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2026 #RaisingStandards
(In-person)

Learn HOW you can apply “Best Practice”

Tuesday 3rd November, 2026
Park Hall Hotel & Spa, Wolverhampton. WV4 5AJ

Specifically designed

Our practitioner-led 
annual conference

Designed specifically for Planning, Insight and Operational Improvement Professionals. Learn first-hand from practitioners and business leaders who are delivering successful change whilst having the opportunity to collaborate with others. Bring new ideas and techniques back that will raise standards within your “Customer Operation”.
SilverPlus Sponsors
Silver Sponsors
Conference Agenda

2026: #RaisingStandards

08:30
Registration opens
09:30
Welcome
Welcome & Housekeeping
Join The Forum team as we set the scene for the day ahead, explore this year's theme, From Busy to Valuable, and outline what delegates can expect from a day of learning, collaboration and practical improvement.
09:45
Opening Keynotes
The Gap Between Knowing and Doing
Why do some organisations create meaningful change while others remain busy but stuck? Chris Rainsforth explores the difference between activity and impact, challenging delegates to think differently about how they create value. Event sponsors Verint & QStory will follow with industry perspectives as they share insights into the challenges and opportunities shaping customer operations, workforce management and organisational performance.
10:30
Collaboration Discussion
Where Are We Now?
An interactive table discussion exploring the realities facing today's organisations. Share experiences with peers, reflect on what creates value and identify common frustrations and barriers to improvement. 
11:00
Networking
Forum Focus
Take the opportunity to connect with fellow delegates, visit our partners in the Expo area and continue the conversation over refreshments.
Join CallMiner for a focused session exploring a key industry challenge and practical approaches being used by leading organisations.
11:30
Collaboration Discussion
Organisations That Improve Faster Than Others
Hear from Dawn Wray, from The Listening Collective, as she explores what separates organisations that continuously improve from those that struggle to move forward? Dawn explores leadership, culture and the behaviours that help organisations learn, adapt and raise standards. We will then discuss What's Getting in the Way? Working together, identify the barriers that stop progress, explore shared challenges and discover where influence and action can create positive change. 
12:30
Networking Lunch
Forum Focus
Enjoy lunch while catching up with colleagues, meeting new contacts and exploring solutions from our conference partners in the Expo area.
Join Assembled for a practical session focused on innovation, workforce effectiveness and creating better outcomes for customers and colleagues.
13:30
Keynote
Creating Value: The Five Levels of Value
How do we know if our work is making a difference? Explore The Forum's Five Levels of Value framework and learn how to move beyond activity to demonstrate measurable impact. 
13:45
Real Improvement Stories
Learning from Those Making It Happen
Hear practical improvement stories from Loz Gatt, Marshmallow, and others TBC as they share real examples of challenges overcome, lessons learned and results achieved, with ideas delegates can apply in their own organisations. 
14:30
Networking 
Refreshments will be served. Take time to reflect on the day's discussions, connect with peers and continue conversations with speakers and partners in the Expo area.
15:00
Action Lab
Making the Commitment
Learning only creates value when it leads to action. In this practical session, delegates will identify one improvement opportunity, define their next step and commit to meaningful action beyond the conference. 
16:00
Conference Endnote
From Learning to Action
We'll bring together the day's key themes, reflect on the insights shared and leave delegates with a clear challenge: what will you do differently to raise standards in your own organisation? 
Conference Agenda

Customer Strategy & Planning 

08:30
Registration Opens
09:30
Welcome
Welcome & Housekeeping
Join The Forum team as we set the scene for the day ahead, explore this year's theme, From Busy to Valuable, and outline what delegates can expect from a day of learning, collaboration and practical improvement.
09:45
Conference Opening Keynote
The Gap Between Knowing and Doing
Why do some organisations create meaningful change while others remain busy but stuck? Chris Rainsforth explores the difference between activity and impact, challenging delegates to think differently about how they create value. Event sponsors Verint & QStory will follow with industry perspectives as they share insights into the challenges and opportunities shaping customer operations, workforce management and organisational performance.
10:30
Collaboration Discussion
Where Are We Now?
An interactive table discussion exploring the realities facing today's organisations. Share experiences with peers, reflect on what creates value and identify common frustrations and barriers to improvement.
11:00
Networking
Take the opportunity to connect with fellow delegates, visit our partners in the Expo area and continue the conversation over refreshments
11:00
Forum Focus
Join CallMiner for a focused session exploring a key industry challenge and practical approaches being used by leading organisations.
11:30
Collaboration Discussion
Organisations That Improve Faster Than Others
Hear from Dawn Wray, from The Listening Collective, as she explores what separates organisations that continuously improve from those that struggle to move forward? Dawn explores leadership, culture and the behaviours that help organisations learn, adapt and raise standards. We will then discuss What's Getting in the Way? Working together, identify the barriers that stop progress, explore shared challenges and discover where influence and action can create positive change.
12:30
Networking Lunch
Enjoy lunch while catching up with colleagues, meeting new contacts and exploring solutions from our conference partners in the Expo area.
12:30
Forum Focus
Join Assembled for a practical session focused on innovation, workforce effectiveness and creating better outcomes for customers and colleagues.
13:30
Keynote
Creating Value: The Five Levels of Value
How do we know if our work is making a difference? Explore The Forum's Five Levels of Value framework and learn how to move beyond activity to demonstrate measurable impact.
13:45
Real Improvement Stories
Learning from Those Making It Happen
Hear practical improvement stories from Loz Gatt, Marshmallow, and others TBC as they share real examples of challenges overcome, lessons learned and results achieved, with ideas delegates can apply in their own organisations.
14:30
Networking
Refreshments will be served. Take time to reflect on the day's discussions, connect with peers and continue conversations with speakers and partners in the Expo area.
15:00
Action Lab
Making the Commitment
Learning only creates value when it leads to action. In this practical session, delegates will identify one improvement opportunity, define their next step and commit to meaningful action beyond the conference.
16:00
Conference Endnote
From Learning to Action
We'll bring together the day's key themes, reflect on the insights shared and leave delegates with a clear challenge: what will you do differently to raise standards in your own organisation?

Speakers

Phil Anderson
CEO
The Forum
Alison Conaghan
Customer Operations Specialist
The Forum
Loz Gatt
Senior WFM Manager
Marshmallow
Mark Lockyear
Alliances Director EMEA
CallMiner
Chris Rainsforth
Director of Learning & Innovation
The Forum
Ian Robertson
Customer Operations Specialist
The Forum
Dave Vernon
Director of Membership & Best Practice
The Forum
Donna Whyman
Customer Operations Specialist
The Forum
Dawn Wray
Psychotherapist and Coach
The Listening Collective

Venue

Park Hall Hotel & Spa 
Park Drive, Goldthorn Park,
Wolverhampton, WV4 5AJ

Bedrooms are available at £120 B&B including VAT, to book phone the hotel on 01902 349510 option 2.

Parking is free on-site.
The nearest train station is Wolverhampton – which is 10 minutes taxi ride away.

Prices & Booking

Places are free to member organisations in line with their level of membership. 
Extra places for each event can be purchased at £625 +VAT for face-to-face and £295 +VAT for virtual.

All paid for places must be settled before the conference begins. 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 2026 #RaisingStandards or email events@theforum.social.