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.
Looking to transform your customer experience (CX) but feeling overwhelmed by the options? Well, you’re not alone.
In an era where a single negative interaction can go viral, organisations are scrambling to upgrade their CX capabilities. But here's the thing: successful CX transformation isn't about jumping on the latest tech bandwagon — it's about following a proven roadmap to results.
For many of our 650+ customers globally, this is where our three-phase methodology has helped global brands turn CX challenges into triumphant successes.
Sustaining a learning and improvement momentum that enhances personal and professional life.
As the business landscape continues to evolve, workforce planning is becoming more complex and dynamic thanks to companies across all industries being tasked with managing increasingly global, diverse, and hybrid workforces.
But while the workforce evolves, the methods required for effective workforce planning are still very much in the ‘traditional’ and ‘manual’ phase.
The fact that methods such as data analysis, basic forecasting, and administrative-heavy processes require the need for constant human input means there is a high danger of human mistakes leading to inefficiencies.
Customer experience can literally make or break a business, so it’s alarming that a number of UK companies remain tethered to legacy contact centre systems.
But what’s even more concerning is that those who've made the leap to cloud solutions aren't necessarily reaping the promised rewards.
Join Huw Jones, Director of Solutions Consulting at Verint, as he delves into the revolutionary impact of AI on employee and customer experience (CX).
This session uncovers the practical steps and strategic insights necessary for integrating AI into CX initiatives. Huw will address the common challenges and highlight the critical success factors, emphasising the importance of aligning AI projects with clear business objectives. Attendees will gain a comprehensive understanding of how to leverage AI to enhance staff planning and nurturing, handle customer interactions, and drive business growth.
If you want to see a new way to solve this problem, then this session is for you.
Mat Elliott from Nivo will share lessons from working with over 100 financial services companies to digitise customer facing processes, and dive into case studies with brands like CoOp bank, Barclays, and United Trust Bank, where Verified Identity Messaging has transformed NPS from minus figures to +90 and slashed timescales from weeks to hours.
Discover how to elevate agent performance and transform customer experience using coaching &
real-time guidance. Join Nick Rowe from CallMiner to discover best practices for providing agents with immediate feedback, personalised coaching, and actionable insights to improve customer interactions on the spot.
Originally broadcast Tuesday 15th October 2024, 12:30
Join us for Calabrio's Tech Showcase, where Scott Budding from Calabrio will deliver a tailored, in-depth demo of the Calabrio ONE suite. Experience first-hand how Calabrio's latest innovations in AI-driven analytics, real-time insights, and intelligent automation will empower your organisation to deliver exceptional customer experiences while prioritising agent well-being. 45mins
Originally broadcast Monday 14th October 2024, 13:30
Hear from Chris and Dave, Directors at The Forum as they take you through some of the learning journeys of our members and how our cloud-based Learning Management System is enhancing the learner experience.
Originally broadcast Monday 14th October 2024, 12:30
Hear from members who have completed the Standards Benchmarking process to understand how they approached the self-assessment process and implemented change from their learning. 45mins
Originally broadcast Monday 14th October 2024, 10:30
This year we challenged you to Shape Your Future, but is the future already here?
Originally broadcast Thursday 4th July, 14:15
How you can gain recognition for your and your teams work through our Awards. Tips for entering.
Originally broadcast Thursday 4th July, 13:15
Join our Associate Heroes as they share their key ingredients for the perfect partnership
Originally broadcast Thursday 4th July, 10:30
Managers of the Year; Alex Gold from OVO Energy and Steven Miller at Benenden Health share their stories.
Originally broadcast Thursday 4th July, 09:30
Learn from Benenden Health on Continuous Improvement Strategy, The Knowledge Management Team of the Year, Utility Warehouse and our Quality Team of the Year, ACCA.
Originally broadcast Wednesday 3rd July, 14:15
Hear from 2024 Quality & Improvement Rising Star, Jess Baldock at DAS, our Knowledge Management Professional, Alexandra Jordan from Zopa and the Quality & Improvement Manager of the Year, Susan Drape-Comyn.
Originally broadcast Wednesday 3rd July, 13:15
Learn from Analysts of the Year; Michelle Adshead at VitalityHealth and Kristie-Leigh Armstrong from BT Group and our Rising Stars; Lauren Laycock at NFU Mutual and Kirsty Ritchie of Wheatley Housing.