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Customer Strategy & Planning 2014 offered an inspiring, informative and action-packed agenda for Field and Enterprise Planning specialists.

We outline a suggested route through the conference agenda tailored to those particularly interested or involved in Field and Enterprise Planning. 

We have uploaded the presentations, reports and articles from the sessions below. Just follow the links below and invite colleagues from other parts of your organisation to share this material.

Monday 28th April  - Field and Enterprise Planning Pathways
09:00 Bridging the gap: people build success - The opening keynote presentations are hosted by Steve Woosey, CEO at the Professional Planning Forum. Darren Lawrenson, our keynote speaker, learns from models that drive success in areas like sports and performance, in order to help 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 and watch the videos.
11:00 Enterprise planning

Inspiration from 2 Innovation Awards finalists. Learn how LV= close long-range, mid-term and service delivery gaps, saved £1.1million and extended their integrated planning approach to Claims, achieving a sector-beating 85% customer satisfaction. See how the UPC planning team planned the customer journey enterprise-wide for the new Horizon TV HD+ service, including IVR and field operations, delivering 80%-90% self-serve. 

  • See how planning gets to the heart of business
  • Hear about customer journey planning
  • Discover how planning can cross internal siloes to look at IVR, field and claims operations

See the presentation slides and watch videos of the LV= and UPC sessions.

14:00 Field Service Operations Clinics

Meet others planning in this area to deepen your understanding of what best practice looks like. Learn from key stakeholders at UPC following this morning’s case study and hear about latest developments from other members of the group.  View the presentation slides.

  • Discuss with practitioners, suppliers and specialist experts
  • Take away practical ideas for your operations
16:15 Closing Keynote
Growing professionalism in the industry:
Steve Woosey hosts our end-of-day keynote, by introducing experienced speakers to help us focus on the three pillars of professionalism: Learning and qualifications, Continuing professional development (and accreditation), Raising standards. Hear from senior leaders: Why do I invest? How do we understand the value we can create? How do we take a support function from good to great? This includes the chance to ask questions and contribute from the floor. See the presentation slides and watch the videos.

(c) Professional Planning Forum 2000-2014