Thought leadership

Changing Gear – the 2015 theme – is about being ready to rise to the customer challenge. Steve Woosey, Chief Executive of The Forum explains, “Leveraging advantage is fundamental in business, but do we think about all the ways this can be achieved?

Equally important, in a customer-focussed business or service, are the twin challenges of long term, sustainable improvement and responsiveness to a fast-changing market. Here, we need to learn when to slow down and pay a different quality of attention, during particularly challenging parts of the journey, to contain risk or increase power and control. This is true for how we plan our own professional development as well as the end-to-end customer journey in an omni-channel world.”

To be held on 27th – 28th April 2015 at the Newcastle Marriott hotel, Gosforth Park, the conference will underpin the Forum’s annual best practice and development membership programme.


A vital part of The Forum community’s year, Customer Strategy and Planning brings together members from our four communities of continuous improvement, to celebrate achievement, learn from the top performers, share best practice and move the boundaries of what ‘good looks like’. Key to its success is the chance to join over 650 people from all industry sectors and hear real, insightful experiences, with a multitude of case studies, great speakers from industry leaders and facilitated discussion built into every session.


The agenda is organised so that delegates can create a personal schedule, taking the opportunity to address specific business imperatives and make a real difference when they get back to their workplace. Highlights of this year’s conference include:

  • Dedicated Keynote Theatre with visionary presentations and discussions to interest the whole community

  • Award finalist’s case studies from our Customer Contact Innovation Awards programme

  • New “How to” short practical sessions to build key skills

  • New “Ask the expert” clinics

  • Workshops on a wide range of topics, round table discussions at nearly every session and networking opportunities throughout the day

  • Dedicated EXPO demonstrating the latest technologies

Find out more at or contact The Forum team at  or 0333 123 5960.

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