2022 Customer Strategy & Planning

Catch up on our previous conferences. Click on the conference below to watch the Keynotes, Workshops & Technology Showcases. Full access to these videos is part of your Forum Membership. To access these videos, register or log in by clicking My Account at the top of this page. If you do not have the access you expect please email advice@theforum.social.

Gold Sponsor

2025 Innovation of the Year - Brightwell Pensions

Hear from the overall Innovation Award winner Brightwell Pensions.

Perfect Parnerships

Centrical and Capita Customer Experience talk around what makes a “Perfect Partnership

Focus on the Customer

Hear Margot Vanwynendaele share the award-winning story from Trainline on how a new telephony system allows teams to focus on the customer.

Raising Standards

This is a chance to understand The AA’s award story in the round and the benefits this has delivered for customers, colleagues and the company.

Forum Focus with Fournet

Achieving Big Gains in Customer Experience Without Big Budgets
Join Adam Clough from FourNet as he shares the story of how a major Central Government organisation transformed its contact centre performance through strategic Workforce Optimisation—without investing in new technology or increasing headcount.

Knowledge Sharing

Hear from Claire Boys-Layton from NFU Mutual on their award winning Engaging Knowledge Management journey.

Partnerships

Karl Fletcher, Novuna brings to life their partnership with Verint around the benefits of a full WEM (Workforce Enterprise) solution.

The Art of Storytelling

Phil Anderson, The Forum leads a brief keynote on “The Art of Storytelling” then a panel discussion where practical examples of understanding the difference you can make, and how to engage and influence others is discussed with some of this year’s judges and finalists: Graham Watson from Capita Regulated Services and Scott Budding from Calabrio.