2025 Best Practice Guide
Raising Standards

2025 Spring Customer Strategy & Planning Conference
(Virtual) Select Your Sessions

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

24th - 28th March 2025

Gold Sponsor

Click on the links below each session to create a calendar invite which will have the link you need to watch live. 
You may need to allow pop-ups in your browser to allow this to happen. 
We will also send out the links for each day every morning of the virtual week.
If you have any questions, please contact events@theforum.social.

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
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
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
Panel Discussion
Panel Discussion
Panel Discussion
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. 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
Technology Showcase
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 45mins
13:30
Keynote
Keynote
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 standard. 45mins
14:30
Panel Discussion
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. 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
SilverPlus Sponsors
Silver Sponsors
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
Add to my calendar
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. 45mins
Add to my calendar
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
Add to my calendar
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
Add to my calendar
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
Add to my calendar
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
Add to my calendar
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
Add to my calendar
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
Add to my calendar
Wednesday 26th March
09.30
Keynote
Insight Keynote: Cycle & Steps to Explainability 
Using the Insight Cycle and 4-stages of Insight to share knowledge and engage the organisation. 45mins
Add to my calendar
10:30
Panel Discussion
Machine learning & AI
Learn how machine learning and AI is being used to advance action. 45mins
Add to my calendar
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

Add to my calendar
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
Add to my calendar
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
Add to my calendar
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
Add to my calendar
10:30
Panel Discussion
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
Add to my calendar
12:30
Technology Showcase
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
Add to my calendar
13:30
Panel Discussion
Raising Standards with Shift Reviews
Developing a future proof strategy to drive learning and lead flexibility. 45mins
Add to my calendar
14:30
Keynote
The Purpose of Real-Time
Understanding the foundations to Best Practice and Future opportunity. 45mins
Add to my calendar
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
Add to my calendar
Friday 28th March
09.30
Keynote
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
Add to my calendar
10:30
Panel Discussion
Telling a Story with Numbers
Hear from organisations who have transformed their approach to reporting and meetings. 45mins
Add to my calendar
13:30
Endnote
Raising Standards
Closing the week with practical tips on how to use learning to drive action and raise standards. 45mins
Add to my calendar