2025 Best Practice Guide

Raising Standards

Interactive and Informative

An exciting
programme of events

Our programme of activity combines the very best of virtual and in-person to offer you a variety of ways of maximising your membership at The Forum. Every year’s activity is framed by three flagship conferences in April, June and November. These are then complemented by regular learning sessions, network events, webinars, and other group activities both virtually and in-person.

Conferences

A mix of virtual and in-person conferences

We offer in-person and virtual conferences to give everyone the chance to be involved.

Our virtual conference agendas are always packed with inspiring keynote speakers, practical and interactive Workshops and Technology Showcases to keep you up to date with the latest trends in technology, and how make the most of your technology stack.

The Forum hold key conferences through out the year including our flagship Customer Strategy and Planning conference, Best Practice Showcase and Autumn conference, that offer a great opportunity to learn, share and network

Upcoming conferences

Our professional community is a unique, safe place to meet and share best practice. Join our Network Groups and Special Interest Groups to discuss your challenges and explore new ideas with like-minded professionals.

Virtual Network Groups

Larger groups, discussion content will be shared by a Forum team member or other speaker, followed by the opportunity for discussion and questions, meet peers and network with other organisations.

Planning
Insight
Operational Improvement
Leadership

Special Interest Groups

If you have a specific topic, or challenge you’d like to discuss with other members, let us know so we can invite you to a Special Interest Group. These smaller interactive sessions will provide an opportunity to take a deep dive into a topic.

You can also join in on the discussion within our Forum Community App.

Network Groups

Are you a Director or Senior Leader?

Join our regular forums to raise standards in customer operations together. The Forum holds events for leaders to network and hear from inspirational speakers throughout the year.

Leadership Events

Learn & Transform

The Forum
Webinars

Webinars are hosted by The Forum or in association with our partners, offering help and guidance in the industry to the latest technology and Best Practice.

Upcoming Webinars

Training for you and your team

The Learning Academy

Bite-sized Learning

Short, high impact learning and knowledge. Focus on what's most important to you

150+ Specialist Modules

Select from a vast range of focussed modules covering technical and professional skill sets

Pay as you go

Access one at a time from just £65, building up a dedicated pathway or draw-down fund

Team Packages

Affordable and accessible, make it easy for your team to focus on their personal development

Interactive workshops

Engaging exercises and thought leadership. Interactive discussion, practice and learning

Group Mentoring & Networking

Continuing support, guidance and sounding board for up to 6 months

Professional Development

Growing self-awareness, confidence, capability and impact in your business

Build your own Learning Academy

Create a bespoke programme for your teams. Deliver on-site to avoid travel

Find out more about all our Learning Academy options. We offer a wide range of ways to learn.

Learning Academy

Raising Standards

Gain external recognition
for your hard work

Our Awards showcase successful initiatives that make our operations great for colleagues and customers. Gain external recognition for your hard work, recognising those who are leading the way. We help raise standards in many types of customer operations, from digital channels, face-to-face service, back office and a mobile (field-based) workforce to contact centres or sales operations.

Enter Awards