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.

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.

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.

Every day, valuable customer insight is captured in calls, chats, emails, surveys and digital interactions. Yet in many organisations these insights remain trapped within individual systems, limiting their value and making improvement efforts harder to prioritise. Join Mark Lockyer at CallMiner as he explores how leading organisations are connecting insight from every customer interaction to uncover recurring issues, improve decision-making and create greater consistency across the customer journey.

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.

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.

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.

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.

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?