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. Chris Lindley, Barclays will be talking about how the span of planning has grown out of the contact centre, and how to become an enterprise planning department operating across Contact Centre, Back Office and Branch utilising one planning tool. Graeme Gabriel & Colin Field, NICE will be discussing data sources, containment and fallout in digital channels. Dawn Wray, The Listening Collective will be looking at what this session content means for our people.

10:30

Networking

Forum Focus

Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.

Debunking some urban myths about WFM software

Think you know what ‘good’ looks like when it comes to WFM software? It’s time to debunk some myths. Are all cloud platforms the same? AI-based WFM - fact or fiction? Scheduling a multi-skill workforce - is simulation the only way to go? Agent engagement needs an agent app, right? Some WFM tools are just a stepping stone from spreadsheets - true or false? Join this 20-minute presentation from injixo.

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.

Location Location Location: How 5CA Manages 100% Remote Workforce With Verint WFM

Meet 5CA: this forward-thinking CX company works 100% remotely via a time-tested remote operating model, which allows them to source and deploy the best talent from around the world.

Join 5CA’s Jelmer IJbema to explore how 5CA empowers employees with flexibility and self-scheduling, managing different schedules, payrolls, and more from all across the globe thanks to automation and AI augmentation. With Verint Workforce Management, the 5CA story is a triumph of forward-thinking strategy and provides a model for what is truly possible in employee and customer experience.

13:00

Networking Lunch

Forum Focus

Your chance to meet with other members and spend time in the Expo area. Lunch will be served.

The balancing act: QA efficiency, agent satisfaction, and CX

Join Mark Lockyer and Ben Harper, CallMiner for a LIVE demo and interactive session showcasing how to enhance QA efficiency, agent satisfaction, and customer experience, to ensure happier employees, lower costs, increased compliance, and satisfied customers.

13:45

Keynote

AI is the hot topic but are we really embracing it within our customer operations, are we ambitious enough or are we focussed too much on low hanging fruit. Join Kane Simms from VUX World, Scott Budding, Calabrio and Chris Rainsforth as they discuss the reality that artificial intelligence can deliver and demystify some of the benefits, risks and challenges AI provides and users experience.

14:30

Networking

Forum Focus

Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.

Unlock the potential of your current WFM Solution

Find out how to optimise your WFM solution to maximise its benefit and realise operational efficiencies. We will take you through a real-life case to show how a large multi-national organisation has used WFM optimisation to reap sizeable and tangible business benefits.

Secondly, we will be sharing an example of how to enhance the Genesys WEM capability to overcome the time-off challenges that many organisations experience. In this session you will learn best practices that you can apply to your organisation to support improvements to planning processes. Join this 20-minute from Sabio.

15:10

Collaboration Discussion

Being intentional with change, turning ideas into action. Powered by purpose. Creating an action plan and shaping your future. Taking responsibility for your next step. This final collaboration session will provide you with the tools to shape your future.

-The Forums’ Phil Anderson & Chris Rainsforth will help you to crystalise your ideas from the day to prioritise your best next action.

- Dawn Wray, The Listening Collective, will help you to shape your thinking, drawing out your journey to put your ideas into action and improvement.

- Ian Chappell, Centrical, will power your intentions with purpose and the confidence to own your goals and take responsibility to keep on doing something different.

16:00

Keynote

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