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.

Leadership Events

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.

Categories: 2024 BP Showcase

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.

Categories: Conferences, 2024 BP Showcase

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.

HGS Quality Team

HGS introduced ‘Quality Central’ to revolutionise its quality management across diverse sectors. Facing challenges from manual, siloed processes, the quality team’s deployment of this centralised platform marked a significant shift. Through strategic design, stakeholder engagement, and client-specific implementation, the initiative led to enhanced performance metrics, improved customer satisfaction, and streamlined reporting. This transformation underscores the power of technological integration and strategic planning in optimising organisational efficiency.

Firstsource WFM Academy

Firstsource’s WFM Academy addresses the urgent need for upskilling and reskilling in a tech-evolving corporate world. Through bespoke, technologydriven learning programmes, it aims to bridge the global skill gap, enhancing workforce capabilities. This initiative has successfully uplifted employee skill levels by 16%, demonstrating its effectiveness in aligning with business strategies and fostering a culture of continuous learning. The Academy sets a benchmark in corporate learning, ensuring organisational adaptability and long-term success.

Benenden Health Be Smart Programme

Benenden Health’s Be Smart programme revolutionises healthcare service delivery by fostering a culture of continuous improvement and member satisfaction. Shifting from centralised change management, it empowers individuals across the organisation through a network of champions, covering 75% of business functions. This initiative has yielded significant results, including £165K savings and a 441% increase in return-on-investment by 2023, demonstrating the effectiveness of embedding a culture of proactive change and engagement across all levels.

ACCA Quality Team

The ACCA Quality Team have transformed quality for their teams both domestically and internationally. By adopting a nuanced grading system and decentralised management, they tackled operational and cultural differences head-on. They not only harnessed technology for enhanced data analysis but also improved operational efficiency and integration across geographical locations. The outcome was a marked improvement in customer experience, demonstrating adaptability and innovation in educational quality assurance amidst modern challenges, with a strong emphasis on teamwork.

Kirsty Ritchie at Wheatley Housing

Kirsty has led on optimisation, by removing inefficient tasks to allow more value-add activities like extending the planning window and gaining the benefits like planning for recruitment. Her focus on longer term planning ensures that peak is now well managed and easier for all. Kirsty is well respected and is committed not only to continuous learning & development but also to sharing skills and new learning with her peers.

Michelle Adshead at VitalityHealth

Michelle led a pioneering project, promoting work-life balance by empowering employees to choose their shifts. Positive feedback ensued, prompting the implementation of a shift swap feature for enhanced efficiency. Work-life balance scores provided valuable insights, demonstrating the organisation’s commitment to employee well-being. Michelle’s adaptability and vision earned widespread acclaim.

Kevin White at VitalityHealth

Kevin showcases leadership through strategic team expansion and talent development. Learning from industry best practices, he diversified his team’s experiences, leading to innovative channels like WhatsApp. Internal training and personalised development plans ensure a robust talent pipeline. Kevin encourages individual growth, allowing flexible transitions within the team which stakeholders paid tribute to. Kevin’s commitment to excellence promises a future of continued success and adaptability.

Sam Collings at OVO Energy

Sam renewed the approach to recruitment and training. With her approach, the blend of weekend and remote workers has enhanced operational efficiency and relieved pressure on agents whilst improving morale. Embracing social media, they maintained service levels and reduced contact volume, achieving a 70% satisfaction rate and a 33% decrease in queries. Sam’s data analytics have driven continuous improvement, enabling personalised service and proactive customer engagement.

Alex Gold at OVO Energy

OVO Energy, under Alex’s leadership, tackled integration challenges, fostering a culture of empowerment and innovation. Alex prioritised team empowerment, laying foundations for strategic decision-making and operational optimisation, with his goal for Shared Services to become ‘The Brain of the Operation’. Assessing teams for skills and mindset alignment, coupled with a focus on recognition and feedback, reinforced a customer-centric approach.

Lauren Laycock at NFU Mutual

Lauren doubled the complaints department’s headcount, guided by data-driven insights to enhance efficiency. Lauren’s adept stakeholder engagement gained trust and elevated operational performance. Her journey underscores adaptability, collaboration, and a commitment to continuous improvement, resulting in tangible outcomes such as improved service levels and complaint resolution rates.

Kieran Ridley at Newcastle Building Society

Transitioning from operational backgrounds to strategic planning, Kieran embraced change and innovation while navigating integration challenges. He implemented Workforce Management solutions, streamlined processes, and introduced a centralised bereavement team to enhance service delivery and mitigate risks. With a focus on accuracy and efficiency in forecasting, he demonstrated resilience and adaptability in managing staffing levels and call volumes. Continuous learning and improvement underscore his commitment.

Cameron Croxon at Motorway

Cameron’s partnership-driven approach to workforce planning at Motorway showcases transformative outcomes. By prioritising collaboration, his team achieved a 13% FTE saving, equating to £1.3 million in savings. Challenges like manual administrative tasks were reduced by 23%. Cameron’s leadership style has an emphasis on delegation, integration, and continuous improvement, driving efficiency and skill development within the workforce.

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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 .