2022 Customer Strategy & Planning Community Connection

Our annual flagship conference for industry professionals

Specifically designed

This highly-rated event is far more than just a conference

Designed specifically for Planning, Insight and Quality & Customer Experience Professionals. Learn first-hand from practitioners and business leaders who are delivering successful change. Bring new ideas and techniques back into your organisation.
Gold Sponsor
Silver Sponsors
In-person event

Customer Strategy and Planning Connections

Taking place on Tuesday 26th April at The Grand Hotel, Newcastle, the event will be based around open collaboration groups, with tables hosted by senior industry practitioners, each bringing specialist experience in a range of topics or industries. Connections will include our vibrant Exhibition and Networking area.

Keynote Speakers

Lou Banks wants to help your organisation feel better to do better.

Lou Banks, Rising Vibe

Lou is passionate about helping your business get to grips with emotion. Tackle thoughts. Address feelings. Because when this happens it can have a huge impact on business performance.

An articulate, high-energy communicator, Lou instigates the conversations that matter. She invites the elephant into the room, sits it down in a big comfy chair and makes it a nice cup of tea. Lou helps individuals, teams and entire organisations think about how our thoughts and feelings drive the way in which we behave and ultimately, how we show up at work.

Lou Banks is the Founder and Director of Rising Vibe Ltd. When she isn’t raising vibrations in the workplace you may find her walking her dog, sweating in a spin class or enjoying a double G&T with fresh lime, a decent tonic and most importantly, good friends.

Andy Gilbert wants you to go make a difference.

Andy Gilbert, GoMAD

Andy is Managing Director at Go MAD Thinking. His focus is enabling leaders to have light bulb moments and improve productivity. He is the developer of the acclaimed Go M.A.D. Results Framework & Thinking System used worldwide by major corporations and hundreds of thousands of people in over 40 countries. 

Andy has over 20 years experience in studying peak performance and specifically how people think in a solution-focused way when they "Go Make A Difference" in achieving goals and accelerate results.
He is the author of over 20 books (including the best selling "Go MAD - The Art of Making A Difference", "Go MAD about Coaching", and over 200 audio/video programs.
James Hughes helps you deliver brilliant customer experiences

James Hughes, Sabio

James is Group Head of Solutions, Cloud and CCaaS at Sabio. His responsibilities include Go To Market and ownership of the core Sabio contact centre solutions: Cloud services - CCaaS, Hosted and Hybrid. Annuity - Managed Services, Support Services and Network Services.

Conference Agenda

Customer Strategy and Planning Connections

09:30
Keynote
Hear from The Forum with the conference opening keynote. Enjoy an inspiring keynote from Andy Gilbert, GoMa
10:30
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
10:30
Forum Focus
Join this 20-minute presentation on a key topic.
11:00
Collaboration Discussion
Table hosted, fast-paced, lively and interactive discussions designed to promote possibility thinking and idea creation. This first session will focus on looking back and reflections from the past 18- months and sharing and discussing these experiences across multiple tables. We would expect interaction with between 20 to 30 other delegates during this period.
12:30
Networking Lunch
Your chance to meet with other members and spend time in the Expo area. Lunch will be served.
12:30
Forum Focus
Join this 20-minute presentation on a key topic.
13:30
Keynote
Hear from James Hughes from our Gold sponsor, Sabio and Lou Banks from Rising Vibe.
14:30
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
15:00
Collaboration Discussion
Table hosted, fast-paced, lively and interactive discussions designed to promote possibility thinking and idea creation. This first session will focus on looking back and reflections from the past 18- months and sharing and discussing these experiences across multiple tables. We would expect interaction with between 20 to 30 other delegates during this period.
16:15
Endnote
Hear from The Forum to wrap up the day and summarise your takeaway
16:30
Formal Close
Conference Agenda

Customer Strategy and Planning Connections

09:30
Keynote
Hear from The Forum with the conference opening keynote and be inspired by Andy Gilbert, GoMad.

10:30
Networking
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
Join this 20-minute presentation on a key topic.
11:00
Collaboration Discussion
Table hosted, fast-paced, lively and interactive discussions designed to promote possibility thinking and idea creation. This first session will focus on sharing and discussions across multiple tables. We would expect interaction with between 20 to 30 other delegates during this period.
12:30
Networking Lunch
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Lunch will be served.
Join a 20-minute presentation on a key topic. 
13:30
Keynote
Hear from James Hughes from our Gold sponsor, Sabio and Lou Banks from Rising Vibe.
14:30
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.

15:00
Collaboration Discussion
Table hosted, fast-paced, lively and interactive discussions designed to promote possibility thinking and idea creation. This second session will focus on sharing and discussions across multiple tables. We would expect interaction with between 20 to 30 other delegates during this period.
16:15
End note
Hear from The Forum to wrap up the day and summarise your takeaways.
16:30
Formal end and networking
Conference Agenda

Customer Strategy and Planning Connections

09:30
Keynote
Hear from The Forum with the conference opening keynote. Enjoy an inspiring keynote from Andy Gilbert, GoMad Thinking.
10:30
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
10:30
Forum Focus
Join this 20-minute presentation on a key topic.
11:00
Collaboration Discussion
Table hosted, fast-paced, lively and interactive discussions designed to promote possibility thinking and idea creation. This first session will focus on looking back and reflections from the past 18- months and sharing and discussing these experiences across multiple tables. We would expect interaction with between 20 to 30 other delegates during this period.
12:30
Networking Lunch
Your chance to meet with other members and spend time in the Expo area. Lunch will be served.
12:30
Forum Focus
Join this 20-minute presentation on a key topic.
13:00
Forum Focus
Join this 20-minute presentation on a key topic.s
13:00
Forum Focus
Join this 20-minute presentation on a key topic.
13:30
Keynote
Hear from James Hughes from our Gold sponsor, Sabio and Lou Banks from Rising Vibe.
14:30
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
15:00
Collaboration Discussion
Table hosted, fast-paced, lively and interactive discussions designed to promote possibility thinking and idea creation. This first session will focus on looking back and reflections from the past 18- months and sharing and discussing these experiences across multiple tables. We would expect interaction with between 20 to 30 other delegates during this period.
16:15
Endnote
Hear from The Forum to wrap up the day and summarise your takeaways.
16:30
Formal end and networking

Venue

The Grand Hotel, Newcastle
We have negotiated a special rate at The Grand Hotel for our delegates of £118 per person per night including breakfast & VAT. Please book using the link, all of our bookings are being managed by Trinity Events.

Exhibitors will be able to set up on Monday 25th April, we suggest that you stay over on Monday evening. We start our conference at 09:30 on Tuesday, why not stay the night before and make the most of networking with other delegates in the bar.

Our Gala Celebration is on Tuesday 26th April, this is proving very popular, we recommend that you book your accommodation promptly.

Prices & Booking

Places are free to members using member places in line with the level of membership. 1 place purchased within a membership gives you a place at both the Virtual and Face to face event. Extra places for each event (either Virtual or Face-to-Face) can be purchased at £625 exclusive of VAT.

All paid for places must be settled before the conference begins. A credit card guarantee can be used to hold a place. All bookings are subject to The Forum's normal terms which can be read here. Cancellation does not automatically mean an invoice is no longer payable.

Register Now

Fill in your details to register for the 2022 Customer Strategy & Planning conferences and Gala Awards