Leadership Forum, 20th November, Nottingham

Join other leaders to learn how a values-based approach can underpin collaboration across functions on strategic change in your organisation. Register your interest - free to delegates at the conferences on 20th or 21st November and invited guests.


We are delighted that Alan Williams, Founder & MD at SERVICEBRAND GLOBAL will be with us to talk about the arrival of what he calls the Values Economy. Alan is a passionate advocate of the power and importance of front line employees in delivering a memorable customer experience and the alignment of organisations horizontally and vertically. Author of The 31 Practices, he shares thought provoking ideas as well as very practical tips to apply in  practice.  Following his keynote at 9am, there is time to meet and discuss in small groups with fellow leaders and ask your own questions of Alan himself.

An interactive session then relates this to our roles & functions by looking at how cultural change can be driven by operational evolution. Led by Graeme Gabriel, Strategic Workforce Optimisation Consultant at Verint, this is the chance to discuss how customer operations are evolving in response to an evolution in the way customers want to interact with us, and how that affects the workplace.

  • Consider what we need to do to continue to deliver an ever rising customer expectation in parallel with employee expectations
  • Focus on 5 different headings around which your operation will change
  • Share practical examples of what you and your peers are planning to do to address this 

This is followed by a networking lunch at 13:10 and the chance, for those who can stay in the afternoon, to join the conference workshops or the Best in Class network groups for those engaged in Planning Standards Benchmarking.  


Alan Williams is Founder & MD 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. He coaches service sector organisations globally to deliver values-driven service for sustained performance. Alan is a non-executive director of BQF (The British Quality Foundation), a Faculty Member of Culture University, Founder of the newly forming Global Values Alliance, a visiting lecturer at Surrey University and a Fellow of the Institute of Hospitality. His co-authored books have received critical acclaim: THE 31 PRACTICES (for transformation of organisations) and My 31 Practices (for personal & professional development). 


The National Planning Conference is the following day, 21st  November and if you are staying overnight this gives another opportunity to network with your professional peers. 

This Leadership Forum is sponsored by:

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As an independent body supporting the contact centre industry since early 2000, we are supplier-independent and work across all industry sectors to provide specialist support for contact centre professionals.

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