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.

eBay Real-time Team

eBay’s Real-Time team has revolutionised risk management with its proactive approach and collaborative ethos. Quantifiable results show significant time savings and workload reductions, thanks to retiring outdated processes and implementing informative playbooks. Challenges that once hindered efficient risk management have been eliminated, promoting transparency and trust across the organisation. The team’s resilience in a rapidly evolving landscape has helped drive these improvements.

Benenden Health Planning Team and Steven Miller Planning Manager

This planning team, led by Steven Miller, defined clear goals, maximised technology, and fostered collaboration, achieving remarkable improvements. Their success extended to reducing attrition, improving offline availability, and gaining influence in IT planning. While transitioning systems, their collaborative efforts showcased their expertise, offering a blueprint for effective resource planning. The planning team consists of only three people, including Steven, which is testament to what they’ve been able to achieve and build upon in a relatively short space of time.

Global Continuous Improvement and Collaboration at Worldpay

The Continuous Improvement Squad have embedded their approach to drive a culture of innovation and empowerment. Collaborating to help solve problems and prioritise improvements. Supporting colleagues with problem-solving workshops to help build their knowledge and confidence to identify new ideas and implement change. This inspiring case study demonstrates how to embed continuous improvement methodology as business as usual.

Customer Centricity at Water Plus

Water Plus, a prominent business water retailer, embarked on a journey to streamline their customer service processes through the implementation of a pod way of working. This case study delves into their innovative approach, challenges faced, and the remarkable outcomes achieved. By prioritising customer-centricity and investing in employee development, they have set a benchmark for excellence in the industry, paving the way for sustained growth and customer satisfaction.

Driving Operational Excellence at TSB

The TSB Planning team have demonstrated the importance of collaboration, skill development, and innovative tools in driving operational excellence within organisations. By creating a culture of open communication, embracing upskilling initiatives, and leveraging data-driven insights, teams can enhance performance, drive innovation, and achieve sustainable growth. This transformation has seen the adoption of Power BI and the transition from using excel spreadsheets to the implementation of a real-time alert system.

Business Evolution at OVO Energy

OVO Energy epitomised the intricate balance between innovation and transformation, underscored by the team’s dedication to strategic planning, technological advancement, and people-centric growth. The journey towards staying competitive requires strategic planning, agile processes, and a people-centric approach. This case study provides the essence of this journey, highlighting the challenges, strategies, and future vision of a dynamic team.

Operational Excellence at Novuna

Novuna exemplified the importance of effective team integration and operational efficiency in driving organisational success. Through collaborative efforts, transparent communication, and a commitment to continuous improvement, organisations can navigate challenges and seize opportunities in today’s ever-evolving business landscape.

Empowering Teams through Innovative Workforce Management at Motorway

The implementation of the workforce management tool exemplifies Motorway’s commitment to innovation and employee empowerment. Through effective communication, strategic planning, and a flexible approach to change, the team successfully navigated through challenges, ultimately enhancing operational efficiency and fostering a work environment conducive to growth and success.

Shift Pattern Design Framework at Lloyds Banking Group

Implementing a shift review program in a large organisation comes with its own set of challenges, from negotiating with unions to designing fair shift patterns. Flexibility, effective communication, and a focus on employee satisfaction are key elements in navigating these challenges successfully. By learning from experiences and adapting strategies, Lloyds have demonstrated how to create a shift systems that meets both operational and employee needs effectively.

Enhancing Operational Efficiency at Leeds Bradford Airport

In a bid to bolster operational efficiency and foster employee engagement, Leeds Bradford Airport undertook a transformative journey built on core planning principles and operational effectiveness. Through candid discussions and strategic foresight, the team navigated challenges and harnessed opportunities, heralding a new era of organisational resilience and employee empowerment.

Driving global standardisation & the power of effective communication at indeed

The integration of the WFM team into operations was hailed as a game changer with tangible value, from strategic support to operational efficiency gains. The transformative power of consistent messaging, stakeholder support, and a clear plan for the future emerged as catalysts for success. By leveraging ‘playbook’ meetings to align resources with forecasted service levels, the team maintained stellar performance amidst challenges.

Navigating Operational Challenges with Data driven decision-making at Hiscox

A cultural transformation built on visibility and transparency of data and how this is used to drive better decisions. Trust has been built in understanding and using the data to change the decision-making dynamic. Confidence with data has improved the understanding of customer and colleague behaviour. This case study demonstrates the transformative power of data-driven decision-making and strategic evolution in driving operational excellence.

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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 .