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Choose your personal agenda at Customer Strategy and Planning 2015

Take time now to select sessions and create an individual agenda for you or your colleagues

  • Our conference is designed so that you can attend with colleagues, select different sessions, compare notes and return to the workplace with a wide range of new ideas, opportunities for improvement and networking contacts.
  • Book sessions early to be sure of your place. This is your opportunity to address specific business imperatives and make a real difference when you get back to your workplace.
  • To choose the right sessions, you need to look in the ‘agenda matrix’ for the topic areas, the type of session and the content detail.
  • More detail on the session outcomes and speakers will be published online as it becomes available. 

Topic areas

These signpost the primary topic areas addressed by the session. Download a printer-friendly version of the agenda. The colours used for the topic boxes signpost the three specialist Professional Forums which we support:

  • The Professional Planning Forum
  • The Data, Analytics & Insight Forum
  • The Quality & Customer Experience Forum

Note that some sessions are of direct relevance across All the Forums. These include topics such as Strategy, which will also be of interest to business leaders. Some topics have specialist agenda pathways – such as Homeworking,  Back Office,  IVR, Flexibility, or Digital.

By signposting this diverse range of opportunities, we are inviting you to select the sessions that best match your needs.

Type of Session

It is important to be aware that you and your colleagues will gain a very different experience from different types of sessions. The agenda this year allows many opportunities for shorter activities to allow you more choice and flexibility in the use of your time.

  • HOW TO – Practical skills New for 2015, these 45 minute sessions offer ‘bite-sized’ tips and techniques to takeaway and apply in your work. Some address key communication or professional skills, some provide help on getting started in a specific area of work, all are practical in focus.
  • Keynote Presentations Thought-provoking speakers stimulate and inspire, whatever your job role. Mainly presentation rather than discussion, each session covers a different topic, but all help evolve the overall theme: Changing Gear.
  • Innovation Case Studies See and hear first-hand all the 2015 Award Finalists. Mainly presentation rather than discussion, they showcase fantastic new solutions to business challenges. Understand how they achieved their success, ask your questions and take away new ideas.
    Interactive Workshops Led by the Forum’s specialists or other experienced practitioners, these popular and long-established workshops are discussion-based, with structured discussion in groups and feedback across the room.
  • Networking Groups Held in the Networking Lounge, this is your chance to meet others facing similar challenges and share ideas. These 40 minute sessions will comprise short discussions with three different groups, so you can gain a variety of perspectives and build your professional network at the same time.
  • Ask the Expert Held in the Networking Lounge, these 40 minute sessions give you access to advice from experienced practitioners and professionals. Bring along your questions, challenges and imperatives. Go away with new ideas to test out and share in your business.
  • Member Meetings Alongside the published agenda, the conference provides a fantastic chance to organise 1:1 or group meetings, focussing individual attention on the needs of your own organisation. Ask us if you would like help or advice in doing this.

Normally, we recommend that you include a range of sessions in your personal agenda. This means your conference experience will include some discussion, interaction and networking as well as input from the presenters. Please take account of each individual’s needs and learning preferences if creating a personal agenda for your colleagues.

Take a look at these articles, videos and links
Customer Strategy and Planning 2015


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