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 Summer Best Practice Showcase (Virtual)

16th June - 22nd August 2025

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.

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.

On-Demand Conferences

Catch up on the presentations from our previous conferences.

David Bruce

Business Consultant (Data Science)

Richard Laidlaw

Head of Planning, MI & Change

Sainsbury’s Bank & Argos Financial Services

Michelle Gough

Head of Capacity Planning & Scheduling

Yorkshire Ambulance Service

Kevin Richardson

Business Innovation & Customer Experience Lead

NHS Business Services Authority

Jacqueline Spencer

Vendor Relationship Manager

Worldpay from FIS

Angela McCarthy

Enterprise Planning Lead

Three Ireland

Fola Olafare

Contact Centre Manager

Transport for London

Gillian Stevenson

Head of Home Service Planning

Sky PLC

Jas Thiara

Head of Group Workforce Planning & Optimisation

Severn Trent Water

Diane Norton

Forecasting & Capacity Manager

RSA

Craig Ide

Head of Business Planning

Legal & General

Zoff Makda

Head of Operational Resource Planning

Legal & General

Michelle Ansell

Managing Partner

Douglas Jackson

Kirsty Ringer

Senior Quality Control Manager

Zopa Ltd

Simon Evans

Business Performance Director

VitalityHealth

Dick Fitzgerald

Operations Support Manager

Three Ireland

Rachel Burnside

Head of Quality

ex Npower

Llaura Hughes

Communications and Development Manager

Motability Operations

Daniel Norman

Transformation Director

British Gas

Mark Blythe

Director of Global Service Performance

Airbnb

Chris Wilkinson

CX Strategic Resource Manager

LNER

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As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.
Book for one of our events to experience our exceptional community or get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email advice@theforum.social, call 0333 123 5960 or contact any of The Forum Team .