2026 Customer Strategy & Planning Conference (Virtual)
Choose your sessions

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

16th - 20th March 2026

Gold Sponsor

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Outline Agenda

Customer Strategy & Planning (Virtual)

Monday 16th Mar
Tuesday 17th Mar
Wednesday 18th Mar
Thursday 19th Mar
Friday 20th Mar
09:30
Keynote
Keynote
Keynote
Redefining Workforce Planning
This keynote challenges outdated thinking in Resource Planning and redefines forecasting, insight, scheduling and Real-Time as a single system of strategic intelligence. 45mins
Redefining Operational Improvement
Resetting Improvement explores how Quality, Learning, Knowledge and Continuous Improvement must evolve for a new era of customer operations, moving beyond legacy habits and outdated metrics toward adaptive frameworks, evidence‑based readiness and human‑centred performance that can thrive in the complexity of 2026 and beyond. 45mins
Redefining Data, Analytics & Insight
Resetting Insight explores how data, analytics and AI are moving from reporting to responsible, autonomous decision-making, and how organisations can embed insight directly into the systems that shape customer and colleague experiences. 45mins
10:30
Opening Keynote
Workshop Discussion
Workshop Discussion
Workshop Discussion
Workshop Discussion
Customer Strategy & Planning, Reset | Redefining
This keynote challenges leaders to press reset on outdated planning, metrics, and behaviours, and to start redefining what excellence in customer operations truly means. 45mins
Forecasting, Capacity Planning and Budgeting
Strategic, long-term, budget and near-term forecasts are not separate activities. They are layers of the same thinking system. AI, analytics and language models amplify that system. Human leadership gives it meaning, ethics and direction. 45mins
From Strategy to Action: Making Vision Meaningful for Team Leaders
Strategic vision only works when it translates into meaningful action at team level. In this keynote, Martin Teasdale explores the gap between organisational strategy and the day-to-day reality of team leaders and their teams. 45mins
Data Principles in a CCaaS World
This session highlights the essential principles needed to manage, govern, and activate data in a cloud‑native environment and discussed the differences from how data is presented from on premise platforms with expertise from Ben Willmott from Route 101 and Chris Dardis from SVL. 45mins
Understanding the people puzzle
Thought Leadership followed by a discussion, with Lee Houghton, Improvement Coach, Get Knowledge. 45mins
12:30
Technology Showcase
Technology Showcase
Technology Showcase
Hear from our Gold Sponsor Verint on a key topic. 45mins
From Excel to Execution: A New Way to Plan Capacity
Most contact centres still rely on spreadsheets to plan capacity and staffing, even though the pace of change has outgrown static models. In this 45-minute joint technology workshop, Aspect and Cinareo will show why moving beyond Excel is no longer optional, and what good capacity planning discipline looks like in practice. 45mins
Hear from our partner QStory on a key topic.  45mins
13:30
Technology Showcase
Workshop Discussion
Workshop Discussion
Workshop Discussion
Endnote
Hear from our partner Hiya on a key topic. 45mins
Redefining Scheduling
To prepare for the future of AI-driven scheduling, organisations must shift from control to design, from discretion to governance, and from firefighting to readiness, developing planners as system stewards, leaders as culture architects, and employees as responsible participants in a shared, transparent workforce ecosystem. 45mins
Why Emotional Intelligence & Feedback Are the Missing Links in Call Centre Leadership
In many call centres, people are promoted because they are technically good at the job. They understand the systems, they hit targets, and they perform well under pressure. But when they step into leadership, they are rarely supported to develop the skills they need to lead people effectively. With Lou Carter, Founder, Rising Vibe. 45mins
Opensource Tooling & Methods
Whilst Excel remains the original example of “Open Source Tooling” in our industry it does come with its limitations. In this session we will discuss how tools such as “Python” “R” and “Shiny” can be utilised within planning and insight and the benefits they can bring. This session will feature expert input from Phil Stubbs from Atlantic Insight and Ed Rickaby at British Gas. 45mins
Conference summary. 45mins
14:30
Workshop Discussion
Workshop Discussion
Workshop Discussion
Workshop Discussion
Benchmarking
This keynote will bring our latest benchmarking to life, not as a set of “industry standards,” but as a catalyst for insight, challenge and learning. 45mins
How effective outsource partnerships work through effective governance
A case study from Firstsource and DFS followed by a presentation on Outsource Best Practice Framework including:
 - Measures & Metrics moving away from “Watermelon” Service Levels
 - Balancing Partnerships with Structured Governance
 - Outcome-Based Commercial Structures. 45mins
Automated Quality gives us the chance to reset what QA exists to do. This session looks beyond automation as efficiency, and instead explores how redefining the QA role can unlock greater value, shifting focus from checking interactions to shaping performance, insight and outcomes. 45mins
Why a ‘reset’ in vulnerability customer service is necessary now
In this session, Helen Pettifer will explore why traditional approaches to vulnerability are no longer fit for today’s customer landscape. Vulnerability has not simply increased — it has changed in nature, complexity and visibility. 45mins
15:30
Workshop Discussion

Redefining Real-Time
Organisations that invest only in automation will create faster operations. Organisations that invest in people + AI + learning cultures will create smarter, fairer, and more resilient systems. 45mins
Conference Agenda

Customer Strategy and Planning

Monday 16th March
10.30
Opening Keynote
Customer Strategy & Planning, Reset | Redefining
This keynote challenges leaders to press reset on outdated planning, metrics, and behaviours, and to start redefining what excellence in customer operations truly means. 45mins

Add to Calendar
12:30
Technology Showcase
Hear from our Gold Sponsor Verint on a key topic. 45mins

Add to Calendar
13:30
Technology Showcase
Hear from our partner Hiya on a key topic. 45mins

Add to Calendar
14:30
Workshop Discussion
Benchmarking
This keynote will bring our latest benchmarking to life, not as a set of “industry standards,” but as a catalyst for insight, challenge and learning. 45mins

Add to Calendar
Tuesday 17th March
09.30
Keynote
Redefining Workforce Planning
This keynote challenges outdated thinking in Resource Planning and redefines forecasting, insight, scheduling and Real-Time as a single system of strategic intelligence. 45mins

Add to Calendar
10:30
Workshop Discussion
Forecasting, Capacity Planning and Budgeting
Strategic, long-term, budget and near-term forecasts are not separate activities. They are layers of the same thinking system. AI, analytics and language models amplify that system. Human leadership gives it meaning, ethics and direction. 45mins

Add to Calendar
12:30
Technology Showcase
From Excel to Execution: A New Way to Plan Capacity
Most contact centres still rely on spreadsheets to plan capacity and staffing, even though the pace of change has outgrown static models. In this 45-minute joint technology workshop, Aspect and Cinareo will show why moving beyond Excel is no longer optional, and what good capacity planning discipline looks like in practice.

Add to Calendar
13:30
Workshop Discussion
Redefining Scheduling
To prepare for the future of AI-driven scheduling, organisations must shift from control to design, from discretion to governance, and from firefighting to readiness, developing planners as system stewards, leaders as culture architects, and employees as responsible participants in a shared, transparent workforce ecosystem. 45mins

Add to Calendar
14:30
Workshop Discussion
How effective outsource partnerships work through effective governance
A case study from Firstsource and DFS followed by a presentation on Outsource Best Practice Framework including:
 - Measures & Metrics moving away from “Watermelon” Service Levels
 - Balancing Partnerships with Structured Governance
 - Outcome-Based Commercial Structures. 45mins

Add to Calendar
15:30
Workshop Discussion
Redefining Real-Time
Organisations that invest only in automation will create faster operations. Organisations that invest in people + AI + learning cultures will create smarter, fairer, and more resilient systems. 45mins

Add to Calendar
Wednesday 18th March
09.30
Keynote
Redefining Operational Improvement
Resetting Improvement explores how Quality, Learning, Knowledge and Continuous Improvement must evolve for a new era of customer operations, moving beyond legacy habits and outdated metrics toward adaptive frameworks, evidence‑based readiness and human‑centred performance that can thrive in the complexity of 2026 and beyond. 45mins

Add to Calendar
10:30
Workshop Discussion
From Strategy to Action: Making Vision Meaningful for Team Leaders
Strategic vision only works when it translates into meaningful action at team level. In this keynote, Martin Teasdale explores the gap between organisational strategy and the day-to-day reality of team leaders and their teams. 45mins

Add to Calendar
12:30
Technology Showcase
Hear from our partner QStory on a key topic. 45mins

Add to Calendar
13:30
Workshop Discussion
Why Emotional Intelligence & Feedback Are the Missing Links in Call Centre Leadership
In many call centres, people are promoted because they are technically good at the job. They understand the systems, they hit targets, and they perform well under pressure. But when they step into leadership, they are rarely supported to develop the skills they need to lead people effectively. With Lou Carter, Founder, Rising Vibe. 45mins

Add to Calendar
14:30
Workshop Discussion
Automated Quality gives us the chance to reset what QA exists to do. This session looks beyond automation as efficiency, and instead explores how redefining the QA role can unlock greater value, shifting focus from checking interactions to shaping performance, insight and outcomes. 45mins

Add to Calendar
Thursday 19th March
09.30
Keynote
Redefining Data, Analytics & Insight
Resetting Insight explores how data, analytics and AI are moving from reporting to responsible, autonomous decision-making, and how organisations can embed insight directly into the systems that shape customer and colleague experiences. 45mins

Add to Calendar
10:30
Workshop Discussion
Data Principles in a CCaaS World
As more contact centres move to Contact Centres as a Service (CCaaS), data becomes the backbone of every customer interaction. This session highlights the essential principles needed to manage, govern, and activate data in a cloud‑native environment and discussed the differences from how data is presented from on premise platforms with expertise from Ben Willmott from 
Route 101 and Chris Dardis at SVL. 45mins

Add to Calendar
13:30
Workshop Discussion
Opensource Tooling & Methods
Whilst Excel remains the original example of “Open Source Tooling” in our industry it does come with its limitations. In this session we will discuss how tools such as “Python” “R” and “Shiny” can be utilised within planning and insight and the benefits they can bring. We will also discuss what planning disciplines they can deliver the best value. After this session delegates should understand how to leverage open‑source methods to accelerate delivery and empower teams to innovate with these tools. This session will feature expert input from Phil Stubbs from Atlantic Insight and Ed Rickaby at British Gas. 45mins

Add to Calendar
14:30
Workshop Discussion
Why a ‘reset’ in vulnerability customer service is necessary now
In this session, Helen Pettifer will explore why traditional approaches to vulnerability are no longer fit for today’s customer landscape. Vulnerability has not simply increased — it has changed in nature, complexity and visibility. 45mins

Add to Calendar
Friday 20th March
10:30
Workshop Discussion
Understanding the people puzzle
Thought Leadership followed by a discussion, with Lee Houghton, Improvement Coach, Get Knowledge. 45mins

Add to Calendar
13:30
Endnote
Conference summary. 45mins

Add to Calendar
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