2021 National Conferences 

  • This year our National Conferences for Planning, Insight & Customer Experience will be held virtually across the week of 1st November, to be as accessible as possible to everybody. 
  • Our Community Connection face-to-face event will be on Tuesday, 9th November at Crewe Hall, Crewe from 08:30 until 17:00, COVID regulations permitting. To ensure safe use of space, places are limited and will be allocated on a first come basis


Our highly-rated national events are far more than just a conference. Book your place now. View the conference agendas | Planning | Insight & QualityCommunity Connection|

  • Keynotes are inspiring and thought provoking, with high-profile speakers on key, strategic topics.  
  • Workshops are practical and interactive, providing focussed small-group discussion and the latest, specialist knowledge that you won’t find elsewhere. 
  • Technology Showcases keep you up to date with the latest trends and are available free to share with colleagues, to bring fresh insights back to your workplace.  
  • Relevant to your needs – all are designed specifically for Planning, Insight, Quality and Customer Experience Professionals and business leaders.

Bring new ideas and techniques back into your organisation. This is a great way to benchmark, develop new ideas and meet with fellow professionals from different organisations. You can learn first-hand from practitioners and business leaders who are delivering successful change. The virtual format builds on the huge success of our 2020/21 Conferences. 

Gold Sponsors


Specialist Sponsors & Exhibitors


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.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.


National Conferences 2021
w/c 1st November Virtually and 9th November face-to-face
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

Get in touch
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