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 (Virtual)

16th - 20th March 2026

2026 Customer Strategy & Planning Conference (Virtual)
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. 
Read more

Categories: Conferences, 2025 Spring CSP Conference

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. 

Read more

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.
Read more

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.
Read more

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”.
Read more

Categories: Conferences, 2026 #RaisingStandards Autumn Conference

2026 Conference #RaisingStandards (In-Person)

Tuesday 3rd November 2026, Delta by Marriott - Nottingham Belfry Hotel

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.
Verint: The Open CCaaS Advantage

Verint: The Open CCaaS Advantage

The CX challenges facing contact center leaders across the world have changed; top of the list is answering two pressing questions:

How do you do more with less?
How can you maximize workforce efficiency?
The Open CCaaS Advantage report explores how companies can overcome these challenges with an open approach to data, AI and contact center ecosystems.

The report demonstrates the shortcomings of traditional CCaaS solutions and gives you a guide to creating genuine ROI by building CX automation into the heart of your contact center applications.
 

FourNet: Local Authority Digital Transformation Index

FourNet: Local Authority Digital Transformation Index

FourNet’s LADiT index is a go-to-map for every local authority considering the next steps in their digital transformation journey.

Our detailed CX analysis reveals the make-up of local populations with trends and analysis which will be critical for every council to consider when deciding how to invest in the latest tech and how to design their digital services and CX journey.
 

Calabrio: State of the Contact Center 2025

Calabrio: State of the Contact Center 2025

Calabrio surveyed 400+ global contact center leaders, and the message is clear: AI is no longer the future – it’s here. With 98% of contact centers already using it, what’s its real impact?
 
In the 2025 State of the Contact Center Report, we reveal how to bridge the gap between AI, your agents, and the future of customer experience. 
Call Miner 2025CX Landscape Report

Call Miner 2025CX Landscape Report

Today’s customer experience (CX) landscape is more complex than ever. Customers engage with organisations across a growing range of channels — from calls and emails, to live chat and social media — and their expectations for speed, personalisation, and seamless service are rising just as fast. But the promise of omnichannel hasn’t necessarily lived up to the hype.
 
2025 Hybrid Working in the Contact Centre survey results: how does your centre compare?

2025 Hybrid Working in the Contact Centre survey results: how does your centre compare?

The 4th survey in the Hybrid Working in the Contact Centre survey series (2016, 2019, 2022 and 2025) shows that hybrid working is here to stay. Learn what the most popular contact centre hybrid working models are today, about the main WFH/hybrid issues organisations are experiencing and the main benefits they are realising, how homeworker performance compares with office workers, and what technologies are being used to support WFH/hybrid operations. 100 UK contact centres were surveyed.
2024 Centrical Whitepaper: Future CX Landscape

2024 Centrical Whitepaper: Future CX Landscape

This whitepaper, based on a survey conducted by The Forum in Spring 2024, explores the current state and future prospects of Customer Experience (CX) across various industries, with a focus on the impact of Artificial Intelligence (AI) and evolving technology on frontline agents, managers, and overall operations.

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 .