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.

2026 Customer Strategy & Planning Conference (In-person)

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

2026 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, 2026 Spring CSP Conference

2026 Best Practice Showcase (Virtual)

Summer 2026

2026 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, 2026 Best Practice Showcase

2026 Best Practice Showcase (In-person)

Thursday 25th June 2026, Queens Hotel, Leeds

2026 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, 2026 Best Practice Showcase

2026: #RaisingStandards (Virtual)

12th - 16th October 2025

2026: #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, 2026 #RaisingStandards Autumn Conference

2026 Conference #RaisingStandards (In-Person)

Tuesday 3rd November 2026, Park Hall Hotel & Spa, Wolverhampton

2026 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, 2026 #RaisingStandards Autumn Conference

On-Demand Conferences

Catch up on the presentations from our previous conferences.
Endnote

Endnote

Friday 20th March, 13:30

Conference Summary
Hear from Phil, Chris and Dave as they talk about their main takeaways from a packed week of learning.
Keynote: Redefining Data, Analytics & Insight

Keynote: Redefining Data, Analytics & Insight

Originally broadcasted on Thursday 19th March, 09:30

Resetting Insight explores how data, analytics and AI are moving from reporting to responsible, autonomous decision-making, and how organisations can embed insight directly into the systems that shape customer and colleague experiences.

Technology Showcase

Technology Showcase

Originally broadcasted on Wednesday 18th March, 12:30

Join QStory's David Preece for a tech showcase of our Back Office solution, Work Item Manager. This session will demonstrate how the system acts as a "Back Office ACD'" to accurately capture true handling times, measure agent productivity, and replace gut-feel planning with reliable, data-driven metrics.

Keynote: Redefining Operational Improvement

Keynote: Redefining Operational Improvement

Originally broadcasted on Wednesday 18th March, 09:30

Resetting Improvement explores how Quality, Learning, Knowledge and Continuous Improvement must evolve for a new era of customer operations, moving beyond legacy habits and outdated metrics toward adaptive frameworks, evidence‑based readiness and human‑centred performance that can thrive in the complexity of 2026 and beyond. 

Apect Technology Showcase

Apect Technology Showcase

Originally broadcast on Tuesday 17th March, 12:30

From Excel to Execution: A New Way to Plan Capacity
Most contact centres still rely on spreadsheets to plan capacity and staffing, even though the pace of change has outgrown static models. In this 45-minute joint technology workshop, Aspect and Cinareo will show why moving beyond Excel is no longer optional, and what good capacity planning discipline looks like in practice.

Keynote: Redefining Workforce Planning

Keynote: Redefining Workforce Planning

Originally broadcast on Tuesday 17th March, 09:30

This keynote challenges outdated thinking in Resource Planning and redefines forecasting, insight, scheduling and Real-Time as a single system of strategic intelligence.

Hiya Technology Showcase

Hiya Technology Showcase

Originally broadcast on Monday 16th March, 13:30

Join Hiya for a focused session on Branded Calling and how verified, identifiable outbound calls are transforming customer communication. As trust becomes critical to engagement, branded calling helps organizations improve answer rates, reduce call hesitation, and build confidence at the moment of contact. We’ll explore why it matters, how it aligns with evolving customer expectations, and practical ways to strengthen voice engagement.

Verint Technology Showcase

Verint Technology Showcase

Originally broadcast on Monday 16th March, 12:30

The Real-Time Workforce, Realign the Moment: How Real-Time Insights Reshape Performance
Our Gold Sponsors Verint explore how moving beyond traditional WFM unlocks a new era of performance and employee experience. We’ll walk through the journey to Reset, Redefine and Realign—resetting long‑held assumptions about coaching, redefining performance through real‑time behavioural insight, and empowering agents to realign instantly with live coaching, instant EX scoring, and flexible scheduling tools. 

Opening Keynote: Customer Strategy & Planning, Reset | Redefining

Opening Keynote: Customer Strategy & Planning, Reset | Redefining

Originally broadcast on Monday 16th March, 10:30

Customer Strategy & Planning, Reset | Redefining
This keynote challenges leaders to press reset on outdated planning, metrics, and behaviours, and to start redefining what excellence in customer operations truly means. 

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 .