New best practice resources that every customer professional can learn from

Look below for new work in Field, Branch or Back Office Planning and don’t miss out on the last places for the Innovation Award Site Visits that start next week. You can check out their presentations online first and read the latest best practice news.  

Take a moment now to look at these unmissable case studies and inspiration on YouTube’s Forum TV. Gain practical knowledge that every analyst can learn from and build on the momentum palpable in our professional community at the conference in April.

With best wishes,
Phil Anderson, Bob Stella & Nicola Callan

Be you Personal Best

What brings out the best in us & our operations? Be inspired by our conference keynote speakers with our Best Practice Theme for 2018

Watch the highlights now 




Innovation of the Year 2018

Learn how HomeServe achieved commercial success and front-line teams re-connected with the organisation’s purpose, to rebuild trust.

Find out more here 





Calendar of Events


Explore best practice in analysis and take advantage of world class L&D programmes and accreditation.

Find out more here 


Back Office

As part of the Back Office programme this year we held a workshop at Customer Stragey & Planning 2018. Hear from the panel who shared the story of Back Office in their business. Get in touch, if you would like to help shape the Standards for Back Office.

View the video of the workshop



Customer Strategy & Leadership Forum September 11th

This is a brilliant opportunity to hear Peter Cheese (CEO at the CIPD) speaking on the future of work. Arrive from 8am for networking & breakfast, finishing by 12pm. Hosted in Blackfriars, overlooking the City of London, this prestigious event is a great chance to discuss with colleagues the challenges you face and the issues raised by Peter. The afternoon gives the chance for some to stay for our new best-in-class groups for Planning. Free to business leaders in customer operations.  

Find out more here 


Raising Standards: our first accredited Insight team

It’s been an exciting year for Standards Benchmarking, with Ember becoming the first team accredited for Data, Analytics & Insight. This is a major milestone for our professional community. There also are many fantastic teams in the Planning benchmark group exploring analysis. Crucially they all gain a bespoke roadmap for improvement, plus unparalleled insight at the peer assessment visits. Watch out for the best in class stories at the November National Conferences.  

Read more or get in touch


Field & Branch Planning - Best Practice Day June 20th

Join other Forum members for a FREE networking and best practice workshop, held as part of the national Field Service EXPO at the impressive ExCel Arena in London. There's the chance to hear about the work of ADT and Anglian Water and to join a speed networking event we are hosting for all visitors. Our workshop starts at midday, finishing at 15:15 following the presentations, making it possible for many to attend on an off peak day trip depending on how much time you want to spend in the wider expo space. Why not bring operational colleagues who can get to London easily? 

Contact us to reserve your place



A compelling vision doubled membership in this global body for professional accountants, inspiring teams to collaborate and use customer insight, changing customer and employee experience. The site visit is on 13th June in Glasgow so you don't have much time to book your place.

View the conference presentation and book your place


FSCS (Financial Services Compensation Scheme)

Dramatic service improvements resulted from a new, shared customer mindset, with data-driven decisions and real partnership between outsourcers, corporate functions & the operations team. You can visit on 12th June in London. Book your place now so you don't miss out.

View the conference presentation and book your place


ADT Fire & Security

See how the planning team has used their skills across the business and taken over the planning of field engineers. Using insight and working hard on collaboration has brought real change. The site visit is on 10th July in Manchester and would be of interest to anyone who wants to use data to help make decisions in the business and to have one version of the truth. Book your place now.

Watch the conference presentation and book your place now


RS Components

Development, great communication and empowering people is fuelling success at RS, underpinned by inspiring leadership, an innovative People Framework and the self-funding Enable team. Book your place on the site visit on 15th June in Corby to find out more.

View the conference presentation and book your place



See how cohesive leadership, powerful customer insight and a re-orientation of coaching to focus on great conversations combine to deliver large scale corporate transformation. COACH, an integrated, powerful insight & coaching tool, is supporting operational implementation of a new customer strategy that is driving change across BT Consumer. Visit them on 20th June in Lincoln to find out more. 

View the conference presentation and book your place



What difference can you can make when you rediscover coaching?

How often do you find yourself mulling things over, trying to sort your thoughts out? And how often do you turn to someone trusted? It is true that a problem shared is a problem halved but why? The very act of articulating the jumble in our minds encourages us to sort and organise our thoughts into a coherent flow. Nicola Callan explores how new approaches to coaching can help you raise a team’s performance, understand stakeholders and enable the professional development of all around you.

Read more 


  Career Opportunities

Opportunities this month include: Call Centre Manager, Scheduling Specialist, Real Time Analyst, Business Intelligence, Implementation Consultant, Resource Planning Manager. Organisations including: NHS 111, Arvato CRM Solutions, Cornmarket Insurance & Yorkshire Building Society

  Partner Events

Join Puzzel for their ½ day conference Get Connected – Exceptional Customer Experience – People, Process and Technology on 27th June 2018, at China Exchange, London. Speakers include; Ombudsman Services, Cowry Consulting, Ember Real Results and PCI Pal.

Read the latest whitepaper from Puzzel, 8 Top Tips to make Self-Service a SuccessClick here.


  Partner Events


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