2025 Spring Customer Strategy & Planning Conference
(Virtual)

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

24th - 28th March 2025

Online conference

A virtual week packed full of inspiring speakers

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 (Virtual)

Monday 24th Mar

Tuesday 25th Mar

Wednesday 26th Mar

Thursday 27th Mar

Friday 28th Mar

09:30

Opening Keynote

Keynote

Keynote

Raising Standards

The Forum has spent 25 years building a vibrant, future-focused community that embraces change, disrupts complacency, and fuels innovation. As we look ahead to the next 25 years, the challenge isn’t just keeping up—it’s leading the way. Join us on this journey of continuous improvement, where we redefine what’s possible, break through limitations, and shape the future of business excellence. 45mins

Future Customer Experience & Operational Improvement

With all the talk of the contact centre of the future, what does that actually mean? Do we even know what the future will look like?

45mins

Insight Keynote: Cycle & Steps to Explainability

Using the Insight Cycle and 4-stages of Insight to share knowledge and engage the organisation. 45mins

25 Years of Raising Standards for Resource Planning

Resource planning has transformed from a support function into a key driver of business success over the last 25 years. This keynote takes a look at how it evolved from basic scheduling in the early 2000s to a data-driven, strategic powerhouse, especially after Covid forced businesses to rethink everything. If you want to see how Resource Planning became a game-changer and what’s next for the future, this is the keynote for you. 45mins

25 Years of Innovation & Transformation

Celebrating 25 years of the Innovation & Transformation Awards, this keynote takes a look back from a finalist and judges perspective. Discussing key industry shifts, from workforce flexibility and real-time analytics to automation and omnichannel experiences. We will also explore what the next 25 years of Raising Standards could look like. 45mins

10:30

Panel Discussion

Membership – The Value of a Professional Community

Talking with members Anglian Water Services, Aviva UKGI and PTSB and discussing how they get value from being part of a professional community and the items that gives them the most value for their teams, organisation and personally. 45mins

The Future Role of the Team Leader

What does the role of the Team Leader look like in the future, where do we need to invest and how can we make sure everyone feels supported? Martin Teasdale chats with Team Leaders. 45mins

Machine Learning & AI

Learn how machine learning and AI is being used to advance action. Hear from HGS, Eviden and boost.ai. 45mins

Forecasting

In this session we will be talking to Philip Stubbs, Partner at Atlantic Insight and co-winner of the 2024 VN1 forecasting competition who will be sharing tips and techniques and exploring the topic of Forecast Value Added. 45mins

Telling a Story with Numbers

Hear from organisations who have transformed their approach to reporting and meetings. 45mins

12:30

Technology Showcase

WFM Augmentation

AI and Robotic assistance are buzz words and topics amongst the industry at the moment. NICE will demonstrate how technology is supporting the operation, both from an agent experience viewpoint and an administrative and operational perspective. Practical application and examples of AI in the contact centre. 45mins

Moving from AI Experiments to AI Success in the Contact Centre and Beyond

Hear inspiring success stories from Verint customers who have transformed their operations with AI. Learn how they overcame challenges, achieved efficiencies, and delivered exceptional customer experiences. Discover practical steps to move from AI experiments to tangible successes, and gain insights for your own AI initiatives. 45mins

Driving the Next Chapter of WEM

Join Calabrio showcasing the latest innovations, enhanced capabilities, and strategic advancements in Calabrio ONE. Discover how their newest features are designed to elevate agent engagement, workforce optimisation, and analytics, helping organisations increase productivity, reduce attrition, and provide better sales and services to customers. 45mins

13:30

Panel Discussion

Keynote

Panel Discussion

Endnote

Benchmarking

Benchmarking isn’t about striving for arbitrary averages or mimicking others. It’s about understanding your unique context, asking the right questions, and using data to drive learning and better decisions. Hear from industry professionals are we discuss Service Level and Time (shrinkage) to develop a deeper understanding of these key planning assumptions. 45mins

Fix it or Face it: Contact Centre Complaints
Complaints are an unavoidable reality; we can address issues to reduce problems and understand root cause, but we need to excel in managing the inevitable complaints that will arise. 45mins

Using Insight to Influence
The value of insight comes from the action taken and decisions made. In this session we will be sharing influencing techniques to overcome inertia and ensure that your insight delivers value. 45mins

Raising Standards with Shift Reviews

Developing a future proof strategy to drive learning and lead flexibility. 45mins

Raising Standards

Closing the week with practical tips on how to use learning to drive action and raise standards. 45mins

14:30

Panel Discussion

Keynote

The Learning Pyramid

The Learning Pyramid is not a rigid, linear pathway but a dynamic framework that reflects the evolving nature of learning and development. We may move through the layers more fluidly depending on our immediate needs, in this panel discussion we will talk about how we can engage people in learning to develop themselves and our overall organisational capability. 45mins

Data Governance

One of the biggest challenges with data is accessibility and governance to ensure the right people use the right data. Hear from NHS Business Services Authority and Anglian Water on their data governance journey, bringing to life the challenge and opportunity of Data Governance.. 45mins

The Purpose of Real-Time

Understanding the foundations to Best Practice and Future opportunity for Real-Time teams. 45mins

15:30

Panel Discussion

Multi-Channel Planning

Hear from Trainline, Bet365 and Capita Regulated Services as they discuss the challenges they encounter planning for channels such as Back Office, Webchat and Asynchronous Chat and how they have overcome them. 45mins

Conference Agenda

Customer Strategy and Planning

Monday 24th March

09.30

Opening Keynote

Raising Standards

The Forum has spent 25 years building a vibrant, future-focused community that embraces change, disrupts complacency, and fuels innovation. As we look ahead to the next 25 years, the challenge isn’t just keeping up—it’s leading the way. Join us on this journey of continuous improvement, where we redefine what’s possible, break through limitations, and shape the future of business excellence. 45mins

10.30

Panel Discussion

Membership – The Value of a Professional Community

Talking with members Anglian Water Services, Aviva UKGI and PTSB and discussing how they get value from being part of a professional community and the items that gives them the most value for their teams, organisation and personally. . 45mins

13:30

Panel Discussion

Benchmarking

Benchmarking isn’t about striving for arbitrary averages or mimicking others. It’s about understanding your unique context, asking the right questions, and using data to drive learning and better decisions. Hear from industry professionals are we discuss Service Level and Time (shrinkage) to develop a deeper understanding of these key planning assumptions. 45mins

Tuesday 25th March

09.30

Keynote

Future Customer Experience & Operational Improvement

With all the talk of the contact centre of the future, what does that actually mean? Do we even know what the future will look like? 45mins

10:30

Panel Discussion

The Future Role of the Team Leader

What does the role of the Team Leader look like in the future, where do we need to invest and how can we make sure everyone feels supported? Martin Teasdale chats with Team Leaders. 45mins

12:30

Technology Showcase

WFM Augmentation

AI and Robotic assistance are buzz words and topics amongst the industry at the moment. NICE will demonstrate how technology is supporting the operation, both from an agent experience viewpoint and an administrative and operational perspective. Practical application and examples of AI in the contact centre. 45mins

13:30

Keynote

Fix it or Face it: Contact Centre Complaints

Complaints are an unavoidable reality; we can address issues to reduce problems and understand root cause, but we need to excel in managing the inevitable complaints that will arise. 45mins

14:30

Panel Discussion

The Learning Pyramid

The Learning Pyramid is not a rigid, linear pathway but a dynamic framework that reflects the evolving nature of learning and development. We may move through the layers more fluidly depending on our immediate needs, in this panel discussion we will talk about how we can engage people in learning to develop themselves and our overall organisational capability. 45mins

Wednesday 26th March

09.30

Keynote

Cycle & Steps to Explainability

Using the Insight Cycle and 4-stages of Insight to share knowledge and engage the organisation. 45mins

10:30

Panel Discussion

Machine Learning & AI

Learn how machine learning and AI is being used to advance action. 45mins

12:30

Technology Showcase

Moving from AI Experiments to AI Success in the Contact Centre and Beyond

Hear inspiring success stories from Verint customers who have transformed their operations with AI. Learn how they overcame challenges, achieved efficiencies, and delivered exceptional customer experiences. Discover practical steps to move from AI experiments to tangible successes, and gain insights for your own AI initiatives. 45mins

13:30

Keynote

Using Insight to Influence

The value of insight comes from the action taken and decisions made. In this session we will be sharing influencing techniques to overcome inertia and ensure that your insight delivers value. 45mins

14:30

Panel Discussion

Data Governance

One of the biggest challenges with data is accessibility and governance to ensure the right people use the right data. Hear from NHS Business Services Authority and Anglian Water on their data governance journey, bringing to life the challenge and opportunity of Data Governance.. 45mins

Thursday 27th March

09.30

Keynote

25 Years of Raising Standards for Resource Planning

Resource planning has transformed from a support function into a key driver of business success over the last 25 years. This keynote takes a look at how it evolved from basic scheduling in the early 2000s to a data-driven, strategic powerhouse, especially after Covid forced businesses to rethink everything. If you want to see how Resource Planning became a game-changer and what’s next for the future, this is the keynote for you. 45mins