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Customer Strategy and Planning 2015


Monday 27th – Tuesday 28th April 2015
Newcastle Marriott Hotel Gosforth Park

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.
 

Catch up on what you missed 

You can catch up on many of the sessions you missed using the presentations and video link on the right hand side of this page. Watch or read the award finalist’s case study presentations, the keynote presentations and some of the workshops. 


Changing Gear: Rise to the Customer Challenge our 2015 theme – is about being ready to rise to the customer challenge. 

Leveraging advantage is fundamental in business, but do we think about all the ways this can be achieved? How often are we are asked to speed up, do more with less or deliver a result that has never been achieved before in our customer operations? Sporting heroes offer great models for peak performance; alongside this, exploring how we re-engineer can offer entirely new insights on our capacity and performance. 

Equally important, in a customer-focussed business or service, are the twin challenges of long term, sustainable improvement and responsiveness to a fast-changing market. Here, we need to learn when to slow down and pay a different quality of attention, during particularly challenging parts of the journey, to contain risk or increase power and control. This is true for how we plan our own professional development as well as the end-to-end customer journey in an omni-channel world. 

Make a note in your diary for 2016
Customer Strategy & Planning 2016 will be held on 25th and 26th April 2016 at the Holiday Inn, Stratford Upon Avon

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Take a look at these articles, videos and links
2016 Professional Planning Forum Conferences
Choose your personal agenda at Customer Strategy and Planning 2015
Fifteen innovations shortlisted for Customer Contact Innovation Awards
National Data, Analytics & Insight Conference 2015
National Planning Conference 2015
National Quality & Customer Experience Conference 2015
Reflections on a job well done


 

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