2026 Customer Strategy & Planning Virtual

Keynote: Redefining Workforce Planning

Tuesday 17th March, 09:30

This keynote challenges outdated thinking in Resource Planning and redefines forecasting, insight, scheduling and Real-Time as a single system of strategic intelligence.

Workshop: Redefining Scheduling

Tuesday 17th March, 13:30

To prepare for the future of AI-driven scheduling, organisations must shift from control to design, from discretion to governance, and from firefighting to readiness, developing planners as system stewards, leaders as culture architects, and employees as responsible participants in a shared, transparent workforce ecosystem

Keynote: Redefining Operational Improvement

Wednesday 18th March, 09:30

Resetting Improvement explores how Quality, Learning, Knowledge and Continuous Improvement must evolve for a new era of customer operations, moving beyond legacy habits and outdated metrics toward adaptive frameworks, evidence‑based readiness and human‑centred performance that can thrive in the complexity of 2026 and beyond. 

Workshop: From Strategy to Action

Wednesday 18th March, 10:30

Making Vision Meaningful for Team Leaders

Strategic vision only works when it translates into meaningful action at team level. In this keynote, Martin Teasdale explores the gap between organisational strategy and the day-to-day reality of team leaders and their teams.

Workshop: Why Emotional Intelligence & Feedback Are the Missing Links in Call Centre Leadership

Wednesday 18th March, 13:30

In many call centres, people are promoted because they are technically good at the job. They understand the systems, they hit targets, and they perform well under pressure. But when they step into leadership, they are rarely supported to develop the skills they need to lead people effectively. With Lou Carter, Founder, Rising Vibe.

Keynote: Redefining Data, Analytics & Insight

Thursday 19th March, 09:30

Resetting Insight explores how data, analytics and AI are moving from reporting to responsible, autonomous decision-making, and how organisations can embed insight directly into the systems that shape customer and colleague experiences.

Workshop: Data Principles in a CCaaS World

Thursday 19th March, 10:30

This session highlights the essential principles needed to manage, govern, and activate data in a cloud‑native environment and discussed the differences from how data is presented from on premise platforms. 

Workshop: Opensource Tooling & Methods

Thursday 19th March, 13:30

Whilst Excel remains the original example of “Open Source Tooling” in our industry it does come with its limitations. In this session we will discuss how tools such as “Python” “R” and “Shiny” can be utilised within planning and insight and the benefits they can bring. This session will feature expert input from Phil Stubbs from Atlantic insight.

Workshop: Why a ‘reset’ in vulnerability customer service is necessary now

Thursday 19th March, 14:30

In this session, Helen Pettifer will explore why traditional approaches to vulnerability are no longer fit for today’s customer landscape. Vulnerability has not simply increased — it has changed in nature, complexity and visibility.

Endnote

Friday 20th March, 13:30

Conference Summary

Opening Keynote: Customer Strategy & Planning, Reset | Redefining

Originally broadcast on Monday 16th March, 10:30

Customer Strategy & Planning, Reset | Redefining
This keynote challenges leaders to press reset on outdated planning, metrics, and behaviours, and to start redefining what excellence in customer operations truly means. 

Verint Technology Showcase

Originally broadcast on Monday 16th March, 12:30

The Real-Time Workforce, Realign the Moment: How Real-Time Insights Reshape Performance

Our Gold Sponsors Verint explore how moving beyond traditional WFM unlocks a new era of performance and employee experience. We’ll walk through the journey to Reset, Redefine and Realign—resetting long‑held assumptions about coaching, redefining performance through real‑time behavioural insight, and empowering agents to realign instantly with live coaching, instant EX scoring, and flexible scheduling tools. 

Hiya Technology Showcase

Originally broadcast on Monday 16th March, 13:30

Join Hiya for a focused session on Branded Calling and how verified, identifiable outbound calls are transforming customer communication. As trust becomes critical to engagement, branded calling helps organizations improve answer rates, reduce call hesitation, and build confidence at the moment of contact. We’ll explore why it matters, how it aligns with evolving customer expectations, and practical ways to strengthen voice engagement.