2021 Customer Strategy & Planning On-Demand

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

Keynote: The Value of Community

Originally broadcast Monday 9th October, 09:30

In this opening keynote, The Forum team members will discuss the importance of community. They will provide practical advice to help you expand your connections within and beyond your organisation.

Interactive Keynote: Davies

Originally broadcast Monday 9th October, 12:30

Generative AI and the Contact Centre Experience
Join Mark Odlin from Davies as he delves into the transformative power of generative AI in the modern contact centre.

Technology Showcase: The Forum LMS

Originally broadcast Monday 9th October, 13:30

A showcase of The Forum Learning Management System (LMS) which has been successfully rolled out to many of our members. Learn how different members have approached learning.

Technology Showcase: QStory

Originally broadcast Tuesday 10th October, 12:30

Hear from our partner QStory as they unveil their groundbreaking new feature – Agent Flex. It sets the new industry standard, giving agents unparalleled flexibility to propel the contact centre into a new era of adaptive workforce scheduling.

Interactive Keynote: Calabrio

Originally broadcast Tuesday 10th October, 13:30

Ed Creasey will present the latest research from Calabrio on the impact of AI on agents of the future, but it’s not what you might anticipate.

Technology Showcase: NICE

Originally broadcast Wednesday 11th October, 12:30

Graeme and Colin will talk about the differences in requirements for delayed response contacts and how NICE WFM is supporting them.

Interactive Keynote: Uniphore

Originally broadcast Wednesday 11th October, 13:30

Generative AI - Your trusted co-pilot for transformative customer and employee experiences.

Interactive Keynote: AI & Machine Learning

Originally broadcast Wednesday 11th October, 14:30

In this keynote we will be hearing from David Bruce and Alfy Reid from NEA Consulting to explore recent developments in AI, how it's being applied, the risks to consider and what the future might look like.

Endnote

Originally broadcast Friday 12th October, 12:30

Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving.