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.

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

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: Homeworking - A flexible working culture at LV=

Learn how homeworking at LV= has boosted morale, improved customer experience, raised productivity and delivered a £2.3 million return on investment.

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

2016 Innovation & Transformation Awards: Pushing the boundaries of planning at The Co-Operative Bank

See how the Demand Management Team (DMT) has extended the reach of planning to become an indispensable and trusted business planning & consultancy partner across all the bank’s channels.

Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, Awards Case Studies

2016 Innovation & Transformation Awards: 52 Weeks of Green: focus on operational performance at Direct Line Group

See how planning and front line operations teams developed outstanding collaboration and buy-in, as a result of an absolute, shared focus on service consistency, every single week of the year.

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

2016 Innovation & Transformation Awards: Great service: plan for processes that make life easy at Geoban

See how banking processes and customers’ end-to-end experience are transformed by new approaches to planning & insight at Geoban, on behalf of Santander UK.

Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, Awards Case Studies

2016 Innovation & Transformation Awards: FACT: operating principles for an efficient public service at Ingeus

See how value-based principles transformed the operation, saved £1.5m via automation and created the capacity to have life-changing conversations, supporting clients into sustainable work.

Categories: Library, Planning & Resourcing, Operational Improvement, AI & Automation, Awards Case Studies

2016 Innovation & Transformation Awards: Customer experience: 7 secrets for working at pace at RS Components

Gather customer intelligence, act on it and release the potential of your people. This has delivered results fast at RS Components, putting the customer truly at the heart of the business.

Categories: Library, Planning & Resourcing, Operational Improvement, Digital & Omni-Channel, Awards Case Studies

2017 Innovation & Transformation Awards: Releasing potential: gain the attention of the board at TUI

Explore an extraordinary depth of engagement in Swansea, the hub of a new operating model that has turned around performance in a competitive market, with a 40 point rise in NPS and £17m benefits.

Categories: Library, Planning & Resourcing, 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 .