this extended workshop (from 13:30-17:30), we invite you to bring samples of your own reports to review with colleagues and experienced analysts.  Road test reports you are working on and looking to improve.  Identify key pitfalls and take away practical steps for improving your reports. See the full presentation slides

See the video
14:00
Engagement
Keynotes

Engaging our people: learn about the MacLeod report and be stimulated by inspiring speakers. See the full presentation slides

See the video's
Speech Analytics
Award finalists City Park Technologies and Neopost demonstrate powerful results quickly.
See the full presentation slides, Neopost prezi and video's for City Park Technologies and Neopost

Easy for Customers?
Learn from Award finalist Santander about  vScreen technology and discuss other emerging opportunities. See the full presentation slides
and video for Santander

Volatility and Flexibility;
Workshop on measuring what you require and how to monitor the progress you make. See the full presentation slides

See the video
Social Customer Service and Outbound Clinics
Round Table Clinics on a choice of topics. Learn from experienced practitioners and experts.

Field Operations
Meet others planning in this area to deepen your understanding of what good practice looks like.
See the full presentation slides
16:15
Growing professionalism in the industry: Steve Woosey hosts experienced speakers focussing on the three pillars of professionalism: Learning and qualifications, Continuing professional development (and accreditation), Raising standards. Hear from James Keegan and Sarah Byrne from QVC, Rob Scratchley from RSA and members of the Professional Accreditation Advisory Board. See the full presentation slides and video for Steve Woosey, James Keegan, Sarah Byrne and Rob Scratchley.

 
Tuesday 29th April
09:00
Bridging the gap: people build success: Hosted by Paul Smedley and Steve Woosey, 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 helping us understand the role of customer service in creating a growing and sustainable economy, and Owen Davies, Performace Improvement expert with over 25 year’s of experience, on driving success. See the full presentation slides and Video's of Steve Woosey, Paul Smedley, Jo Causon and Owen Davies.

B2B Workshop
Customer satisfaction in business-to-business. Research findings from the Henley Centre for Customer Management. Meet others and focus specifically on B2B challenges.

 
Keynote Theatre
Case Studies
Case Studies
Workshop
Clinics
Research
Workshops  
11:00
Quality & Customer Experience
Inspiration from 2 Award finalists: Worldpay and Experian. See how transforming QA drove results. See the full presentation slides and video's for Worldpay and Experian
IVR, routing & resourcing
Award finalists Three & TalkTalk reveal how planning can be fundamental to transforming the customer journey. See the full presentation slides and video's for Three and TalkTalk
Resource planning
Award finalists IFDS and InterCall show the impact of planning in the back office and for conference call service. See the full presentation slides and video's for IFDS and Intercall
Flexibility, learning & homeworking
Finalists Arise and Aviva UK Health demonstrate on-demand homeworking and planning for learning/ development. See the full presentation slides, Arise Prezi and video's for Arise and Aviva UK Health
Executive Clinics
Unique chance to meet with key leaders & senior managers you wouldn’t normally  speak with in our communities of best practice.
BSc Student Tutorials
A chance for students of our BSc programme to spend time with other students and university tutors and other experts.
Structuring Planning
Workshop on how business goals should shape your planning – whether for front or back office, retail, field or outbound. See the full presentation slides 

See the video
12:30 Keynote
Carolyn Blunt of Real Results looks at ten critical factors for reducing AHT without setting targets.  Lunch at 13:10. See the full presentation slides
Keynote
Nick Herbert, from Ad Exchange, helps us understand the power of the right words.  Take an early lunch first at 12:30. See the full presentation slides 

Skills benchmarking
PPF Specialists share new benchmark data from the specialist Skills Framework and offer ideas on how this can help you. See the full presentation slides

 Colleague Engagement
Steve Jones offers inspiration on this hot topic and insight from the MacLeod Report.
See the full presentation slides
Networking
Lunch is served at networking tables for a more extended conversation.

  
14:00 Performance & Quality
Ten critical success factors - learn from P&Q, Top 50 and PPF award winners – with discussion and the chance to put your own questions.
See the full presentation slides

See the video
Engagement & Improvement
Innovation Award Finalists Capital One UK and Home Retail Group share insight on engaging colleagues in driving change. See the full presentation slides and video's for Capital One and Home Retail Group

IVR/Routing
Workshop to understand the impact of small choices on customer journey & call routing – taking key steps towards an effective review. See the full presentation slides

See the video
Homeworking & Lifestyle Shifts
Workshop focussed on overcoming the barriers to homeworking and lifestyle/trade-off shifts. 
See the full presentation slides

See the video
Back Office
Learn from experienced practitioners and experts from processing and Back Office operations.
Research projects
Learn about new academic research which gives insight to current issues in contact centres. See the full presentation slides  
16:15 Rising to the customer challenge in 2014: Paul Smedley & Steve Woosey host our end-of-conference keynote, with Mike Havard, Director of Ember Services and Non Executive Director of a number of successful Customer Service organisations, and Jonathan George, Operations Director at Barbon Insurance who will send us away inspired and focused to rise to the customer challenge in bridging the gap and enabling our people to build success. See the full presentation slides and video's for Mike Harvard and Jonathan George.



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