The Forum's Customer Strategy & Planning conference speakers for 2021 are a wide variety of experts and professionals.
Originally broadcast Friday 28th March 2025 at 13:30
Closing the week with practical tips on how to use learning to drive action and raise standards.
Originally broadcast Friday 28th March at 09:30
Celebrating 25 years of the Innovation & Transformation Awards, this keynote takes a look back from a finalist and judges perspective. Discussing key industry shifts, from workforce flexibility and real-time analytics to automation and omnichannel experiences. We will also explore what the next 25 years of Raising Standards could look like.
Originally broadcast Wednesday 26th March 2025 at 14:30
One of the biggest challenges with data is accessibility and governance to ensure the right people use the right data. Hear from NHS Business Services Authority and Anglian Water on their data governance journey, bringing to life the challenge and opportunity of Data Governance.
Originally broadcast Wednesday 26th March at 12:30
Moving from AI Experiments to AI Success in the Contact Centre and Beyond Hear inspiring success stories from Verint customers who have transformed their operations with AI. Learn how they overcame challenges, achieved efficiencies, and delivered exceptional customer experiences. Discover practical steps to move from AI experiments to tangible successes, and gain insights for your own AI initiatives.
Originally broadcast Tuesday 25th March 2025 at 13:30
Fix it or Face it: Contact Centre Complaints Complaints are an unavoidable reality; we can address issues to reduce problems and understand root cause, but we need to excel in managing the inevitable complaints that will arise.
WFM Augmentation AI and Robotic assistance are buzz words and topics amongst the industry at the moment. NICE demonstrates how technology is supporting the operation, both from an agent experience viewpoint and an administrative and operational perspective. Practical application and examples of AI in the contact centre
Originally broadcast Monday 24th March 2025, 10:30
Membership – The Value of a Professional Community Talking with members Anglian Water Services, Aviva UKGI and PTSB and discussing how they get value from being part of a professional community and the items that gives them the most value for their teams, organisation and personally
Originally broadcast Monday 24th March 2025, 09:30
The Forum has spent 25 years building a vibrant, future-focused community that embraces change, disrupts complacency, and fuels innovation. As we look ahead to the next 25 years, the challenge isn’t just keeping up—it’s leading the way. Join us on this journey of continuous improvement, where we redefine what’s possible, break through limitations, and shape the future of business excellence.