2020 Vision: Crystallising your knowledge

2020 is our 20th Anniversary at The Forum. It is a great time to look back on our first 20 years - and think ahead for the next 20. Our vision, back in 2000, was to raise standards in customer operations. This remains unchanged. We have been instrumental in helping to set standards across Planning, Insight and Quality. Now, having established communities of best practice, we will continue to raise standards and prepare for the future.

Our 2020 theme refers to the clarity and sharpness of vision required to purposely move forward towards your targets, goals and dreams. By looking back, we can recognise the benefit of our fluid thinking over the past 20-years and crystallise our knowledge of best practice and standards now. Then we can look ahead to the challenges and changes we will face over the coming decades.

To remain successful in the future we will need to continue to clarify the ever-changing needs and focus on the right element. Our knowledge needs to be challenged and developed further – stopping bad-industry habits, promoting fluid, fresh thinking and further enhancing our knowledge – and that of the professional community as a whole.

Our 2020 programme of best practice will provide everyone with an opportunity to learn, share and develop. 

  • Regional networking events will provide the opportunity to discuss challenges, understand different approaches to business-as-usual problems. 
  • Site visits and best practice events offer an unique opportunity to meet and hear from the award finalists to understand how they have made transformation happen. 
  • Our 20th anniversary conference, Customer Strategy & Planning 2020 will showcase an outstanding, large and diverse shortlist of award finalists, whilst offering thought leadership workshops and exceptional networking opportunities.  
  • The Learning Academy provides development options for everyone, at all levels – from our new Assisted Learning Pathway and workshop programme –to the bite-sized modules or learning webinars, which offer exceptional value in specific areas of knowledge.

Above all else, The Forum continues to offer its friendly, open and unique environment – a trusted space for memorable milestones on your professional journey. 

About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Series

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.


National Conferences 2020
30th Nov to 10th Dec
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2020
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

Get in touch
The Forum,
67 Europa Business Park,
Birdhall Lane,
Stockport, SK3 0XA

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