2023 Customer Strategy & Planning (Virtual)

Catch up on our previous conferences. 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 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
SilverPlus Sponsor
Davies & Dwr Cymru Welsh Water

Davies & Dwr Cymru Welsh Water

This open and trusting partnership has delivered on the selection and configuration of the best fit interaction analytics platform for Dwr Cymru Welsh Water. Davies, through their Managed Analytics service trained the team and helped them to identify priorities, and scale problems to ensure that they did not try to do too much all at once, and ROI was achieved. A process issue affecting one vulnerable customer was identified, queries revealed the extent of the customer base that could be affected by this flaw, this enabled them to make a change to the process, improving services for their most vulnerable customers. Results include a reduction in verbal complaints of 15%, a reduction in AHT by 35 seconds, and a speed up of the investigation process from 14 days, to just one day.
Iris Clarity & The Royal Borough of Greenwich

Iris Clarity & The Royal Borough of Greenwich

This pioneering partnership teamed up to enhance customer service through improved voice communication. They tackled the common challenge of background noise in contact centres, leading to a significant uplift in call quality and operational effectiveness. Leveraging Iris Clarity’s advanced audio technology, which uses AI for voice isolation, the collaboration has notably elevated customer experience by ensuring clearer communication and increased satisfaction. Beyond solving a practical issue, this partnership demonstrates the impact of technological innovation in setting new benchmarks for empathetic and efficient customer service, with exciting potential for broader applications.
miPerform & Northumbrian Water

miPerform & Northumbrian Water

miPerform and Northumbrian Water have been working in partnership since 2020 to redefine the boundaries of client and technology collaboration. At the heart of this partnership is a joint vision to deliver customer service excellence through empowering agents and enabling self-management, through deployment of an innovative toolset that supports peer-to-peer benchmarking, gamification, transparency, and fairness of reward. The operational background of the team at miPerform has been key to success; they understand what is important, combined with rapid response times, shared goals and an openness to learning and challenge. This is a very successful and embedded partnership.
QStory & Jet2holidays

QStory & Jet2holidays

A mature and established partnership between QStory and Jet2holidays delivered an extremely successful intraday automation implementation, which has been a great enabler for Jet2holidays homeworking model. Once they had a better visibility of their absence, QStory supported Jet2holidays with the establishment of a centralised absence management function SMART. The QStory policy of retaining 30% of developer time to be available to work on customer requests has been a real enabler for this change, ROI and stakeholder impact has been positive. Jet2holidays are so delighted that QStory were awarded one of their coveted supplier awards.
Sabio & DHL

Sabio & DHL

In a strategic partnership with Sabio, DHL Express UK embarked on transforming its resource planning and employee engagement, addressing staffing inconsistencies and inefficiencies. By overhauling their Workforce Management system, focussing on accuracy, optimisation, and schedule flexibility, they achieved significant improvements in forecast accuracy, resource efficiency, and employee satisfaction. Sabio took time to understand DHL, and their service goals, and worked hard to support and upskill the team at DHL. These efforts led to marked cost savings, showcasing the value of leveraging technology and innovation in the logistics industry.
Shaping the Future

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

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

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.

Technology Showcase: Calabrio

Technology Showcase: Calabrio

Originally broadcast on Tuesday 14th May, 12:30

Scott Budding from Calabrio reveals the latest Contact Centre trends. Drawing from real-life examples of award-winning Calabrio customers, Scott will showcase CX best practices. 

Technology Showcase: Business Systems

Technology Showcase: Business Systems

Originally broadcast on Tuesday 14th May, 13:15

In this session, Business Systems is joined by Zen Internet to discuss Zen’s Workforce Engagement Management transformation journey and how the business has improved employee engagement, customer experience, efficiencies and time savings through the right partnership and Workforce Management solution. 

Technology Showcase: Verint

Technology Showcase: Verint

Originally broadcast on Wednesday 15th May, 12:30

It's tough out there in the CX space - customer demands are growing faster than your budget and resources, but you still need to deliver the level of service they expect. To keep up with demand, organisations are turning to AI and CX Automation, and enjoying unrivalled CX potential that delivers enterprise-wide benefits. Hear from our partners Verint as they share new ideas. 

Endnote: Shaping the future: supporting your best next actions

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. 

Partner Article: Calabrio Introduces AI-Driven Bot Analytics to Enhance Quality Management

Partner Article: Calabrio Introduces AI-Driven Bot Analytics to Enhance Quality Management

Calabrio, the workforce performance company, announced its new suite of Bot Analytics tools for Quality Management (QM). Bot Analytics gives contact centres more performance data and insights to streamline and enhance the user experience.  

Calabrio’s Bot Analytics helps monitor and improve the performance and quality of chatbots and voicebots; organising all transcript conversations into topics, simplifying the review process, and making it easier to address issues efficiently.  

Beware of Bias

Beware of Bias

Bias influences every decision we make, every piece of analysis we do and every conversation we have. And if you are reading this and thinking “not me” then this is an example of the objectivity illusion. This is a tendency for people to believe that they are more objective and less biased than others. 
Navigating a Customer Experience transformation

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

Opening Keynote: How to Learn

Originally broadcast Tuesday 2nd July 09:30

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

Innovation Winners: Indeed & OVO Energy

Innovation Winners: Indeed & OVO Energy

Originally broadcast Tuesday 2nd July, 10:30

Learn from overall Innovation of the Year winners, indeed on Leading Global Transformation and OVO Energy talking about their Service Transformation.

Best Practice Partnerships: Hear from the judges

Best Practice Partnerships: Hear from the judges

Originally broadcast Wednesday 3rd July, 10:30

In this session our Partnership Awards Judges will share their highlights from this year's finalists stories. Sharing what has inspired them, and the learning that they have taken from the process

Award Winners: Quality Individuals

Award Winners: Quality Individuals

Originally broadcast Wednesday 3rd July, 14:15

Hear from 2024 Quality & Improvement Rising Star, Jess Baldock at DAS, our Knowledge Management Professional, Alexandra Jordan from Zopa and the Quality & Improvement Manager of the Year, Susan Drape-Comyn

Award Winners: Quality Teams

Award Winners: Quality Teams

Originally broadcast Thursday 4th July, 09:30

Learn from Benenden Health on Continuous Improvement Strategy, The Knowledge Management Team of the Year, Utility Warehouse and our Quality Team of the Year, ACCA.

Partnership Perfection: Hear from our associate heroes

Partnership Perfection: Hear from our associate heroes

Originally broadcast Thursday 4th July, 13:15

Join our Associate Heroes as they share their key ingredients for the perfect partnership

How Knowledge Management supports front-line colleagues

How Knowledge Management supports front-line colleagues

Francis Bacon said “knowledge is power” – and when it comes to your contact centre and the frontline of customer demands, knowledgeable agents are empowered agents, able to do their best work. 
Opening Keynote - Shaping the Future

Opening Keynote - Shaping the Future

Originally broadcast Monday 14th October 2024, 10:30

This year we challenged you to Shape Your Future, but is the future already here?

Panel Discussion: Standards Benchmarking

Panel Discussion: Standards Benchmarking

Originally broadcast Monday 14th October 2024, 12:30

Hear from members who have completed the Standards Benchmarking process to understand how they approached the self-assessment process and implemented change from their learning. 45mins

Learning & Development with The Forum

Learning & Development with The Forum

Originally broadcast Monday 14th October 2024, 13:30

Hear from Chris and Dave, Directors at The Forum as they take you through some of the learning journeys of our members and how our cloud-based Learning Management System is enhancing the learner experience. 

Technology Showcase: Calabrio

Technology Showcase: Calabrio

Originally broadcast Tuesday 15th October 2024, 12:30

Join us for Calabrio's Tech Showcase, where Scott Budding from Calabrio will deliver a tailored, in-depth demo of the Calabrio ONE suite. Experience first-hand how Calabrio's latest innovations in AI-driven analytics, real-time insights, and intelligent automation will empower your organisation to deliver exceptional customer experiences while prioritising agent well-being. 45mins

How to Empower Your Employees Through Coaching

How to Empower Your Employees Through Coaching

Discover how to elevate agent performance and transform customer experience using coaching & 

real-time guidance. Join Nick Rowe from CallMiner to discover best practices for providing agents with immediate feedback, personalised coaching, and actionable insights to improve customer interactions on the spot.

90% of bad Trustpilot reviews trace back to email, paper, and phone

90% of bad Trustpilot reviews trace back to email, paper, and phone

If you want to see a new way to solve this problem, then this session is for you.

Mat Elliott from Nivo will share lessons from working with over 100 financial services companies to digitise customer facing processes, and dive into case studies with brands like CoOp bank, Barclays, and United Trust Bank, where Verified Identity Messaging has transformed NPS from minus figures to +90 and slashed timescales from weeks to hours.

Can AI Truly Revolutionise Customer Experience?

Can AI Truly Revolutionise Customer Experience?

Join Huw Jones, Director of Solutions Consulting at Verint, as he delves into the revolutionary impact of AI on employee and customer experience (CX).

This session uncovers the practical steps and strategic insights necessary for integrating AI into CX initiatives. Huw will address the common challenges and highlight the critical success factors, emphasising the importance of aligning AI projects with clear business objectives. Attendees will gain a comprehensive understanding of how to leverage AI to enhance staff planning and nurturing, handle customer interactions, and drive business growth.

123