Conferences

The Forum holds key conferences through out the year including our flagship Spring Customer Strategy and Planning, Summer Best Practice Showcase and Autumn #RaisingStandards conferences that offer a great opportunity to learn, share and network.

2025 Autumn: #RaisingStandards (Virtual)

13th - 17th October 2025

Learn HOW you can apply "Best Practice"
Designed specifically for Planning, Insight and Quality & Customer Experience 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”.

2025 Autumn Conference #RaisingStandards (In-Person)

Wednesday 5th November 2025, Coventry Building Society Arena

Learn HOW our community is applying “Best Practice”
This conference is designed specifically for Planning, Insight and Quality & Customer Experience 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”.

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

Tuesday 28th April 2026, Grand Hotel Gosforth Park, Newcastle

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

2026 Summer Best Practice Showcase (In-person)

Thursday 25th June 2026, Queens Hotel, Leeds

Learn WHAT our award finalists are doing to continue “Raising Standards in Customer Operations”
This conference offers a unique chance for you to learn directly from our Awards winners. You will hear from the teams and individuals who are making a difference in their business, powerful partnerships whether that is with a technology provider or an outsource partnership. Finally, you can discover how large transformation projects have made massive changes in any business.

On-Demand Conferences

Catch up on the presentations from our previous conferences.

Published on 20 December 2022

Box Set: Shrinkage

Watch at your own pace

The Modules

Introduction to Shrinkage
Discover what shrinkage is and the correct way to calculate basic shrinkage and tiered (or primary and secondary shrinkage). In this module, you will;

Understand the problems caused by incorrectly calculating shrinkage
Learn about when it is best to use budget shrinkage targets and when using recent historical data will be to your advantage.
See the value of managing shrinkage and the return on investment that it can bring to your business.

The Planning Wheel (plus exercise)
In this module, you will be introduced to our Planning Wheel, a device for illustrating how 100% of the time spent in your centre is being used.

Learn the critical factors of shrinkage management and the pitfalls to avoid
Discover the importance of forecasting human behaviour and shrinkage and how you can influence shrinkage through your work
Complete an exercise based on your own business to help you to understand the Planning Wheel

Planning & Tracking Shrinkage
Deeper dive into shrinkage, historical tracking, forecasting and incorporating in long and short term planning. Understand the importance of tracking and managing your shrinkages so they are optimised for your staff. Learning outcomes include:

How to ensure that you are able to track your shrinkage data across all time horizons: annual, Monthly, Weekly, Daily
The benefits of shrinkage categorisation when it comes to successful tracking
How the inter-connectedness of Shrinkage categories makes effectively managing shrinkage challenging

Tiered Shrinkage
Introduction into shrinkage calculations, tiered shrinkage, historical tracking. Understand the importance of calculating shrinkages so they are optimised for your operation the key differences and impact on your resource requirements

What is included in shrinkage?
The importance of calculating shrinkage correctly.
Which method should you use for planning, budgeting.

Benchmarking Shrinkage
Benchmarking is important in understanding best practice, comparing ourselves with our competitors and becoming the best, but there are many pitfalls to avoid. In this module;

Learn different research and benchmarking methods that are available for you to use
Find out about the best types of questions that you can ask to assist your benchmarking
Get a plan for external benchmarking amongst your peers

The cost of this mini series is great value at £325 + VAT and free for students on our assisted learning pathway.

Complete the form below and we will be in touch to arrange payment if necessary.

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