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How can we prepare ourselves for whatever happens? How can we think forward and be confident with our best next decisions?

Hear from The Forum’s team of Specialists as they each share their inspiration thoughts on how to Shape the Future. 45mins

Even with the best schedule, things often don't go according to plan! Learn how Sabio's Mission Control can compliment your Genesys Cloud solution to support your real-time management process. We'll take you through delivering on-the-fly skill and routing changes, as well as the upcoming 'Dynamic SLA Routing' feature which automatically reskills, based on SLA performance. 45mins

Re-visit the Planning and Improvement cycle to hear how to create and implement your strategy more effectively. Improve your operational effectiveness along with key strategic decisions and the develop your influencing skills. 45mins

In this session, Business Systems is joined by Zen Internet to discuss Zen’s Workforce Engagement Management transformation journey and how the business has improved employee engagement, customer experience, efficiencies and time savings through the right partnership and Workforce Management solution. 45mins

Learn the latest best practice and hear practical examples from our members, as we bring to life how to increase flexibility and improve work-life-balance. Understand how to apply the flexibility matrix to describe contract hours, shift templates, time in office and time out of office variances. 45mins

In this workshop we will compare and contrast real life targets provided by our community and discuss are these the right targets? How do these compare with your organisation? Finally, we will discuss how does a real time/intraday planner know they are doing a good job? 60mins

In this keynote we will be linking up with Vux World Live and Kane Simms to discuss all things AI. What does this mean for our roles, organisations, colleagues, and customers? What are the risks and opportunities? What do we need to be doing now to prepare for the future? 45mins

Shrinkage remains an enduring problem. Not that shrinkage is a problem, but the understanding of shrinkage is a significant problem. Average, false industry standards and bad habits hold back our understanding often leaving this as a problem for planning teams to manage. 90mins

It's tough out there in the CX space - customer demands are growing faster than your budget and resources, but you still need to deliver the level of service they expect. To keep up with demand, organisations are turning to AI and CX Automation, and enjoying unrivalled CX potential that delivers enterprise-wide benefits. Hear from our partners Verint as they share new ideas. 45mins

What are the essential elements to a best practice forecast? This keynote will explore how we can learn from the past to shape the future with scenario models and if-then forecasts. Hearing from a range of members from across the industry. 45mins

In this keynote, we'll dive into the complex world of bias. Helping you to understand how biases may shape decisions or lead us to wrong conclusions. We will explore common mistakes to avoid and how understanding communication biases can help us get our message across. 45mins

Consumer Duty is forcing many regulated companies to focus on delivering the right outcomes for their customers. But whatever our industry this needs to be a priority. In this keynote we will explore techniques to better understand our end to end journeys and create a quality and improvement framework that will help us deliver the right customer outcomes. 45mins

Hear from The Forum or our members on a key topic. 45mins