Customer Strategy & Planning 2020

The Conference was held from the 28th September to 9th October, Virtually

We had a remarkable speaker line-up. An exceptional networking week.

For the first time ever, this event was moved to a virtual environment following the huge success of our June virtual learning and networking events. You can still catch up on sessions from the high-profile speakers, case studies and workshops as have made them available after the event.

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

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

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

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


Upcoming Conferences
Annual conferences dedicated to the needs of their communities.

On-Demand Conferences
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change. Available to Forum Members

Get in touch
The Forum,
PO Box 173
High Peak
SK17 1DL

Copyright © 2024 - All Rights Reserved -

Professional Forums Ltd. Company Number: 3915800. Registered Address: Emperor’s Gate, 114a Cromwell Road, London, SW7 4AG