2023 Customer Strategy & Planning (Virtual)

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.

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.

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. 

Inspiring Personal and Professional Development at eBay

Learn how eBay are nurturing personal and professional growth within the team, underlining the organisation’s commitment to continuous improvement and talent development. By prioritising personal and professional growth, eBay is poised to unlock the full potential of its workforce, driving sustained success and organisational resilience in the ever-evolving business landscape.

Firstflex: Collaborative Problem-Solving at Firstsource

Innovation isn’t just about groundbreaking ideas; it’s about promoting a culture where every voice is heard, and every challenge is met with collaborative solutions. Firstflex illustrates how it allows team members to engage in various projects based on their interests. Learn how Firstsource developed their own technology in pursuit of sustainability, underscoring the team’s commitment to fostering innovation from within.

Firstlink: Transforming Operations at Firstsource

This platform, a brainchild of collaborative efforts between the development team and operational stakeholders, has revolutionised the way business is conducted, ushering in a new era of efficiency, connectivity, and streamlined operations. The adoption of Firstlink has heralded a new dawn for the organisation, propelling it towards greater efficiency, connectivity, and operational excellence.

Kristie-Leigh Armstrong at BT Group

Kristie-Leigh spearheaded a transformative journey in workforce management, with an  emphasis on communication, collaboration, and employee well-being. Through initiatives like Flexi-breaks, My Day and Uni-flex, she has helped shape a culture of accountability and inclusivity, reducing shrinkage and increasing coverage. Kristie-Leigh’s dedication to personal development and support for colleagues inspires others to embrace change, drive innovation, and prioritise the welfare of their teams.

Iain McFarlane at DHL

Through streamlined processes and a commitment to continuous improvement, Iain achieved significant savings and operational efficiencies. By fostering a culture of learning and embracing challenges, Iain empowered his team to excel and innovate. He exemplifies the potential for personal growth within the organisation, with a focus on operational excellence and customer satisfaction.

Alex Gold at OVO Energy

OVO Energy, under Alex’s leadership, tackled integration challenges, fostering a culture of empowerment and innovation. Alex prioritised team empowerment, laying foundations for strategic decision-making and operational optimisation, with his goal for Shared Services to become ‘The Brain of the Operation’. Assessing teams for skills and mindset alignment, coupled with a focus on recognition and feedback, reinforced a customer-centric approach.

Kevin White at VitalityHealth

Kevin showcases leadership through strategic team expansion and talent development. Learning from industry best practices, he diversified his team’s experiences, leading to innovative channels like WhatsApp. Internal training and personalised development plans ensure a robust talent pipeline. Kevin encourages individual growth, allowing flexible transitions within the team which stakeholders paid tribute to. Kevin’s commitment to excellence promises a future of continued success and adaptability.

Davies & TJX

In a strategic collaboration, global retailer TJX and Davies revolutionised employee onboarding, focussing on decentralised training and soft skills. Incorporating digital learning and aligning with cultural values, they achieved a 300% investment return, which included a reduction in the glide path to productivity in the contact centre from 8 weeks to 6 weeks. This partnership not only enhanced employee engagement and customer service for TK Maxx and HomeSense but also established new benchmarks for training excellence, an increase in empathy and rapport with customers with a positive impact oncustomer loyalty.

Shaping the Future

Learning from across the industry helps us to know the fundamentals and brilliant basics, recognise good to best practice and showcase excellence and pioneering new ways. This collaborative way of working helps us to understand all types of challenges, from enduring problems, current and emerging trends to unique and outlying issues and priorities. This isn’t about industry averages and validating old ways of thinking. This is about stretching our thinking, learning and doing something differently.

The power of effective communication

Why do some people, teams and organisations continually struggle with communication? Yet, many global organisations excel in cross-functional collaboration and engagement?

Opening Keynote: Shaping the Future

Originally broadcast Monday 13th May, 09:30

How can we prepare ourselves for whatever happens? How can we think forward and be confident with our best next decisions?

Hear from The Forum’s team of Specialists as they each share their inspiration thoughts on how to Shape the Future.

Endnote: Shaping the future: supporting your best next actions

Originally broadcast on Friday 17th May, 12:30.

Rounding off the virtual conference and first stage of this year's best practice programme with inspiration, ideas and clear next steps. This endnote will support your learning, and give you takeaway ideas on how to turn this into an action plan. 

Navigating a Customer Experience transformation

Customers increasingly expect brands to deliver support that helps them solve issues as quickly as possible and doesn’t require them to waste time on the phone with human call agents. To meet these rising expectations, many brands have undergone—or plan to undergo—a customer experience transformation, using lessons learned from evolving customer requirements to deploy tools that deliver on their demands.

Opening Keynote: How to Learn

Originally broadcast Tuesday 2nd July 09:30

How you can use this week to learn from our members.