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How omni-channel transforms customer experience in retail at Clarks

See how social media, CAI the Chatbot and a new digital platform are empowering advisors, delivering a dramatic improvement in customer satisfaction and future-proofing this 200-year old brand.

Confidence in planning transforms the operation at Yorkshire Ambulance

See how core planning principles have transformed the ambulance emergency service across Yorkshire, with great collaboration and leadership the key to gaining trust and making change possible.

Speech analytics: quality and customer experience at Vitality

See how successful implementation of analytics has transformed the contribution of Quality at Vitality, engaging colleagues and raising care scores up by a quarter, with a 13% drop in lapse rates.

Planning & insight: the heart of an improvement culture at Three Ireland

Empowerment and ownership has given analysts confidence to work in a new way with stakeholders across the business, build new solutions and improve forecast accuracy.

Customer closeness & the ‘advisor of the future’ at The Very Group

See how end-to-end customer journey improvements worth half a million pounds have been delivered within a year, driven by advisors in the model office, using agile transformation methods.

Planning as a strategic capability for the business at Sky

See how ‘inspired experts’ in the Sky Planning Team drive innovation in planning, to bring strategic value to the business and make life better for customers and colleagues.

Strategy & budget planning join up the business at RSA

See how strategic resource models are evolving and driving continuous improvement, consolidated onto a shared platform with Finance, fast & flexible, with a single trusted source of data.

Transforming sales: joining together for the customer at RS Components

See how sales opportunities doubled in a challenging market, by embracing customer service principles in sales and focussing on colleague engagement, proactive contact and value-add actions.

AI & process transformation at pace and scale at Openreach

See how two rapid innovation programmes are transforming the billion-pound delivery of fibre networks nationwide, engaging people and generating more than £1m efficiency, in less than a year.

Planning transformation and systems thinking at LV= General Insurance (LV= GI)

See how Planning gained a seat at the top Customer & Ops table and built confidence in the plan, while at the same time genuinely supporting those accountable for ‘doing the right thing’ in their own area.

Building a culture of wellbeing: dashboards & coaching at L&G

See how new PowerBI dashboards are driving actionable insight to support a new style of performance coaching and a culture of wellbeing and engagement.

Onboard training from London to Inverness at LNER

See how planning helped tackle complex challenges in introducing the first new train type in 30 years, itself the first step in a journey of digital transformation.

Transforming back office for clients & colleagues at L&G

See how planning and transformation teams worked with operations on an operating model that raised productivity 32%, employee satisfaction 13% and halved turn-round times for customers.

Planning: keeping ahead of the change curve in travel at Jet2

See how the customer contact operation at Jet2 has been transformed, to sustain growth and be increasingly agile in a challenging market, with homeworking, real time automation and digital channels.

How omni-channel transforms customer experience in retail at Clarks

See how social media, CAI the Chatbot and a new digital platform are empowering advisors, delivering a dramatic improvement in customer satisfaction and future-proofing this 200-year old brand.

Chatbots are transforming the online sales journey at The AA Ireland

See how a small team pioneered live chat and chatbots for sales, differentiating customer experience, cutting the length of chats by a third and raising conversion by 11% at key times.

MyTime: enabling wellbeing and engagement at work at esure

See how the quality of analysis, planning and engagement drove success in implementing new working patterns for everyone, in one of the biggest people changes esure has ever completed.

A new operating model for workforce engagement at E.on

See how a comprehensive review of working patterns laid the foundation for a transformation that’s been designed to drive better experience for customers & colleagues at a lower cost, across all channels.

Innovations help Capita stand out from the crowd

See how the Innovations Team has transformed the role of insight, at pace, with ground-breaking twitter analytics within six months and the new Customer Service Alexa skill for three clients in just 60 days.

2019 Innovation Awards Finalists

Be inspired by 12 high impact and ground-breaking innovations, shortlisted for the 2019 Innovation Awards and presenting their stories at the 2019 Customer Strategy & Planning Conference in Warwick on April 8-9. We’re proud to announce that these 2019 case studies shine the light on key trending topics for our members.

Fully engaging customers drives retention & growth at The Times and The Sunday Times

See how these famous news institutions thrive through digital transformation, strategically deploying data science and a personalised approach to engagement with content.

Changes amaze customers with paperless mortgages at RBS

See how digital transformation creates change in mindset & culture. It’s a UK first, with fast offers that amaze customers, some in 24hrs. Satisfaction jumped 50%, with rapid adoption across all channels.

Making Data Accessible and Engaging at NewDay

See how a new performance scorecard is creating visibility across teams to drive best practice, enabling colleagues to own their own performance and raising aspirations.

Creating an environment where success is inevitable at Anglian Water

See how an enterprise-wide community of insight professionals is connecting and developing people, based on principles that anyone could learn from. They share, innovate & create proven value.

Resource planning for engineers’ training at Openreach

See how analysts and stakeholders connected, making it possible for new tools, data and processes for resource planning to transform the delivery of Learning, Development & Resourcing for field engineers.

The power of planning to transform the business at British Engineering Services

How flexible resourcing and strategic use of planning helped them stand out from competitors on service and create a new, one team culture that’s doubled sales and raised month-end service by 50%.

Powerful insight drives a new operating model at Capita PIP

See how data-driven optimisation and a robust operational governance framework transformed this field-based service and became a benchmark for group-wide best practice.

Make it personal: one more thing to help colleagues at EE

A real shift of mindset in Planning means they are delivering solutions that, a year ago, many considered impossible. This comes from placing ‘personal’, a key company value, at the heart of their thinking.

Love to Listen: agent-led flexibility and change at Anglian Water

See how an experienced planning function joins up the business, helping teams embrace the need for change and reclaim the No:1 spot for service in the regulator’s ranking.
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