2025 Best Practice
Programme Launch
Friday 24th January, 12pm

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
Keynote
Keynote
Raising Standards
Why a sustainable cycle of improvement is critical for individual, team and organisational success. 45mins
Future Customer Experience & Operational Improvement
45mins

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 in Resource Planning and the future opportunity. 45mins

25 Years of Innovation & Transformation
Learn from the Innovation & Transformation Awards. 45mins

10:30
Panel Discussion
Panel Discussion
Panel Discussion
Panel Discussion
Panel Discussion
Membership
Understanding the value of being part of a professional community. 45mins
The Future Role of the Team Leader
Hearing from the front-line Operational Team Leader. 45mins
Machine learning & AI
Learn how machine learning and AI is being used to advance action. 45mins
Forecasting
45mins
Telling a Story with Numbers
Hear from organisations who have transformed their approach to reporting and meetings. 45mins
12:30
Technology Showcase
Technology Showcase
Technology Showcase
Hear from our partner Business Systems as they share new ideas. 45mins
Hear from our partner Verint as they share new ideas. 45mins
Hear from our partner Calabrio as they share new ideas. 45mins
13:30
Panel Discussion
Keynote
Keynote
Panel Discussion
Endnote
Benchmarking
Understanding the true value of benchmarking and how to use comparisons to drive improvement. 45mins
Complaints Handling 45mins
Using Insight to Influence
Adapting styles for now and the future. 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
Panel Discussion
Keynote
The Learning Pyramid
Mandatory to Exploratory learning made easy. 45mins

Data Governance 
Hear how organisations approach data governance. 45mins
The Purpose of Real-Time
Understanding the foundations to Best Practice and Future opportunity. 45mins
15:30
Panel Discussion

Multi-Channel Planning 
45mins
Conference Agenda

Customer Strategy and Planning

Monday 24th March
09.30
Opening Keynote
Raising Standards
Why a sustainable cycle of improvement is critical for individual, team and organisational success. 45mins
10.30
Panel Discussion
Membership
Understanding the value of being part of a professional community. 45mins
12:30
Technology Showcase
Hear from our partner Business Systems as they share new ideas. 45mins
13:30
Panel Discussion
Benchmarking
Understanding the true value of benchmarking and how to use comparisons to drive improvement. 45mins
Tuesday 25th March
09.30
Keynote
Future Customer Experience & Operational Improvement
 45mins
10:30
Panel Discussion
The Future Role of the Team Leader
Hearing from the front-line Operational Team Leader. 45mins
13:30
Keynote
Complaints Handling
45mins
14:30
Panel Discussion
The Learning Pyramid
Mandatory to Exploratory learning made easy. 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
Hear from our partner Verint as they share new ideas.  45mins
13:30
Keynote
Using Insight to Influence
Adapting styles for now and the future. 45mins
14:30
Panel Discussion
Data Governance 
Hear how organisations approach data governance. 45mins
Thursday 27th March
09.30
Keynote
25 Years of Raising Standards in Resource Planning and the future opportunity. 45mins
10:30
Panel Discussion
Forecasting
45mins
12:30
Technology Showcase
Hear from our partner Calabrio as they share new ideas.  45mins
13:30
Panel Discussion
Raising Standards with Shift Reviews
Developing a future proof strategy to drive learning and lead flexibility. 45mins
14:30
Keynote
The Purpose of Real-Time
Understanding the foundations to Best Practice and Future opportunity. 45mins
15:30
Panel Discussion
Multi-Channel Planning
45mins
Friday 28th March
09.30
Keynote
25 Years of Innovation & Transformation
Learn from the Innovation & Transformation Awards. 45mins
10:30
Panel Discussion
Telling a Story with Numbers
Hear from organisations who have transformed their approach to reporting and meetings. 45mins
13:30
Endnote
Raising Standards
Closing the week with practical tips on how to use learning to drive action and raise standards. 45mins

Speakers

Phil Anderson
CEO
The Forum
Alison Conaghan
Specialist
The Forum
Chris Rainsforth
Director
The Forum
Ian Robertson
Specialist
The Forum
Dave Vernon
Director
The Forum
Donna Whyman
Specialist
The Forum

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 £295 +VAT for virtual.

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 or email events@theforum.social.