2024 Autumn: #RaisingStandards
(Virtual)

Learn HOW you can apply “Best Practice”

14th - 18th October 2024

Online conference

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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Agenda

2024 Autumn: #RaisingStandards

09:30
Coaching with a difference
The Listening Collective provides 'coaching with a difference' to people in Organisations. The difference being that their coaches are also trained psychotherapists. They are offering a limited number of FREE 30 minute confidential coaching sessions throughout the Conference. 

If you want to know more about what they do, you can check them out here

Monday 14th Oct
Tuesday 15th Oct
Wednesday 16th Oct
Thursday 17th Oct
Friday 18th Oct
09:30
Planning Keynote
Insight Keynote
Operational Improvement Keynote
Structuring your Team
How many people should be in your Resource Planning team? What are the industry standard ratios? Why we need to understand the value and difference we are making. 45mins
The Science of Influencing & Understanding
When does quantitative MI cross over to qualitative MI? Usually when we cut down the forest to expose the flower hidden underneath. 45mins
No More Siloes
Operational Improvement can only truly happen we come together to deliver the common goal, often disjointed objectives mean we compete rather than collaborate. 45mins
10:30
Opening Keynote
Interactive Keynote
Panel Discussion
Panel Discussion
Keynote
Shaping the Future
This year we challenged you to Shape Your Future, but is the future already here? 45mins
Forecasting & Capacity Planning
Join this session with thought leadership and open discussion. 60mins
Machine Learning & AI
Join this session with thought leadership and open discussion. 60mins
Complaints Handling
In this panel discussion we will be exploring complaints handling and how we can use the insight and knowledge gained from this to reduce complaints and improve customer satisfaction. 
60mins
Presentation Skills
Top 25 tips for audio visual excellence. 60mins
12:30
Panel Discussion
Technology Showcase
Technology Showcase
Endnote
Standards Benchmarking
Hear from members who have completed the Standards Benchmarking process to understand how they approached the self-assessment process and implemented change from their learning. 45mins
Calabrio
Join us for Calabrio's Tech Showcase, where Scott Budding from Calabrio will deliver a tailored, in-depth demo of the Calabrio ONE suite. Experience first-hand how Calabrio's latest innovations in AI-driven analytics, real-time insights, and intelligent automation will empower your organisation to deliver exceptional customer experiences while prioritising agent well-being. 45mins

Hear from one of our partners as they share new ideas. 45mins
Shaping the Future with Action
Our theme for 2024 is Shaping the Future, stimulating ideas, sharing inspiring case studies and learning practical takeaways to start doing something different. 45mins
13:30
Forum Showcase
Interactive Keynote
Panel Discussion
Interactive Keynote
Learning & Development with The Forum
Hear from Chris and Dave, Directors at The Forum as they take you through some of the learning journeys of our members and how our cloud-based Learning Management System is enhancing the learner experience. 
45mins
Scheduling
Strategic People management, not administrating shifts! Learn how to lift yourself out of the admin, endless emails and ad-hoc changes to create a sustainable scheduling environment. 
60mins
Data Governance 
Establish accountability structure, process, technologies and culture to manage data, security, risk and compliance. 
60mins 
Operational Improvement Whatever Your Budget
How do we improve if we don’t have the resources, the budget or the technology to do so? 
60mins
15:00
Panel Discussion
Interactive Keynote
Panel Discussion
Real-Time
Key ingredients for a successful and effective real-time team.
 Hear from eBay and Monzo Bank. 60mins
Top Tips for ChatGPT
Unlock the full potential of Generative AI tools, like ChatGPT, to elevate your performance and productivity to new heights. 60mins
Learning & Training
Join this session with thought leadership and open discussion. 60mins
Conference Agenda

Community Conference

Coaching with a difference
The Listening Collective provides 'coaching with a difference' to people in Organisations. The difference being that their coaches are also trained psychotherapists. They are offering a limited number of FREE 30 minute confidential coaching sessions throughout the Conference. 

If you want to know more about what they do, you can check them out here

Monday 14th Oct
10.30
Opening Keynote
Shaping the Future
This year we challenged you to Shape Your Future, but is the future already here? 45mins
12:30
Panel Discussion
Standards Benchmarking
Hear from members who have completed the Standards Benchmarking process to understand how they approached the self-assessment process and implemented change from their learning. 45mins
13:30
Forum Showcase
Learning & Development with The Forum
Hear from Chris and Dave, Directors at The Forum as they take you through some of the learning journeys of our members and how our cloud-based Learning Management System is enhancing the learner experience. 45mins
Tuesday 15th October
09:30
Planning Keynote
Structuring your Team
How many people should be in your Resource Planning team? What are the industry standard ratios? Why we need to understand the value and difference we are making. 45mins
10:30
Interactive Keynote
Forecasting & Capacity Planning
Join this session with thought leadership and open discussion. 90mins
12:30
Technology Showcase
Calabrio
Join us for Calabrio's Tech Showcase, where Scott Budding from Calabrio will deliver a tailored, in-depth demo of the Calabrio ONE suite. Experience first-hand how Calabrio's latest innovations in AI-driven analytics, real-time insights, and intelligent automation will empower your organisation to deliver exceptional customer experiences while prioritising agent well-being. 45mins
13:30
Interactive Keynote
Scheduling
Strategic People management, not administrating shifts! Learn how to lift yourself out of the admin, endless emails and ad-hoc changes to create a sustainable scheduling environment. 60mins
15:00
Workshop
Real-Time
Key ingredients for a successful and effective real-time team. Hear from eBay and Monzo Bank. 60mins
Wednesday 16th October
09:30
Insight Keynote
The Science of Influencing & Understanding
When does quantitative MI cross over to qualitative MI? Usually when we cut down the forest to expose the flower hidden underneath. 45mins
10:30
Panel Discussion
Machine Learning & AI
Join this session with thought leadership and open discussion. 60mins
12:30
Technology Showcase
Hear from one of our partners as they share new ideas. 45mins
13:30
Panel Discussion
Data Governance 
Establish accountability structure, process, technologies and culture to manage data, security, risk and compliance. 60mins
15:00
Interactive Keynote
Top Tips for ChatGPT
Unlock the full potential of Generative AI tools, like ChatGPT, to elevate your performance and productivity to new heights. 60mins
Thursday 17th October
09:30
Operational Improvement Keynote
Operational Improvement can only truly happen we come together to deliver the common goal, often disjointed objectives mean we compete rather than collaborate. 45mins
10:30
Panel Discussion
Complaints Handling
In this panel discussion we will be exploring complaints handling and how we can use the insight and knowledge gained from this to reduce complaints and improve customer satisfaction. 60mins
13:30
Interactive Keynote
Operational Improvement Whatever Your Budget
How do we improve if we don’t have the resources, the budget or the technology to do so? 60mins
15:00
Panel Discussion
Learning & Training
Join this session with thought leadership and open discussion. 60mins
Friday 18th October
10:30
Interactive Keynote
Presentation Skills
Top 25 tips for audio visual excellence. 60mins
12:30
Endnote
Shaping the Future with Action
Our theme for 2024 is Shaping the Future, stimulating ideas, sharing inspiring case studies and learning practical takeaways to start doing something different. 45mins

Speakers

Phil Anderson
Executive Director
The Forum
Loz Beck
Tactical Planning Manager
Monzo Bank
Scott Budding
Mgr Sales Engineering
Calabrio
Chris Clarke
Global Head of Real Time
eBay
Alison Conaghan
Customer Operations Specialist
The Forum
Kayvan Nejabati Zenouz
Senior Data Scientist
Legal & General
Chris Rainsforth
Director
The Forum
Ed Rickaby
Demand Planning Manager
British Gas
Ian Robertson
Customer Operations Specialist
The Forum
Simon Scott
Customer Relations Manager
DAS
Dave Vernon
Director
The Forum
Donna Whyman
Customer Operations Specialist
The Forum

Prices & Booking

Places are free to members using member places in line with the level of membership. Extra places for each event can be purchased at £625 +VAT for in-person 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 conferences or email events@theforum.social.