Conferences

The Forum holds key conferences through out the year including our flagship Spring Customer Strategy and Planning, Our Summer Best Practice Showcase and Autumn #RaisingStandards conferences that offer a great opportunity to learn, share and network.

Are you a Director or Senior Leader? 
Join our regular forums to raise standards in customer operations together. The Forum holds events for leaders to network and hear from inspirational speakers throughout the year. 

2024 Spring Customer Strategy & Planning (Virtual)

13th - 17th May 2024

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.

2024 Best Practice Showcase (In-Person)

Thursday 27th June 2024, Principal Hotel, York

Learn WHAT our award finalists are doing to keep “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.

Speakers will be announced following the announcement of our award winners in April 2024 at Mercure Hotel, Manchester.

2024 Best Practice Showcase (Virtual)

2nd - 4th July 2024

Learn WHAT our award finalists are doing to keep “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.

Speakers will be announced following the announcement of our award winners in April 2024 at Mercure Hotel, Manchester.

2024 Autumn Conference #RaisingStandards (Virtual)

14th - 18th October 2024

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”.

2024 Autumn Conference #RaisingStandards (In-Person)

Tuesday 5th November 2024, Delta by Marriot - Nottingham Belfry Hotel

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”.

On-Demand Conferences

Catch up on the presentations from our previous conferences.
Prioritising Opportunities for Improvement

Prioritising Opportunities for Improvement

Description: Explore how to focus on the right issues, how to create time to learn and how to balance proactive and reactive work, as analysts. 
 
Notes
: This is a new module intended as part of the Box Set How to Drive Improvement with Data & Insight but can also be an independent module

An Introduction to Accuracy & Confidence

An Introduction to Accuracy & Confidence

Description: Understand the key statistical considerations that will ensure your conclusions are well founded and can drive confidence. The separate Statistical Confidence box set is an opportunity to drive this further.
 
Notes: This is a new module intended as part of the Box Set How to Drive Improvement with Data & Insight but can also be an independent module

Identifying Opportunities from Patterns & Exceptions

Identifying Opportunities from Patterns & Exceptions

To innovate and be the best that we can we need to identify and exploit the best opportunities not just to improve but also to learn.

In this module we explore,
 - How to find the right opportunities
 - Creating time to learn and improve
 - Striking the right balance between proactive & reactive insight
 

Introduction to the Insight Cycle

Introduction to the Insight Cycle

Our best practice framework for data, analytics & insight, has the Scientific method at its heart and draws inspiration from methods that drove success with the planning framework last year. In this module we;   
 - Explore the scientific method
 - Introduce our new insight cycle
 - Share an exercise to identify the gaps and opportunity in your data, analytics and insight processes.

Descriptive Statistics - Part 2

Descriptive Statistics - Part 2

Following on from Descriptive Statistics Part 1. In this module we look at applying these techniques to real life scenarios, you will receive exercises to complete before we talk you through the solutions.

Benchmarking

Benchmarking

Benchmarking is important in understanding best practice, comparing ourselves with our competitors and becoming the best, but there are many pitfalls to avoid. In this module;
 - Hear the value of benchmarking
 - Learn how to avoid the common mistakes
 - Hear our top tips for benchmarking

Performance Records, Data Tables, Rigour and Governance

Performance Records, Data Tables, Rigour and Governance

Clear documentation and structure can help us remove single points of failure, avoid arguments, ensure a single version of the truth and avoid duplicated work. In this module;
 - See how to create a data dictionary to ensure a single version of the truth
 - Learn techniques to ensure metrics are used to drive the right behaviours
 - Facilitate exception based reporting with agreed triggers

Target Typology

Target Typology

How do you avoid your targets being misunderstood, misinterpreted and misused. In this module;
 - Learn the different target types
 - Understand tolerances & triggers
 - Avoid common mistakes

The Strategy Pyramid

The Strategy Pyramid

Before setting targets and goals it is important that these are aligned to strategies that support your organisational goals. In this module;
 - Understand your organisational goals
 - See how to balance your strategies
 - Learn how to align the right metrics and targets to your strategies

Root Cause Analysis

Root Cause Analysis

Root cause analysis is a core skill for analysts and forecasters but is something that few of us do well.  If we want to predict or shape the future it is vital that we understand the past. In this webinar we will explore:

- Why do we need root cause analysis
- How do we ensure we are asking the right questions
- Common Mistakes
- Use of technology to support root cause analysis

Descriptive Statistics - Part 1

Descriptive Statistics - Part 1

It is easy to lie with statistics it is easier to lie without them. Whether we are an analyst or a decision maker a basic knowledge of statistical knowledge is essential to;

 - Understand the predictability, variability and repeatability of our data and allow us to separate the exceptions from the normal
 - Ensure we are giving the right message
 - Make sure we aren’t being mislead and are focussing on the normal rather than the rare exceptions

In this pre-recorded webinar module we the introduce the principles of statistics including, standard deviation, standard error and confidence levels. The accompanying excel workbook allows you to pause and play, and practice with real life examples at your own speed. 
 

Understanding & Managing Sample Bias

Understanding & Managing Sample Bias

 - How to Identify Sample Bias & ensure you reduce the likelihood of bias
 - The impact on your data and insight validity from Sample Bias and the potential impact to your business
 - Common Sample Bias issues to look out for

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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