2027 Customer Strategy & Planning 
(In-person)

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

Tuesday 27th April 2027, 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 to get you ready for a full day of learning and Opening Keynotes from The Forum and our speakers
10:50
Networking
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
Join one of our partners for a 20-minute presentation on a key topic.
11:30
Interactive Discussion
A highly interactive session designed to challenge how we see processes, decisions, and customer journeys. By stepping outside familiar thinking patterns, we’ll uncover the hidden assumptions shaping our operations today.
12:30
Networking Lunch
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Lunch will be served. See the menu for lunch below.
Join one of our partners for a 20-minute presentation on a key topic.nts.
13:00
Networking Lunch
Forum Focus
Your chance to meet with other members and spend time in the Expo area. Lunch will be served. See the menu for lunch below
Join one of our partners for a 20-minute presentation on a key topic.
13:45
Interactive Discus
A highly interactive session designed to challenge how we see processes, decisions, and customer journeys. By stepping outside familiar thinking patterns, we’ll uncover the hidden assumptions shaping our operations today.
14:30
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
15:00
Interactive Discus
A highly interactive session designed to challenge how we see processes, decisions, and customer journeys. By stepping outside familiar thinking patterns, we’ll uncover the hidden assumptions shaping our operations today.
15:30
Endnote
We close the day by connecting insight to intent, capturing the shifts in thinking that matter most. 
Closing with 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 to get you ready for a full day of learning and Opening Keynotes from The Forum and our speakers
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 one of our partners for a 20-minute presentation on a key topic.t.
11:30
Interactive Discussion
A highly interactive session designed to challenge how we see processes, decisions, and customer journeys. By stepping outside familiar thinking patterns, we’ll uncover the hidden assumptions shaping our operations today.
12:30
Networking Lunch
Your chance to meet with other members and spend time in the Expo area. Lunch will be served. See the menu for lunch below.
12:30
Forum Focus
Join one of our partners for a 20-minute presentation on a key topic.
13:00
Forum Focus
Join one of our partners for a 20-minute presentation on a key topic.
13:45
Interactive Discussion
A highly interactive session designed to challenge how we see processes, decisions, and customer journeys. By stepping outside familiar thinking patterns, we’ll uncover the hidden assumptions shaping our operations today.
14:30
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
15:00
Interactive Discussion
A highly interactive session designed to challenge how we see processes, decisions, and customer journeys. By stepping outside familiar thinking patterns, we’ll uncover the hidden assumptions shaping our operations today.
15:30
Endnote
We close the day by connecting insight to intent, capturing the shifts in thinking that matter most.
Closing with 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 member organisations in line with their level of membership. 
Extra places for the in-person event can be purchased at £625 +VAT.

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 2027 Customer Strategy & Planning conferences and Awards celebration.