2025 Spring Customer Strategy & Planning Conference 
(In-person)

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

Tuesday 29th April 2025, Grand Hotel Gosforth Park Newcastle

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 based on our theme.
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 one of our partners on a key topic.

11:10
Collaboration Discussion
A discussion led session with interactive and thought-provoking exercises hosted by The Forum Team 

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 one of our partners 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 one of our partners on a key topic.
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.
Join this 20-minute presentation from one of our partners on a key topic.
15:10
Collaboration Discussion
An interactive session lead. Take the opportunity to be part of an energetic, engaging and memorable challenge.
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
09:30
Conference Opening Keynote
Introduction from The Forum Team and Opening Keynotes based on our theme.
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 one of our partners on a key topic.
11:10
Collaboration Discussion
A discussion led session with interactive and thought-provoking exercises hosted by The Forum Team 
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 one of our partners on a key topic.
13:00
Forum Focus
Join this 20-minute presentation from one of our partners on a key topic.
13:45
Keynote
An engaging keynote from our guest speakers.
14:30
Forum Focus
Join this 20-minute presentation from one of our partners on a key topic.
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.
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

Speakers

Phil Anderson
CEO
The Forum
Alison Conaghan
Customer Operations Specialist
The Forum
Chris Rainsforth
Director of Learning & Innovation
The Forum
Ian Robertson
Customer Operations Specialist
The Forum
Dave Vernon
Director of Membership &
 Best Practice
The Forum
Donna Whyman
Customer Operations Specialist
The Forum

Venue

Grand Hotel Gosforth Park Newcastle
High Gosforth Park, 
Newcastle, NE3 5HN

We have negotiated a rate with the hotel of £99 incl VAT bed and breakfast (single occupancy).
As long as rooms are booked via our booking link guests are guaranteed rooms in the main part of the hotel, these are the better rooms and are being held for our event.
If you book via an alternative route we cannot guarantee that you will have access to the better rooms. In which case you may have a better experience booking into a nearby hotel.

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.

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 Spring Customer Strategy & Planning conferences and Awards celebration.