2025 Best Practice Guide
Raising Standards

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 Spring Customer Strategy & Planning Conference (In-person)

Tuesday 29th April 2025, Grand Hotel Gosforth Park, Newcastle

2025 Spring Customer Strategy & Planning Conference (In-person)

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. 

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Categories: Conferences, 2025 Spring CSP Conference

2025 Summer Best Practice Showcase (In-person)

Thursday 12th June 2025, Park Royal Hotel, Stretton, Cheshire

2025 Summer Best Practice Showcase (In-person)
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.
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Categories: Conferences, 2025 Best Practice Showcase

2025 Summer Best Practice Showcase (Virtual)

16th June - 22nd August 2025

2025 Summer Best Practice Showcase (Virtual)
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.
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Categories: Conferences, 2025 Best Practice Showcase

2025 Autumn: #RaisingStandards (Virtual)

13th - 17th October 2025

2025 Autumn: #RaisingStandards (Virtual)
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”.
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Categories: Conferences, 2025 #RaisingStandards Autumn Conference

2025 Autumn Conference #RaisingStandards (In-Person)

Wednesday 5th November 2025, Coventry Building Society Arena

2025 Autumn Conference #RaisingStandards (In-Person)

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”.

Read more

Categories: Conferences, 2025 #RaisingStandards Autumn Conference

On-Demand Conferences

Catch up on the presentations from our previous conferences.
Endnote: Raising Standards

Endnote: Raising Standards

Originally broadcast Friday 28th March 2025 at 13:30

Closing the week with practical tips on how to use learning to drive action and raise standards. 

25 Years of Innovation & Transformation Keynote

25 Years of Innovation & Transformation Keynote

Originally broadcast Friday 28th March at 09:30

Celebrating 25 years of the Innovation & Transformation Awards, this keynote takes a look back from a finalist and judges perspective. Discussing key industry shifts, from workforce flexibility and real-time analytics to automation and omnichannel experiences. We will also explore what the next 25 years of Raising Standards could look like.

Technology Showcase: Calabrio

Technology Showcase: Calabrio

Driving the Next Chapter of WEM
Join Calabrio showcasing the latest innovations, enhanced capabilities, and strategic advancements in Calabrio ONE. Discover how their newest features are designed to elevate agent engagement, workforce optimisation, and analytics, helping organisations increase productivity, reduce attrition, and provide better sales and services to customers.

Data Governance Panel Discussion

Data Governance Panel Discussion

Originally broadcast Wednesday 26th March 2025 at 14:30

One of the biggest challenges with data is accessibility and governance to ensure the right people use the right data. Hear from NHS Business Services Authority and Anglian Water on their data governance journey, bringing to life the challenge and opportunity of Data Governance.

Technology Showcase: Verint

Technology Showcase: Verint

Originally broadcast Wednesday 26th March at 12:30

Moving from AI Experiments to AI Success in the Contact Centre and Beyond
Hear inspiring success stories from Verint customers who have transformed their operations with AI. Learn how they overcame challenges, achieved efficiencies, and delivered exceptional customer experiences. Discover practical steps to move from AI experiments to tangible successes, and gain insights for your own AI initiatives.

Complaints Handling Keynote

Complaints Handling Keynote

Originally broadcast Tuesday 25th March 2025 at 13:30

Fix it or Face it: Contact Centre Complaints 
Complaints are an unavoidable reality; we can address issues to reduce problems and understand root cause, but we need to excel in managing the inevitable complaints that will arise.

Technology Showcase: NICE

Technology Showcase: NICE

Originally broadcast Tuesday 25th March 2025 at 13:30

WFM Augmentation 
AI and Robotic assistance are buzz words and topics amongst the industry at the moment. NICE demonstrates how technology is supporting the operation, both from an agent experience viewpoint and an administrative and operational perspective. Practical application and examples of AI in the contact centre

Membership Panel Discussion

Membership Panel Discussion

Originally broadcast Monday 24th March 2025, 10:30

Membership – The Value of a Professional Community
Talking with members Anglian Water Services, Aviva UKGI and PTSB and discussing how they get value from being part of a professional community and the items that gives them the most value for their teams, organisation and personally

Opening Keynote - Raising Standards

Opening Keynote - Raising Standards

Originally broadcast Monday 24th March 2025, 09:30

The Forum has spent 25 years building a vibrant, future-focused community that embraces change, disrupts complacency, and fuels innovation. As we look ahead to the next 25 years, the challenge isn’t just keeping up—it’s leading the way. Join us on this journey of continuous improvement, where we redefine what’s possible, break through limitations, and shape the future of business excellence.

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 .