2023 Customer Strategy & Planning Conference 
(In-Person)

Our annual flagship conference for industry professionals

Tuesday 25th April 2023, Delta by Marriot - Nottingham Belfry Hotel 

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
SilverPlus Sponsor
Silver Sponsors
Conference Agenda

Customer Strategy & Planning

08:30
Registration opens
09:30
Conference Opening Keynote
Introduction from The Forum Team and Opening Keynotes from James Lawther, Director at Squawk Point Consulting and Dawn Wray, Listener at The Listening Collective who will be talking about The invisible thread that creates relationships and teams, Kindness, Care, Compassion and what this means for the workplaces we want to create.
11:00
Networking
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
Breaking the chains of the of WFM Paradigms: WFM has been evolving constantly over the last 20 years, driven by the changes and added complexity of the contact centre, WFM has had to respond. The rise of digital has triggered a seismic shift in how we do planning. In this session we will talk about what that means to data and how we need to interpret and use that data. Join this optional 20-minute “TED” style presentation from our partners at NICE.
11:30
Collaboration Discussion
A discussion led session with interactive and thought-provoking exercises hosted by The Forum Team and Graeme Gabriel, WFO Solutions Consultant for NICE.
12:30
Networking Lunch
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Lunch will be served.
Do right by your customers & drive a better culture for your people. Knowing exactly what is going on in your contact centre, what transpires between your customers and agents during the call, and how well your agents adhere to compliance and quality guidelines is critical to long-term success. Join this optional 20-Minute “TED” style presentation from our partners at CallMiner focussing on the difference Conversation Analytics can make across your organisation.  

Find out more
13:30
Keynote
Hear from our guest speakers Dr Phoebe Asquith, Research Psychologist at our Gold Sponsors, Sabio explores how data helps organisations to hear their employees, truly understand the impact of current ways of working and act systematically.  Richard Brimble shares “What I’ve learned from life” In the last twenty-five years, he has trailblazed the design of organisations, embedding experiential learning into the heart of their culture. His unique thinking, tools, and frameworks have had a significant impact on the careers of many and facilitated companies to be groundbreaking in their industry.

14:15
Networking 
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
14:45
Interactive session
An interactive session lead by Team Challenge. Take the opportunity to be part of an energetic, engaging and memorable challenge that will really test if there is “Strength in Numbers”.
16:15
Conference Endnote
Hear from The Forum team as they close a great day of learning as they summarise the key takeaways to consider from each session during the day.
Conference Agenda

Customer Strategy & Planning 

08:30
Registration Opens
09:30
Conference Opening Keynote
Introduction from The Forum Team and Opening Keynotes from James Lawther, Director at Squawk Point Consulting and Dawn Wray, Listener at The Listening Collective who will be talking about The invisible thread that creates relationships and teams, Kindness, Care, Compassion and what this means for the workplaces we want to create.
11:00
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
11:00
Forum Focus
Join this optional 20-minute “TED” style presentation from our partners at NICE focusing on colleague experience and effective working patterns.
11:00
Collaboration Discussion
A discussion led session with interactive and thought-provoking exercises hosted by The Forum Team and Graeme Gabriel, WFO Solutions Consultant for NICE.
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 optional 20-Minute “TED” style presentation from our partners at CallMiner focusing on the difference Engagement Analytics (Speech & Text) can make across your organisation.
13:30
Keynote
Hear from our guest speakers Dr Phoebe Asquith, Research Psychologist and Senior Business Consultant and Scott Budding, Head of WFO at our Gold Sponsors, Sabio.
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
An interactive session lead by Team Challenge. Take the opportunity to be part of an energetic, engaging and memorable challenge that will really test if there is “Strength in Numbers”.
16:15
Conference Endnote
Hear from The Forum team as they close a great day of learning as they summarise the key takeaways to consider from each session during the day.

Speakers

Phil Anderson
Director
The Forum
Dr Phoebe Asquith
Research Psychologist & Senior Business Consultant
Sabio

Richard Brimble
Managing Director
Understanding & Learning Ltd
Graeme Gabriel
WFO Solutions Consultant
NICE
James Lawther
Director
Squawk Point Consulting
Mark Lockyer
International Sales Director
CallMiner
Ian Robertson
Specialist
The Forum
Dave Vernon
Director
The Forum
Dawn Wray
Psychotherapist and Coach
The Listening Collective

Exhibitors

Venue

Delta by Marriot - Nottingham Belfry Hotel 
Mellors Way off Woodhouse Way
Nottingham, NG8 6PY
Rooms at the hotel have now sold out. There are a number of hotels available quite close by including Premier Inn, Travelodge or DoubleTree by Hilton. 
Don't forget to book for Tuesday night if you are staying for the Awards Celebration.

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 can be purchased at £625 +VAT for face-to-face and £295 +VAT for virtual.

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 2023 Customer Strategy & Planning conferences and Awards celebration or email events@theforum.social.