Best Practice Site Visits & Events

We facilitate site visits and best practice day's, to share learning from our Award winners and finalists over the summer months, especially from the Transformation & Innovation Awards. This is another great opportunity to learn about the fantastic things that these organisations have achieved. These are interactive events to allow plenty of time for questions with key stakeholders in the transformation and networking with other delegates focussed on the same challenges. Book early, as places are limited. We will be adding further dates for 2020 in the coming weeks. 

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Best Practice Day: Planning Strategy & Customer Closeness

Published on 24 September 2019

Best Practice Day: Planning Strategy & Customer Closeness

September, London

This is a unique chance for planners and analysts to join our Leadership forum. Hear from and talk face-to-face with key players involved in strategic transformation at The Very Group, L&G and LV= all finalists in our 2020 Innovation Awards. Learn from the Leadership community and gain the sharpness of vision required to move forward purposefully.

Today kicks off with powerful keynote speakers, followed by discussion on Customer Closeness. This is followed by presentations on planning, wellbeing and strategy and workshop discussions with your peers. Table discussions on this strategic best practice day will allow sharing and learning with people in similar roles facing common challenges.

  • Explore what is required of the ‘advisor of the future’ and how to embed improvement methodology into the role of the contact centre, learning from the pioneering work at The Very Group’s Customer Closeness Centre.
  • Gain insight on how to plan for colleague wellbeing and learn how Sensee’s people-focussed approach to Homeworking enables organisations to attract and retain a flexible and experienced workforce.
  • Discuss how strategic end-to-end planning can transform the roles and impact of the planning team and support cross-functional alignment, by learning from ground-breaking use of Anaplan at RSA.
  • Understand how much can change when planning embraces systems thinking as an opportunity not a challenge, to refine the purpose and accountability of planning – and learn from their pioneering claims handling models. 

Part of our 20th Anniversary best practice programme, we focus on the future direction of customer operations, planning & insight and customer experience. As we crystallise our knowledge of best practice and standards now, we can then look ahead to the challenges and changes we will face over the coming years.

Free to members using their Membership Site Visit places and to members of the Leadership Forum, places are available to others at just £295 +VAT

Sponsors Include:

Planning transformation and systems thinking at LV= General Insurance (LV= GI)

Organisations embracing Systems Thinking often see this as opposed to ‘planning’, but at LV= GI the resourcing team embraced it, to re-define planning and deliver on the ‘things that matter most’ to internal customers.

  • See how the scope of Planning was redesigned, using Systems Thinking Methods, absolutely tying down purpose and accountability, with a seat at the table for key strategic decisions.
  • Learn about collaboration with their Re-Insurance Broker, creating bespoke modelling using industry data to model weather impact on home claims – a first in the sector. They are now evaluating alternative claims management strategies, as well as planning for surges in contact demand.   
  • See how a people-focussed planning team enables wellbeing and supports a customer-centred culture.
  • Discover how they tailor approaches to the needs of stakeholders and redesign or automate processes to deliver more, with around half the planning resource of a few years ago. 

Strategic planning end-to-end, across the business at RSA

Discover how the Resource Planning team at RSA has sustained and continually developed their end-to-end planning and built credibility within the business. Significantly, recent developments include introducing Anaplan for strategic planning, linking planning and finance outputs to create a joined-up view of the customer operation and creating the level of skill needed to do more for the business with even less planning resource.

  • See how this has transformed what planning can offer and how they take their place as essential partners in cross-functional development of budget and operational plans.
  • Hear how finance & planning data models are built consistently in the system, to ensure everyone recognises outputs and avoid translation issues.
  • Learn about what you need to do to build consistent, cross-functional plans that deliver sophisticated and strong relationships with key stakeholders.
  • Understand how constantly working with Anaplan enables the team to improve models and respond quickly and flexibly as business requirements change.

Customer closeness & the ‘advisor of the future’ at The Very Group

Innovation is vital with retail businesses facing unprecedented disruption. The new Customer Closeness Centre (CCC) puts this visibly at the heart of the business.

  • See how a specially-supported team of 14 experts were hand-picked to challenge the status quo and fix the problems customers face, rotating every two weeks between two types of work.
  • In the Customer Zone, they handle calls/webchat at an exceptional performance level, share insight via a Board of Dreams and help model what the ‘advisor of the future’ could look like.
  • In the Agile Zone, a 3-stage process goes from exploration (root cause) and innovation (solutions) to implementation (in partnership with Webhelp) in 2-week sprints.
  • Learn how this agile approach to continuous improvement has, in just 22 sprints, driven £1m benefits through automation, process design and knowledge management – and supported a 50% rise in colleague engagement.  

Comments (0)Number of views (24)

Author: Leanne McNamee

Categories: Site Visits



Theme picker

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Book for one of our events to experience our exceptional community or get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email, call 0333 123 5960 or contact any of The Forum team

About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.


Capacity Planning, Forecasting & Budgets
11th February, Manchester
Our new workshop programmes for 2020 are continually updated with examples of the latest developments.

Other Learning Workshops


Customer Strategy & Planning 2020
27th & 28th April 2020
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch

Copyright © 2020 - All Rights Reserved -