2025 Best Practice Guide
Raising Standards

2026 Spring Customer Strategy & Planning Conference 
(In-person)

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

Tuesday 28th April 2026, Grand Hotel Gosforth Park Newcastle

Specifically designed

Our annual flagship conference for industry professionals

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.
Outline Agenda

Customer Strategy & Planning

08:30
Registration opens
09:30
Conference Opening Keynote
Introduction from The Forum team to get you ready for a full day of learning and Opening Keynotes from our Gold Sponsor and others.
10:50
Networking
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
Join this 20-minute presentation from one of our partners on a key topic.

11:30
Collaboration Discussion
A discussion led session with interactive and thought-provoking exercises hosted by The Forum Team 
12:30
Networking Lunch
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Lunch will be served. 
Join this 20-minute presentation from one of our partners on a key topic.
13:00
Networking Lunch
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Lunch will be served. (
Join this 20-minute presentation from one of our partners on a key topic.
13:45
Panel Discussion
Hear from our guest speakers.
14:30
Networking
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
Join this 20-minute presentation from one of our partners on a key topic.
15:00
Collaboration Discussion
An interactive session lead. Take the opportunity to be part of an energetic, engaging and memorable challenge.
15:30
Endnote
Wrap up the day with a summary of learning and the announcements of prize winners from our Expo partners.
16:15
Conference close
Conference Agenda

Community Conference

08:30
Registration Opens
09:30
Conference Opening Keynote
Introduction from The Forum team to get you ready for a full day of learning and Opening Keynotes from our Gold Sponsor and others.
10:50
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
10:50
Forum Focus
Join this 20-minute presentation from one of our partners on a key topic..
11:30
Collaboration Discussion
A discussion led session with interactive and thought-provoking exercises hosted by The Forum Team 
12:30
Networking Lunch
Your chance to meet with other members and spend time in the Expo area. Lunch will be served.
12:30
Forum Focus
Join this 20-minute presentation from one of our partners on a key topic.
13:00
Forum Focus
Join this 20-minute presentation from one of our partners on a key topic.
13:45
Panel Discussion
Hear from our guest speakers.
14:30
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
14:30
Forum Focus
Join this 20-minute presentation from one of our partners on a key topic.
15:00
Collaboration Discussion
An interactive session lead. Take the opportunity to be part of an energetic, engaging and memorable challenge.
15:30
Endnote
Wrap up the day with a summary of learning and the announcements of prize winners from our Expo partners.
16:15
Conference close

Speakers

Phil Anderson
CEO
The Forum
Alison Conaghan
Customer Operations Specialist
The Forum
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

Venue

Grand Hotel Gosforth Park Newcastle
High Gosforth Park, 
Newcastle, NE3 5HN

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 at £625 +VAT.

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 2026 Spring Customer Strategy & Planning conferences and Awards celebration.