2024 Autumn: #RaisingStandards
(In-person)

Learn HOW you can apply “Best Practice”

Tuesday 5th November 2024, Delta by Marriott - Nottingham Belfry Hotel 

Specifically designed

Our practitioner-led 
annual conference

Designed specifically for Planning, Insight and Quality & Customer Experience Professionals. Learn first-hand from practitioners and business leaders who are delivering successful change whilst having the opportunity to collaborate with others. Bring new ideas and techniques back that will raise standards within your “Customer Operation”.

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Conference Agenda

Customer Strategy & Planning 

08:30
Registration Opens
09:30
Opening Keynote
The Forum team discuss the value of benchmarking and share the results of our recent shrinkage benchmarking activity, with a contribution from our Gold sponsor QStory.
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
How to Empower Your Employees Through Coaching
Discover how to elevate agent performance and transform customer experience using coaching & real-time guidance. Join Nick Rowe from CallMiner to discover best practices for providing agents with immediate feedback, personalised coaching, and actionable insights to improve customer interactions on the spot.
11:00
Collaboration Discussion
Hear from participants in our Standards Benchmarking, Mike Blewitt, Head of Planning from Domestic & General, and Mark Henderson, Head of Workforce Planning at NHS BSA. Followed by a discussion on customer metrics.
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
90% of bad Trustpilot reviews trace back to email, paper, and phone
If you want to see a new way to solve this problem, then this session is for you.
Mat Elliott from Nivo will share lessons from working with over 100 financial services companies to digitise customer facing processes, and dive into case studies with brands like CoOp bank, Barclays, and United Trust Bank, where Verified Identity Messaging has transformed NPS from minus figures to +90 and slashed timescales from weeks to hours.
13:00
Forum Focus
Join Steven Driver, Forecasting, Planning & Performance Manager from Leeds Building Society as he describes a winning partnership with Business Systems to implement Calabrio that has delivered significant improvements in their WFM and planning operations.
13:45
Keynote
Customer Insight and Planning in different industries. Chris Wilkinson, Head of Customer Operations at Leeds Bradford Airport and Elliot Farrell, Resource Planning Manager at Fresenius Kabi join us to share how planning principles have been leveraged outside of the contact centre environment.
14:30
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
14:30
Forum Focus
Can AI Truly Revolutionise Customer Experience?
Join Huw Jones, Director of Solutions Consulting at Verint, as he delves into the revolutionary impact of AI on employee and customer experience (CX). This session uncovers the practical steps and strategic insights necessary for integrating AI into CX initiatives. Huw will address the common challenges and highlight the critical success factors, emphasising the importance of aligning AI projects with clear business objectives. Attendees will gain a comprehensive understanding of how to leverage AI to enhance staff planning and nurturing, handle customer interactions, and drive business growth. Find out more
15:00
Collaboration Discussion
This session, led by The Forum team, will discuss building a Learning Culture personally, within your team and organisation. This is never easy and The Forum is here to support you with this focussing on building the learning habit, we will discuss the "Learning Pyramid" and the importance of this. We will then help you understand the next steps to deliver a culture of learning personally, in your team and across your organisation.
16:00
Endnote
Wrap up the day with a summary of learning and the announcements of prize winners from our Expo partners.
16:15
Close
Conference Agenda

2024 Autumn: #RaisingStandards

08:30
Registration opens
09:30
Opening Keynote
The Forum team discuss the value of benchmarking and share the results of our recent shrinkage benchmarking activity, with a contribution from our Gold sponsor QStory.
11:00
Networking
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
How to Empower Your Employees Through Coaching
Discover how to elevate agent performance and transform customer experience using coaching & 
real-time guidance. Join Nick Rowe from CallMiner to discover best practices for providing agents with immediate feedback, personalised coaching, and actionable insights to improve customer interactions on the spot.
11:30
Collaboration Discussion
Hear from participants in our Standards Benchmarking, Mike Blewitt, Head of Planning from Domestic & General, and Mark Henderson, Head of Workforce Planning at NHS BSA. Followed by a discussion on customer metrics.
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 Steven Driver, Forecasting, Planning & Performance Manager from Leeds Building Society as he describes a winning partnership with Business Systems to implement Calabrio that has delivered significant improvements in their WFM and planning operations.
13:00
Networking Lunch
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Lunch will be served.
90% of bad Trustpilot reviews trace back to email, paper, and phone
If you want to see a new way to solve this problem, then this session is for you.
Mat Elliott from Nivo will share lessons from working with over 100 financial services companies to digitise customer facing processes, and dive into case studies with brands like CoOp bank, Barclays, and United Trust Bank, where Verified Identity Messaging has transformed NPS from minus figures to +90 and slashed timescales from weeks to hours.
13:45
Keynote
Customer Insight and Planning in different industries. Chris Wilkinson, Head of Customer Operations at Leeds Bradford Airport,Elliot Farrell, Resource Planning Manager at Fresenius Kabi and Nic Johnson, AWS Support Centre Manager at e.on Network Solutions join us to share how planning principles have been leveraged outside of the contact centre environment.
14:30
Networking 
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
Can AI Truly Revolutionise Customer Experience?
Join Huw Jones, Director of Solutions Consulting at Verint, as he delves into the revolutionary impact of AI on employee and customer experience (CX). This session uncovers the practical steps and strategic insights necessary for integrating AI into CX initiatives. Huw will address the common challenges and highlight the critical success factors, emphasising the importance of aligning AI projects with clear business objectives. Attendees will gain a comprehensive understanding of how to leverage AI to enhance staff planning and nurturing, handle customer interactions, and drive business growth. Find out more
15:00
Collaboration Discussion
This session, led by The Forum team, will discuss building a Learning Culture personally, within your team and organisation. This is never easy and The Forum is here to support you with this focussing on building the learning habit, we will discuss the "Learning Pyramid" and the importance of this. We will then help you understand the next steps to deliver a culture of learning personally, in your team and across your organisation.
16:00
Endnote
Wrap up the day with a summary of learning and the announcements of prize winners from our Expo partners.
16:15
Close

Exhibitors

Exhibitors - order your AV equipment for your stand using this form.

Speakers

Phil Anderson
Director
The Forum
Simon Beck
Chief Revenue Officer
QStory
Mike Blewitt
Head of Planning
Domestic & General
Scott Budding
Mgr Sales Engineering
Calabrio
Alison Conaghan
Customer Operations Specialist
The Forum
 Steven Driver
Forecasting, Planning & Performance Manager
Leeds Building Society
Mat Elliott
Co-Founder
Nivo
Elliot Farrell
Resource Planning Manager
Fresenius Kabi
Mark Henderson
Head of Workforce Planning
NHS BSA
Nic Johnson
AWS Support Centre Manager
e.on Network Solutions
Huw Jones
Director, Solution Consulting
Verint
Chris Rainsforth
Director
The Forum
Ian Robertson
Customer Operations Specialist
The Forum
Nick Rowe
Analytics Lead (EMEA)
CallMiner
Alex Stenton-Hibbert
Account Director
Business Systems
Dave Vernon
Director
The Forum
Donna Whyman
Customer Operations Specialist
The Forum
Chris Wilkinson
Head of Customer Operations
Leeds Bradford Airport

Venue

Delta by Marriott - Nottingham Belfry Hotel 
Mellors Way off Woodhouse Way
Nottingham, NG8 6PY
We have agreed a special rate with the hotel of £130.00 per night. to secure this rate please use this link.
Booking direct without the link may result in lack of access to available rooms.

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 2024 Autumn: #RaisingStandards or email events@theforum.social.