Gold Sponsor


Silver Sponsors

Bronze Sponsor

Networking Event Sponsor

Watch the Videos and Presentations of the sessions you missed
Customer Strategy & Planning 2015

With a wide range of topics of interest to members from all of our professional forums, this year’s agenda represented the interests and challenges of our whole community of continuous improvement. Take time now to read or watch the sessions that you missed. You can still learn from the inspiring keynote presentations, awards finalist case studies and workshops. Just choose from the selection in the agenda below, or select one of the playlists:

Changing Gear 2015: Be inspired and rise to the customer challenge
Planning: Learn from this collection of related conference sessions 
Insight: Explore how others increase insight from their analytics and data
Quality & Customer Experience: Discover how organisations raise standards
Customer Strategy & Leadership: Watch these insightful and informative presentations

Conference Presentations Monday 27th April


Changing Gear: Rise to the Customer Challenge Be inspired by the conference opening keynote speakers who set the scene for changing gear - in our own professional lives and back in the workplace. Sara Cotterell stimulates ideas for developing our professional network so we keep up to date with ideas and best practice.

See the full presentation slides and video

Keynote Presentations Innovation Case Studies  Innovation Case Studies  Interactive Workshop 
Customer Insight Nick Lane, Director at EE, gives real-life examples of how insight teams can challenge myths & drive action. Plus panel discussion, networking tables.

See the full presentation slides and video

Quality & People See the results of engaging people with new approaches to quality and improvement for customers at Essex and Suffolk Water and Hughes Insurance. Networking Tables.

See the full presentation slides for Suffolk Water and Hughes

Enterprise Planning Optimising appointments for home visits at British Gas Services. Creating a culture of effective planning in the back office at NHS BSA. Networking Tables.

See the full presentation slides for British Gas and NHS
Planning Challenge Understand the critical factors for productivity management & planning. New practical examples and member updates. Group discussion.

See the full presentation slides and video
 











Keynote Speaker Peter Massey on Your Customer Rules, the new Limebridge book. 

See the full presentation slides

Keynote Key trends & new ideas from the Quality Challenge 2015. 

See the full presentation slides and video
Keynote AOMi’s CKO discusses how to make the link between operations excellence and customer experience. 

See the full presentation slides and video

HOW TO Influence colleagues. Practical tips using Strengths Deployment.

See the full presentation slides







 
 
Keynote Presentations
Innovation Case Studies
Innovation Case Studies
Practical Skills
Practical Skills
Strategic Planning What does best in class looks like? New insight from The Forum’s standards benchmarking. 

See the full presentation slides and video

Direct Line Group New approaches to quality & risk assessment drive better customer outcomes.

See the full presentation slides for Direct Line

Ageas How analysts built trust in a restructured Planning & MI function & applied best practice.

See the full presentation slides for Ageas
HOW TO Get started on reviewing your IVR & routing and create more effective journeys for customers.

See the full presentation slides
HOW TO Get started with the data & processes you need to plan effectively in the Back Office.

See the full presentation slides




 
The Customer Hub Learn from US organisations who put customer engagement analytics centre-stage.

See the full presentation slides and video

HMRC How natural language IVR improves costs, service & insight into call reasons.


See the full presentations slides for HMRC

Operating Models John Casey explores the value of different operating models for customer contact.

See the full presentation slides and video
HOW TO Start planning effectively for web chat & other contacts from the web.


See the full presentation slides
HOW TO Get started with Quality Assessment for digital channels like email, chat & Twitter.


See the full presentation slides





Changing Gear Enjoy powerful and experienced endnote speakers who help us take today's inspiration and turn it into practical steps for rising to the customer's challenge.

See the full presentation slides and video

 

Conference Presentations Tuesday 28th April


Changing Gear: Rise to the Customer Challenge Welcome by the Forum's leaders then start the day with two inspiring and thought-provoking keynote speakers. How can we change gear in our own roles and professional development? What are the opportunities to look out for that are created by changes in the wider business and customer worlds? How do we make time to make changes happen and still do the day job?

See the full presentation slides and Video


Keynote Presentations
Innovation Case Studies
Innovation Case Studies
Interactive Workshop 
Practical Skills
Omni-Channel Rise to the challenge by joining up the customer journey and understanding customers' experience. Experienced practitioners share practical insight. Table groups for networking.

See the full presentation slides and Video

Planning Flexibility How home-working delivers for collegues, customers & business at LV=. How a strategic shift review at British Gas Residential Energy is changing working culture.


See the full presentation slides and video for LV= and British Gas

Customer Confidence See how Knowledge Management is supporting culture at Motability Operations and customer focus is replacing target incentives for sales at LV=.

See the full presentation slides and video for Motability and LV=

Strategic Insight This workshop is your chance to review key trends in new data from the Insight Challenge 2015 and understand the potential for creating value out of data.


See the full presentation slides and Video
HOW TO Make the business case for new technology. Taster from the BSc.


See the full presentation slides
 








Keynote Rise to the customer challenge: insight from Dimension Data Global Benchmarking Report. 

See the full presentation slides and video


Keynote New opportunities for advisor development & recognition. Tim Moruzzi, Ulster Business School

See the full presentation slides
HOW TO Influence colleagues and stakeholders. Practical tips from Phil Anderson using the People Patterns taught on our courses.

See the full presentation slides





   
 
Keynote Presentations
Innovation Case Studies
Innovation Case Studies
Interactive Workshop 
Practical Skills
Customer Experience Learn from experienced business leaders. Appreciate new customer challenges. See the impact of every department. Table groups for networking.

See the full presentation slides and Video
Engaging Operations How the value of planning grows with a shared services model at RSA

See the full presentation slides and video for RSA
Analytics & Engagement

How the insight team at Allianz brings together multiple insights and drives action. How a smart App at Response transforms communications on shifts, holidays, metrics & more.

See the full presentation slides and video for RESPONSE

13:30 -16:30 Engagement & Learning Practical strategic workshop for business leaders and senior members of our Professional Forums. By invitation only – contact us if interested.
HOW TO Start planning for Twitter, Facebook and social customer service followed by Professional Networking for Planning for Digital and OmniChannel Research.

See the full presentation slides







Rising to the customer challenge in 2015: Steve Woosey & Paul Smedley host our end-of-conference keynote, with two stimulating and inspiring keynote speakers to send us back into the workplace with fresh enthusiam and new ideas from the conference sessions.

See the full presentation slides and Video


People
People



(c) Professional Forums Ltd 2000-2017