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.

Sensée Awards Case Study 2013: Homeworking environment raises the bar on performance

Discover how the highly-developed virtual environment at Sensée has driven productivity; typically 20%-30% better than in-house operations, and improved quality of service; HomeAgents outperform clients on all behavioural quality scores by an average of 16%.

Categories: Library, Awards Case Studies

Aviva 2014 Case Study - Continual learning: people build success

See how investing in people development is paying back at Aviva UK Health and how assessors are able to take responsibility for their own learning.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Awards Case Studies

LV= 2014 Case Study - Planning to be Britain’s best loved insurer

Discover how LV=’s transformational planning approach has removed workplace siloes, engaged staff and delivered remarkable customer service, while saving the business £1.1 million.

Categories: Library, Planning & Resourcing, Awards Case Studies

Santander 2014 Case Study: Easy & immediate: making calls visual

See how Santander use screen sharing technology to replicate the branch experience on sales calls, raising customer satisfaction to 97%, cutting credit card fulfilment times 75% and lifting revenue 17%.

Categories: Library, Operational Improvement, Awards Case Studies

Worldpay 2014 Case Study: SHINE lifts engagement, quality & customer focus

Discover how a new collaborative, inclusive approach to QA underpinned a cultural transformation that has already lifted NPS 29% and encourages root cause analysis.

Categories: Library, Operational Improvement, Awards Case Studies

2015 Innovation & Transformation Awards: Transforming planning and sharing best practice at Ageas

See how Planning & Performance Analysts at Ageas delivered improved stakeholder engagement leading to a full redesign of the efficiency metrics lifting adherence by 3.33% and contributing to reducing attrition by 5%.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Awards Case Studies

2015 Innovation & Transformation Awards: Delivering the end to end customer experience at British Gas Services

Discover how NPS, backlogs & efficiencies were improved simultaneously, by comprehensive end-to-end planning in British Gas Services that led to many more same day-appointments & lifted promise delivery 20%.

Categories: Library, Operational Improvement, Awards Case Studies

2015 Innovation & Transformation Awards: Risk & compliance: see how confidence sets people free at Direct Line Group

A major reform of quality & risk assessment is releasing people to have better customer conversations. This has improved customer outcomes & grown the business, with 50% more tests at 40% less cost.

Categories: Library, Operational Improvement, Awards Case Studies

2015 Innovation & Transformation Awards: Customer Insight: Closing the loop at Allianz

How data, communication, analysis & rigour, from the insight team, underpin customer improvements at Allianz, by collaboration with leaders, operations teams, underwriters, marketing, QA & risk.

Categories: Library, Operational Improvement, Data, Analytics & Insight, Awards Case Studies

2015 Innovation & Transformation Awards: Engagement: driving a customer culture at LV=

How customer focus at LV= led to removing sales incentives & targets, part of a strategic change involving new approaches to engagement, performance management and cross-skilling.

Categories: Library, Operational Improvement, Awards Case Studies

On-Demand Conferences

Catch up on the presentations from our previous conferences.

2026 Best Practice Showcase Virtual

2026 Best Practice Showcase In-Person

Customer Strategy & Planning 2026 (In-Person)

2026 Customer Strategy & Planning (Virtual)

2025 #RaisingStandards Conference (In-Person)

2025 #RaisingStandards Conference (Virtual)

2025 Summer Best Practice Showcase (Virtual)

2025 Summer Best Practice Showcase (In-Person)

2025 Spring Customer Strategy & Planning (Virtual)

2024 #RaisingStandards Autumn Conference (In-Person)

2024 #RaisingStandards Autumn Conference (Virtual)

2024 Summer Best Practice Showcase (Virtual)

2024 Spring Customer Strategy & Planning (Virtual)

2023 Autumn Community Conference (In-Person)

2023 Autumn Community Conference (Virtual)

2023 Customer Strategy & Planning Conference (Virtual)

2023 Customer Strategy & Planning (In-Person)

2022 Community Conference (Virtual)

2022 Customer Strategy & Planning (Virtual)

2021 National Conference

2021 Customer Strategy & Planning

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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 .