2025 Best Practice Guide
Raising Standards

2025 #RaisingStandards
(In-person)

Learn HOW you can apply “Best Practice”

Wednesday 5th November 2025, Coventry Building Society Arena

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”.
Gold Sponsor
SilverPlus Sponsor
Silver Sponsors
Conference Agenda

2025 Autumn: #RaisingStandards

08:30
Registration opens
09:30
Conference Opening Keynote
Introduction from The Forum team to get you ready for a full day of learning and Opening Keynotes from our Gold Sponsor Verint and James Stewart, eBay.
10:45
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 our partner CallMiner on a key topic.

11:30
Interactive Workshop
A discussion led session with interactive and thought-provoking exercises hosted by Dawn Wray, The Listening Collective
12:30
Networking Lunch
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Lunch will be served.
Unwrapping Contact Centre Insights
Many organisations using contact centre platforms only realise a fraction of their data’s potential, relying on native dashboards that often lead to siloed insights, limited customisation, and manual workarounds to get data into a decision-ready state. In this presentation, Sabio’s Daisy O’Grady will discuss how integrating contact centre data into a broader data strategy can unlock faster, more strategic insights, while driving more value from your organisations solutions. By enabling BI teams with access to clean, structured data and CX domain expertise, organisations can drive greater value, agility, and long-term ownership of their contact centre intelligence. Join this 20-minute presentation from our partner Sabio.
13:15
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 our partner EvaluAgent on a key topic.
13:45
Interactive Workshop
As we explore the Reflective Method and the Learning Pyramid, this session will focus on how utilising technology, understanding data and reflection help strengthen our knowledge and improve decision making. This interactive session is your chance to collaborate with peers, identify shared challenges, and co-create practical solutions that drive better outcomes for your people, your business, and your customers. Hosted by Chris Rainsforth and Scott Budding, Calabrio.
14:15
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 one of our partners on a key topic.
14:45
Interactive Workshop
How do we shift our perspective, so we broaden our knowledge, learning isn’t linear and sometimes we need step outside our immediate area of expertise and explore other functions, disciplines and even industries to understand different approaches to support better decision making and enable smarter outcomes. In this session we will continue our conversations and use the collaborative power of our community to ensure we take the right actions at the right time and focus on team development and future people planning.
16:15
Conference Endnote
Wrap up the day with a summary of learning and the announcements of prize winners from our Expo partners.
Conference Agenda

#RaisingStandards

08:30
Registration Opens
09:30
Conference Opening Keynote
Introduction from The Forum team and Opening Keynotes from our Gold Sponsor Verint and James Stewart, eBay.
10:45
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 20-minute presentation from our partner CallMiner on a key topic.
11:30
Interactive Workshop
A discussion led session with interactive and thought-provoking exercises hosted by Dawn Wray, The Listening Collective
12:30
Networking Lunch
Your chance to meet with other members and spend time in the Expo area. Lunch will be served.
12:45
Forum Focus
Unwrapping Contact Centre Insights
Many organisations using contact centre platforms only realise a fraction of their data’s potential, relying on native dashboards that often lead to siloed insights, limited customisation, and manual workarounds to get data into a decision-ready state. In this presentation, Sabio’s Daisy O’Grady will discuss how integrating contact centre data into a broader data strategy can unlock faster, more strategic insights, while driving more value from your organisations solutions. By enabling BI teams with access to clean, structured data and CX domain expertise, organisations can drive greater value, agility, and long-term ownership of their contact centre intelligence. Join this 20-minute presentation from our partner Sabio.
13:15
Forum Focus
Join this 20-minute presentation from our partner EvaluAgent on a key topic.
13:45
Interactive Workshop
As we explore the Reflective Method and the Learning Pyramid, this session will focus on how utilising technology, understanding data and reflection help strengthen our knowledge and improve decision making. This interactive session is your chance to collaborate with peers, identify shared challenges, and co-create practical solutions that drive better outcomes for your people, your business, and your customers. Hosted by Chris Rainsforth and Scott Budding, Calabrio.
14:30
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
14:35
Forum Focus
Join this 20-minute presentation from one of our partners on a key topic.
15:00
Interactive Workshop
How do we shift our perspective, so we broaden our knowledge, learning isn’t linear and sometimes we need step outside our immediate area of expertise and explore other functions, disciplines and even industries to understand different approaches to support better decision making and enable smarter outcomes. In this session we will continue our conversations and use the collaborative power of our community to ensure we take the right actions at the right time and focus on team development and future people planning.
16:15
Conference Endnote
Wrap up the day with a summary of learning and the announcements of prize winners from our Expo partners.

Speakers

Phil Anderson
Director
The Forum
Keith Barrow
Analytics Pre Sales Manager
Verint
Scott Budding
Manager, Sales Engineering UK & EMEA
Calabrio
Alison Conaghan
Customer Operations Specialist
The Forum
Jamie Harper
Account Executive
CallMiner
Huw Jones
Director
Verint
Daisy O'Grady
Lead Data Consultant
Sabio
Chris Rainsforth
Director
The Forum
Ian Robertson
Customer Operations Specialist
The Forum
James Stewart
Director of GCX Planning Solutions
eBay
Dave Vernon
Director
The Forum
Donna Whyman
Customer Operations Specialist
The Forum
Dawn Wray
Psychotherapist and Coach
The Listening Collective

Venue

Coventry Building Society Arena 
Judds Lane, Longford 
Coventry CV6 6AQ
Tel: 024 7693 3340

We have an allocation of bedrooms available for 4th November 2025 at a price of £163, bed and breakfast single occupancy.
The booking code for telephone bookings is 0411TA or book direct on the link below:

Important Travel Details
The day prior to the conference, 4th November, is a match day for Coventry City FC which will make access to the hotel difficult at certain times. Kick-off is at 19:45.
All of the surrounding areas, arena, hotel and car parks will be extremely busy from 2 hours before - 17:45. Once the match kicks off all areas go quiet.
From final whistle, approximately 21:30, the surrounding roads are closed for 1 hour to allow supporters to exit safely.

If you have booked to stay at the Arena hotel, please plan to arrive:
Before 17:45 or
Between 19:45 and 21:30

Free Pre-booked Parking
Book your parking at the Arena for free using booking code FORUM25

On the Day
Enter using the Main Corporate and Car Park D entrance 

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 2025 Autumn: #RaisingStandards or email events@theforum.social.