2025 Best Practice Guide
Raising Standards

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.
Gold Sponsor
SilverPlus Sponsors
Silver Sponsors
Outline Agenda

Customer Strategy & Planning

08:30
Registration opens
09:30
Conference Opening Keynote
Introduction from The Forum Team and Opening Keynotes from Nick Lane, MD Service – Consumer Division at BT Group, Adrian Hawes, Director at Select Planning and Graeme Gabriel and Colin Field from our Gold Sponsor NICE.
10:50
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 Sabio on a key topic.

11:30
Collaboration Discussion
A discussion led session with interactive and thought-provoking exercises hosted by Lou Carter,  Founder at Rising Vibe. 

12:30
Networking Lunch
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Lunch will be served. (See menu below)
Join this 20-minute presentation from our partner CallMiner 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. (See menu below)
Join this 20-minute presentation from our partner Calabrio on a key topic.
13:45
Panel Discussion
Raising Standards for Customers
A panel discussion with Busola Akinsola, Head of Planning at The Open University and Anita Yandell-Jones, Chief Customer Officer at ecotricity.
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 our partner Centrical on a key topic.
15:00
Collaboration Discussion
It’s a 43,252,003,274,489,856,000, to 1 chance but it just might work!
An interactive session lead by Phil Anderson and Ian Robertson. Take the opportunity to be part of an energetic, engaging and memorable challenge.
15:30
Endnote
Wrap up the day with a summary of learning and the announcements of prize winners from our Expo partners.
16:15
Conference close
Conference Agenda

Community Conference

08:30
Registration Opens
09:30
Conference Opening Keynote
Introduction from The Forum Team and Opening Keynotes from Nick Lane, MD Service – Consumer Division at BT Group, Adrian Hawes, Director at Select Planning and and Graeme Gabriel and Colin Field from our Gold Sponsor NICE.
10:50
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
10:50
Forum Focus
Join this 20-minute presentation from our partner Sabio on a key topic.
11:30
Collaboration Discussion
A discussion led session with interactive and thought-provoking exercises hosted by Lou Carter, Founder at Rising Vibe. 
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 our partner CallMiner on a key topic.
13:00
Forum Focus
Join this 20-minute presentation from our partner Calabrio on a key topic.
13:45
Panel Discussion
Raising Standards for Customers
A panel discussion with Busola Akinsola, Head of Planning at The Open University and Anita Yandell-Jones, Chief Customer Officer at ecotricity.
14:30
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
14:30
Forum Focus
Join this 20-minute presentation from our partner Centrical on a key topic.
15:00
Collaboration Discussion
It’s a 43,252,003,274,489,856,000, to 1 chance but it just might work!
An interactive session lead by Phil Anderson and Ian Robertson. Take the opportunity to be part of an energetic, engaging and memorable challenge.
15:30
Endnote
Wrap up the day with a summary of learning and the announcements of prize winners from our Expo partners.
16:15
Conference close

Speakers

Busola Akinsola
Head of Planning
The Open University
Phil Anderson
CEO
The Forum
Lou Carter
Founder
Rising Vibe
Alison Conaghan
Customer Operations Specialist
The Forum
Colin Field
Pre Sales Engineer
NICE
Graeme Gabriel
WFO Solutions Consultant
NICE
Adrian Hawes
Director
Select Planning
Nick Lane
MD Service – Consumer Division
BT Group
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
Anita Yandell-Jones
Chief Customer Officer
ecotricity

Exhibitors

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.