In April 2007, Alison Conaghan and I attended The Forum’s annual Customer Strategy & Planning conference. Over the next two days we watched dozens of talks, keynotes, case studies, training events and, very importantly, the Innovation Awards ceremony. We learned a lot at that information-packed and inspiring event and walked away with our little heads full of ideas to revolutionise WFM in our company. Above all though, that conference left us united by a single objective: to win the overall Innovation of the Year Award at the next Forum conference.