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Customer Strategy and Planning 2016 Presentations and Videos

Catch up on the wide range of presentations, workshops and keynotes, representing the interest and challenges of our whole community of continuous improvement.  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’. 

Select the presentations and videos from the matrix below. Further videos will be added over the next month. 

Agenda key


 Planning     Quality & Customer Experience     Data, Analytics & Insight
   Leadership & Strategy   Technology & Process
 Digital 
Engagement 

 


Conference Agenda Monday 25th April

All the World's a Stage. Why does a break-through happen? How do actors create high-impact performance? What inspires passion & confidence? Where can we make this real in our professional lives? Be inspired by Mark Doyle at The Method & The Forum's leaders. Gain insight, access the resources of your professional community and make dreams come true.  

More info

See the full presentation slides and video


    
Analytics: Practical examples of the unleashed potential in both voice and text – the hidden data goldmine.

More Info

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  North East Ambulance Service: How LAMP enables knowledge sharing & engagement, literally saving lives.

More info

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  Direct Line Group: How to be BRILLIANT@BASICS & achieve total service consistency every single week.

More info
             
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  Ingeus UK: How automating routine activity, with rigour & consistency, released resource for the human touch.

More info
             
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Breakthrough: the power of professionalism in customer operations: Karl Brough, GM at Sitel and Lifetime Achievement Award winner.

More Info
             

  Geoban: How planning & insight transform customer journeys in the back office and saved £5m already.

More info

See the full presentation slides and video



  InterCall: How talent development has energised colleagues, broken the mould & drives customer experience.

More info
             
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  RSA: How insight teams support the business to re-engineer processes & save millions of pounds each year.

More info

See the full presentation slides and video

 
 
    
     
 
 


  Engagement & Influence: In this workshop, explore The Method, to raise your impact & performance (repeated at 14:10).

More Info

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  Learning & Qualifications: Meet the tutors & see which parts of the BSc programme meet your needs. In partnership with Ulster University.

More info



 
 
        
     
     

  Showcase: Back Office eg solutions John Bailey  from  eg Solutions discusses the key challenges in the time of the consumer revolution and how can you succeed?

More Info

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  Showcase: Knowledge Chris Ezekiel Founder & CEO, Creative Virtual demonstrates  Powerful uses of intelligent assistants & knowledge management.

More Info
             
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  Showcase: Insight Our experts demonstrate smart ways to gain feedback and make insight visual. 

More Info
             
See the full presentation slides

 

   
   
     
Benchmarking & Accreditation: Discover how pioneering members take key support teams to the next level.

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  Engagement & Influence: In this workshop, explore The Method, to raise your impact & performance (repeat).

More Info

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  Data, Analytics & Insight Challenge: Action learning & support for challenge participants, by invitation only. For more info please contact challenge@theforum.social
  Planning Challenge: Action learning & support for challenge participants, by invitation only. For more info please contact challenge@theforum.social


 
    
   
   
   
 
Omni-channel Challenge: Expert speakers share insight from the skills challenge and how these skills may be applied to break down cross functional silos

More info

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  HOWTO Tell a story with numbers: Inspiration and practical techniques for both analysts and planners.

More Info

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  HOWTO: Plan end-to-end 
processes in the back office. Phil Anderson  , The Forum and Zoe Bentley, ActiveOps guide you in key techniques …

More Info

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  Leadership Forum:
Breakthrough Performance: Meet other leaders, hear from inspirational speakers and share ideas around the table. What are the new approaches being explored by today's pioneers? How do we create the environment & support that gets us from good to great? By invitation only. For further details please contact Isabelle.smith@theforum.social 


 
    
   
   
   
Breakthrough Performance: Hosted by The Forum’s John Casey ; Mark Doyle, The Method and Laura Hourican, Firstsource  will encourage you to take the day’s inspiration into your workplace 

More info


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  HOWTO Develop Self-Serve Reporting Practical techniques that free up your capability to deliver more.

More Info

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  HOW TO: Plan for digital channels 3 practical techniques for social media and webchat 

More Info

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Conference Agenda Tuesday 26th April

Breakthrough Performance: Opening speakers from The Forum and LV=  stimulate and inspire. Why do the most engaged people have the happiest customers? What happens when we truly utilise our strengths every single day, all day long? How do we move from 'not bad' to truly great? Where do we need to collaborate, to break down silos or go further, faster, together? 

More Info

See the full presentation slides and video

    
Keynote Theatre
  Innovation: Case Studies
  Innovation: Case Studies
  Innovation: Case Studies
 
Research & Insight: 
Hosted by Tim Moruzzi, Programme Director, Ulster University with Bernie Best, PhD student. 

More Info

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  RBS: A new operating model simplified customer journeys, cut cost to serve & tranformed the role of planning.

More info
             
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  EE: Terrific service & technology transformation, halving propensity to call and raising NPS +21 points. 

More info
             
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  Affinion International: 
Creating Amazing Customer Experience (ACE) & transforming the role of QA.

More info

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Finding The Balance: Carolyn Blunt shows how AHT was reduced by 60 seconds at Boots Customer Support Centre through root cause analysis and training solutions.

More info

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  RS Components: 
Customer Experience transformation at pace in 32 countries, with voice of the customer & resource planning. 

More info

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  Co-operative Bank: Becoming indispensable & trusted for resource management across all bank channels.

More info

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  Red Funnel Ferries: How social media integration & Customer First made 2015 the best year ever. 

More Info

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  The Future of Customer Contact: What are the critical issues to address? The significant trends? Hear from senior leaders & innovators. 

More Info

See the full video
 
  Learning & Qualifications: Meet the tutors & see which parts of the BSc programme meet your needs. In partnership with Ulster University.

More info

 

 
         
     
     

  Showcase: Automation Transform resourcing & real-time functions. Intradiem show the potential. 

See the full video
  Showcase: IVR Easy for customers, effective for business. Nick Herbert at AdExchange, a highly-rated speaker shows you how.

More Info
             
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  Showcase: Customer Journey Mapping: The Forum’s Nicola Callan gets you started with hints and tips to help you on your way.

More Info

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Customer Experience 2020: Looking ahead –  planning a route.  Tony Smith , Head of Business Development, CCAAS, Dimension Data presents the latest global results.

More info

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  Quality & Customer Experience Challenge: Action learning & support for challenge participants, invitation only. For more info please contact 
challenge@theforum.social 
  Planning Challenge: Action learning & support workshop for challenge participants, by invitation only. For more info please contact 
challenge@theforum.social 
  Leadership Forum

Meet other leaders, hear from inspirational speakers and share ideas around the table. What are the new approaches being explored by today's pioneers? How do we create the environment & support that gets us from good to great? By invitation only. For further details please contact Isabelle.smith@theforum.social 

 
   
   
   
   
Workshop: Engaging Colleagues: Jo Hale from Head 4 Performance shows you HOWTO create understanding & momentum. Learn about practical techniques that work!

More info

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  Breakthrough for Customers: Choose from 2 HOWTO workshops (1) Customer Insight (2) Assessment Frameworks.

More Info

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  Breakthrough in Planning:This interactive workshop gives you the chance to choose your topic: (1) Real-time, (2) Forecasting, (3) Flexiblity Toolkit. 

More info

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Breakthrough Performance: Steve Woosey, CEO of The Forum, hosts our end-of-conference keynote. Inspiring presentations  from Lindsley Ruth , CEO of RS Components, and The Forum’s Chris Rainsforth  send us back to the workplace with fresh enthusiasm and new ideas from the conference days. 

More Info


See the full presentation slides and watch the video

 

Keynote Theatre
Keynote Theatre
Innovation: Case Studies
Ben
Innovation: Case Studies
  Meetings and networking
- meet exhibitors & keep up-to-date
- pre-arranged meetings
      
  Meetings and networking
- meet exhibitors & keep up-to-date
- pre-arranged meetings
      
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