2024 Spring Customer Strategy & Planning Conference 
(In-person)

Learn WHY we need to keep “Raising Standards in Customer Operations" 

Tuesday 23rd April 2024, Mercure Manchester Piccadilly Hotel

Specifically designed

Our annual flagship conference for industry professionals

Our flagship Conference, this highly rated event is far more than just a conference. Designed specifically to focus on the hot topics within the industry and thought leadership whilst also delivering practical skills with new ways of thinking that will enhance you as a person.
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Outline Agenda

Customer Strategy & Planning

08:30
Registration opens
09:30
Conference Opening Keynote
Introduction from The Forum Team and Opening Keynotes including Chris Lindley from Barclays UK and Graeme Gabriel and Colin Field from our Gold Sponsor NICE.
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 from injixo on a key topic.
11:10
Collaboration Discussion
Influencing skills are critical to shaping the future. In this interactive collaboration session we will be exploring different influencing techniques. Learning from magicians and applying some of these techniques to our own roles. Warning: This session contains scenes of mild peril and a lot of biscuits.
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 this 20-minute presentation from Verint on a key topic.
13:00
Networking Lunch
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Lunch will be served.
Join this 20-minute presentation from Callminer on a key topic.
13:45
Keynote
Hear from our guest speakers including Calabrio and Kane Simms from VuxWorld.
14:30
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 from Sabio on a key topic.
15:10
Collaboration Discussion
An interactive session which gives you the chance to speak to members on a topic of discussion with Graeme and Colin from NICEIan Chappell from Centrical and Dawn Wray from The Listening Collective.
16:00
Keynote
Hear from our members on the future of customer operations. Wrap up the day with a summary of learning and the announcements of prize winners from our Expo partners.
16:25
Conference close
Conference Agenda

Community Conference

08:30
Registration Opens
09:30
Conference Opening Keynote
Introduction from The Forum Team and Opening Keynotes including Graeme Gabriel and Colin Field from our Gold Sponsor NICE.
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 from injixo on a key topic.
11:10
Collaboration Discussion
Influencing skills are critical to shaping the future. In this interactive collaboration session we will be exploring different influencing techniques. Learning from magicians and applying some of these techniques to our own roles. Warning: This session contains scenes of mild peril and a lot of biscuits.
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 from Verint on a key topic.
13:00
Forum Focus
Join this 20-minute presentation from Callminer on a key topic.
13:45
Keynote
Hear from our guest speakers including Calabrio and Kane Simms from VuxWorld.
14:30
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
15:10
Collaboration Discussion
An interactive session which gives you the chance to speak to members on a topic of discussion with Graeme and Colin from NICE, Ian Chappell from Centrical and Dawn Wray from The Listening Collective.
16:00
Keynote
Hear from our members on the future of customer operations. Wrap up the day with a summary of learning and the announcements of prize winners from our Expo partners.
16:25
Conference close

Speakers

Phil Anderson
CEO
The Forum
Simon Broadbent
Senior Vice President
NICE Systems
Scott Budding
Manager, Sales Engineering (UK & EMEA)
Calabrio
Ian Chappell
Director of Consulting (International)
Centrical
Alison Conaghan
Customer Operations Specialist
The Forum
Colin Field
WFO Solutions Consultant
NICE Systems
Graeme Gabriel
WFO Solutions Consultant
NICE Systems
Huw Jones
Director, Solution Consulting
Verint
Chris Lindley
WFM Director
Barclays UK
Chris Rainsforth
Director of Learning & Innovation
The Forum
Ian Robertson
Customer Operations Specialist
The Forum
Kane Simms
Founder
Vux World
Meet Kane
Dave Vernon
Director of Membership &
 Best Practice
The Forum
Donna Whyman
Customer Operations Specialist
The Forum
Dawn Wray
Psychotherapist and Coach
The Listening Collective

Exhibitors

Venue

Mercure Manchester Piccadilly Hotel
Portland Street
Manchester, M1 4PH
We have no preferential rates with the venue this year. Currently their rooms are priced at £145 pppn*. Please contact them directly to book.

Alternatively, there are numerous other hotels in the area to suit all budgets eg Premier Inn, Double Tree by Hilton, Travelodge, easyHotel, Radisson etc. all within easy walking distance.

* Price correct at time of writing

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 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 Customer Strategy & Planning conferences and Awards celebration.