Quality & Customer Experience Conference 2018

A one day conference for Quality professionals
an inspiring mix of networking, presentations, case studies, round tables and workshops.

20th November 2018, Nottingham

Quality & Customer Experience Conference What You'll Discover at The Quality & Customer Experience Conference:
Choose From Over 20 Sessions
Experiences Only at Conference

Quality & Customer Experience Conference

The National Quality & Customer Experience Conference is the flagship conference for all Quality Professionals, providing a unique opportunity to discuss and shape best practice principles, hearing practical case study examples from best-in-class organisations and networking with fellow Quality professionals.

Join us on a day learning from the inspiring keynote presentations, industry professionals and best practices that will keep you looking ahead.

Attend sessions and interact with other Quality professionals and experts. This year's event is bigger than ever - with more than 20 sessions, inspiring keynotes and the opportunity to meet one-on-one with the leaders who are shaping the future in customer contact.

Check Agenda


NICE: Global Leader in
Cloud Contact Center Software.


12 Professsional Speakers:
Speakers from The Forum and industry professionals.

Date & Time

20th, November 2018
9.00 AM - 4.30 PM


Eastwood Hall
Mansfield Road,
Eastwood, Nottingham,
NG16 3SS

20 Sessions
25 Hours
12 Speakers

Key topics

Key topics at conference this year include

Behaviour based quality frameworks Introduction to behavioural based frameworks including the benefits, pitfalls and examples of how behaviours/values translate into your quality framework. Learn what this does for the feedback conversations and personal development.
Influencing skills for Stakeholders Learn about key influencing principles and how to make them work for you and your initiatives in the work place. Be introduced to nudge theory, the science behind persuasion and some practical tips that you can try out immediately at work, and at home!
Defining a customer experience Align your strategies, measures and targets to deliver an experience that is aligned with your brand values and customer expectations to set goals that ensure you deliver against them
How to structure data The customer’s experience of us is focussed on the interactions they have with us. The Data from Speech and text analytics gives us great insight into these interactions and can be linked together to create an interaction centric view of our world.
AI & Robotics Hear from industry leaders and technology providers on the current state and future state of artificial intelligence and use of robotics in call centres.
Driving Performance through Insight Understand the critical success factors that increase value & drive improvement

Quality & Customer Experience agenda

Directly addressing the needs of Quality Professionals as well as business leaders, this one day conference offers an inspiring mix of networking, presentations, case studies, round tables and workshops.

08:00am Registration and Refreshments
09:00am Opening Keynote - Be your Personal Best & guest speaker Alan Williams, Director at ServiceBrand Global
10:00am Refreshments and networking

10:30am Quality & Voice of the Customer Keynote
11:30pm Quality Frameworks Workshop
12:30pm L&D Academy Showcase
13:15pm Alan Williams Workshop
14:15pm Performance & Quality Showcase
15:15pm Defining a customer experience workshop
10:30am Discover hidden insight keynote
11:30pm AI & Machine Learning workshop
12:30pm Informal Networking
14:15pm Building data structures around interactions workshop
15:15pm Driving Performance through Insight workshop
10:30am Social Media & Interaction Analytics case studies
14:15pm Influencing Skills for Stakeholders workshop
16:30pm Conference close
16:40pm Networking drinks

Event Speakers

A range of speakers from The Forum and industry experts
directly addressing the needs of Planning Professionals as well as business leaders.

Paul Smedley
Paul Smedley Chair, Founder

Paul is responsible for the strategic development of our best practice programmes, the popular annual conference and the prestigious Innovation Awards.

Nicola Callan
Nicola Callan Director

Nicola started her career in the travel industry working in customer facing and management roles in Spain and in the UK. A move to a consultancy firm in Financial Services generated experience in process definition and improvement methodologies.

Phil Anderson
Phil Anderson Head of Planning

Phil Anderson is Head of Best Practice (Planning) providing a range of membership support including training, research, presentations, facilitation, consultancy and corporate reviews.

Bob Stella
Bob Stella Head of Best Practice

Bob brings a broad experience in transforming customer service in any industry: From the global, multisite, multinational organisation to the local two seater operation.

Richard Abdy
Richard Abdy Head of Membership

Richard has nearly 20 years’ leadership and planning experience in finance, telecoms and public sector customer contact organisations.

Dee Chapman
Dee Chapman Programme Support Manager

Dee has worked in the customer contact industry for nearly 16 years, working predominantly in improving quality and customer service and lowering customer effort.

Leigh McIlwaine
Leigh McIlwaine Programme Development Manager

With over 20 years experience working in the industry, Leigh has achieved a high level of specialist skills In Contact Centre & Back Office Resource Planning.

Ian Robertson
Ian Robertson Insight and Customer Experience Specialist

Ian has worked in the customer contact centres for the past 15 years, starting out as a customer service advisor dealing with correspondence, inbound and outbound calls and emails.

Alison Conaghan
Alison Conaghan Planning and Insight Specialist

Alison has had various roles including intraday, planning, forecasting and scheduling within a multi-site, multi-lingual environment.

Paul Jackson-Moss
Paul Jackson-Moss Customer Contact Specialist

Paul brings 17 years experience of end to end resource planning in Contact centres, motivated by a challenge and a passion for identifying and delivering improvements not just for the customer but those on the frontline in planning and operations.

Alan Williams
Alan Williams Director at SERVICEBRAND GLOBAL

Alan is a published author and international speaker whose projects have delivered measurable business impact across a balanced scorecard and been recognised with industry awards.

David Naylor
David Naylor Founder, Humanotics

David works with organisations to deliver smarter customer experiences by building more intelligent operations. He will be speaking in our new workshop where he will be explaining how AI & Machine Learning works and how insight can become more pro-active than reactive.


Eastwood Hall

Located in an unforgettable setting, easily accessible and just a short drive away from the city of Nottingham, Eastwood Hall is a contemporary event and conference venue with modern and stylish space ideal to host this year's Quality conference. Click find out more for travel and accomodation details.

Find out more


Here is a list of answers to frequently asked questions about the conference.

If you still have unanswered questions after reading this page, please contact us.

Great speakers with great topics. Join us!

Hear from the people leading the way in the Customer Contact Industry.
Gain insight into emerging strategies, the latest innovative technologies, and best practices.
Network with leaders, build your network and collaborate with your peers.

"The Quality & Customer Experience Conference is the largest of its kind. Our professional community can support you in bringing together business functions."

Paul Smedley Chair, Founder
Prices from £700
  • Conference Pack
  • 20 Sessions
  • 12 Professional Speakers
  • Lunch and snacks provided
  • Networking Drinks

*Ticket prices are £700.00 for members, £800.00 non-members.

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67 Europa Business Park
Bird Hall Lane, Stockport

T: 0333 123 5960

Give us a call or drop by anytime, we endeavour to answer all enquiries
within 24 hours on business days.

We are open from 9.00 AM — 5.00 PM week days.