2026 Best Practice Showcase (Virtual)

Summer 2026

Learn WHAT our award finalists are doing to continue “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.

Categories: Conferences, 2026 Best Practice Showcase

2026: #RaisingStandards (Virtual)

12th - 16th October 2025

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”.

Categories: Conferences, 2026 #RaisingStandards Autumn Conference

2026 Conference #RaisingStandards (In-Person)

Tuesday 3rd November 2026, Park Hall Hotel & Spa, Wolverhampton

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”.

Categories: Conferences, 2026 #RaisingStandards Autumn Conference

2027 Customer Strategy & Planning Conference (Virtual)

15th - 19th March 2026

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.

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2027 Customer Strategy & Planning Conference (In-person)

Tuesday 27th April 2027, Grand Hotel Gosforth Park, Newcastle

Categories: Conferences, 2027 CSP

On-Demand Conferences

Catch up on the presentations from our previous conferences.

Published on 23 July 2026

Resetting How We Care: Protecting Compassion in Customer Operations

Caring for customers has always been central to frontline work, but the emotional landscape has changed. People are arriving with heavier stories and more complex needs, and those supporting them are often carrying just as much privately. At the same time, the focus on how we identify and respond to vulnerability is increasing across sectors. This creates a tension between the level of compassion we want to offer and the emotional capacity we actually have available. The goal is not to care less. The goal is to protect our ability to care well. That begins with resetting how we think about emotional labour and redefining the systems that are meant to support it.

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Author: Leanne McNamee

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