Conferences

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

Are you a Director or Senior Leader? 
Join our regular forums to raise standards in customer operations together. The Forum holds events for leaders to network and hear from inspirational speakers throughout the year. 

2024 Spring Customer Strategy & Planning (Virtual)

13th - 17th May 2024

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.

2024 Best Practice Showcase (In-Person)

Thursday 27th June 2024, Principal Hotel, York

Learn WHAT our award finalists are doing to keep “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.

Speakers will be announced following the announcement of our award winners in April 2024 at Mercure Hotel, Manchester.

2024 Best Practice Showcase (Virtual)

2nd - 4th July 2024

Learn WHAT our award finalists are doing to keep “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.

Speakers will be announced following the announcement of our award winners in April 2024 at Mercure Hotel, Manchester.

2024 Autumn Conference #RaisingStandards (Virtual)

14th - 18th October 2024

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”.

2024 Autumn Conference #RaisingStandards (In-Person)

Tuesday 5th November 2024, Delta by Marriot - Nottingham Belfry Hotel

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”.

On-Demand Conferences

Catch up on the presentations from our previous conferences.
The Pattern of Great Presentations

The Pattern of Great Presentations

In this module we look at how techniques from great speakers through history can be used to bring your presentations to live and bring your audience on your journey.

Emotional Engagement & The Power of Stories

Emotional Engagement & The Power of Stories

Often facts and data will not get our message across. We need to understand our audience and use emotional engagement techniques to bring our insight to life. In this module we explore some simple emotional engagement techniques to make your communications, presentations and reports more meaningful. We also explore the power of stories in understanding our stakeholders and overcoming their fears and doubts.

The Pyramid Principle for Effective Communication

The Pyramid Principle for Effective Communication

Like us our stakeholders have limited time, we rarely read every emails and report we receive end to end, and neither do they. We may have just a few seconds to land our message and get our audience to take action or read on. The pyramid principle is a simple technique to help you structure your communications and reports to quickly answer the “So what?” and land your core message.

Predictability of Events

Predictability of Events

A chance to practice assessing the predictability of events through a classic exercise from The Forum to help you hone your skills in forecasting ad hoc events.

Data Visualisation

Data Visualisation

Explore effective ways of presenting data in a meaningful, interesting and engaging way. Improve the way you inform and persuade your key stakeholders.  
 - Understand why your existing reports don’t excite or engage your stakeholders
 - Learn the basics of data visualisation and how to communicate information
 - Apply “2 key questions” and start the use the tools and resource you need 

Advanced Forecasting Techniques and Analysis Tools

Advanced Forecasting Techniques and Analysis Tools

There are many different forecasting techniques and analysis tools available to the modern planner.  This session will introduce delegates to some of the more common ones in use today.
 - Learn about pure Time Series methodologies
 - Understand Standard Deviation and it can be used to improve forecasting
 - See how explanatory modelling can benefit your business

Understanding your Volatility & Flexibility

Understanding your Volatility & Flexibility

The basis of a best practice scheduling strategy is a clear understanding of the volatility of workload and the amount of flexibility to need and can afford.  This module introduces you to theoretical models and calculations to understand your flexibility need.  Learning outcomes include:
 - What does volatility & flexibility mean and the importance of defining these for your business.
 - How to calculate the volatility of demand and amount of flexibility available
 - Understanding different flexibility needs based on different starting positions, e.g. annually and daily, compared to average, compared to budget

Intro to The Planning Cycle

Intro to The Planning Cycle

Learn the role planning plays in implementing your strategic objectives.  Understand the importance of your role and how you can help others.
 - Understand how the strategic objective is implemented into a forecasting, scheduling and real-time plan.
 - Learn about the importance of effective data checkpoints, change governance and hand-overs
 - Play a part in driving continuous improvement and become the nerve-centre of the business

Introduction to the Insight Cycle

Introduction to the Insight Cycle

Our best practice framework for data, analytics & insight, has the Scientific method at its heart and draws inspiration from methods that drove success with the planning framework last year. In this module we;   
 - Explore the scientific method
 - Introduce our new insight cycle
 - Share an exercise to identify the gaps and opportunity in your data, analytics and insight processes.

Shrinkage Calculations

Shrinkage Calculations

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.

The Strategy Pyramid

The Strategy Pyramid

Before setting targets and goals it is important that these are aligned to strategies that support your organisational goals. In this module;
 - Understand your organisational goals
 - See how to balance your strategies
 - Learn how to align the right metrics and targets to your strategies

Understanding & Managing Sample Bias

Understanding & Managing Sample Bias

 - How to Identify Sample Bias & ensure you reduce the likelihood of bias
 - The impact on your data and insight validity from Sample Bias and the potential impact to your business
 - Common Sample Bias issues to look out for

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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