Customer Strategy & Planning 2020

28th & 29th September 2020, Grand Hotel Gosforth, Newcastle

A remarkable speaker line-up. An exceptional network.

This highly-rated event is far more than just a conference. Designed specifically for Planning, Insight and Quality & Customer Experience Professionals. Learn first-hand from practitioners and business leaders who are delivering successful change. Bring new ideas and techniques back into your organisation.

  • Established and high-profile speakers, many of whom have never spoken for us before.
  • Great ways to benchmark, develop new ideas and network with fellow professionals.
  • Inspiring case studies from key brands, in different sectors and type of organisation.
  • Focussed discussions and presentations, plus the chance to try new L&D modules.

For 2020, our best practice theme is: 2020 Vision. This refers to the clarity and sharpness of vision required to purposely move forward towards your targets, goals and dreams.  By looking back, we can recognising the benefit of our fluid thinking over the past 20-years and crystallise our knowledge of best practice and standards now, as then we look ahead to the challenges and changes we will face over the coming decades.

Gold Sponsors

Silver Sponsors


About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

Upcoming modules

We have a wide range of virtual modules coming up.

Covid-19 Series

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.


Customer Strategy & Planning 2020
28th & 29th September 2020
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch
The Forum,
67 Europa Business Park,
Birdhall Lane,
Stockport, SK3 0XA

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