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 as he talks about A Question of Purpose…Does Customer Service Matter? (inspired by a 1970’s footballer, a 1990’s film, and a Prime Minister) 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
Raising standards does not happen without change!
We all know that change is crucial in business. Change allows organisations to adapt to evolving market conditions, remain relevant to their customers, foster innovation, improve efficiency, develop new skills within the workforce and ultimately achieve sustainable growth and success by staying ahead of competitors. Resisting change can lead to stagnation and potential decline. Collective change will not take place unless it happens at an individual level first. As leaders we must be able to take people with us, and challenge resistance in a healthy way. Let's look at how to do this! 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 QStory 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,Anita Yandell-Jones, Chief Customer Officer at ecotricity and Huw Jones, Director Solutions Consulting, Verint.
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 with Phil Anderson and Scott Budding, Manager Sales Engineering at Calabrio 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 as he talks about A Question of Purpose…Does Customer Service Matter? (inspired by a 1970’s footballer, a 1990’s film, and a Prime Minister) 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
Raising standards does not happen without change!
We all know that change is crucial in business. Change allows organisations to adapt to evolving market conditions, remain relevant to their customers, foster innovation, improve efficiency, develop new skills within the workforce and ultimately achieve sustainable growth and success by staying ahead of competitors. Resisting change can lead to stagnation and potential decline. Collective change will not take place unless it happens at an individual level first. As leaders we must be able to take people with us, and challenge resistance in a healthy way. Let's look at how to do this! 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, Anita Yandell-Jones, Chief Customer Officer at ecotricity and Huw Jones, Director Solutions Consulting at Verint.
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 with Phil Anderson and Scott Budding, Manager Sales Engineering at Calabrio 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
Scott Budding
Manager Sales Engineering
Calabrio
Lou Carter
Founder
Rising Vibe
Alison Conaghan
Customer Operations Specialist
The Forum
Colin Field
Pre Sales Engineer
NICE
Jim Fleming
WFO/WEM Solution Consultant
Sabio
Graeme Gabriel
WFO Solutions Consultant
NICE
Adrian Hawes
Director
Select Planning
Huw Jones
Director Solutions Consulting
Verint
Nick Lane
MD Service – Consumer Division
BT Group
Mark Lockyer
International Sales Director
CallMiner
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 a limited number of bedrooms now available at The Grand for £99 incl VAT bed and breakfast (single occupancy).

There is a Travelodge within walking distance – use the link below to book

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.