As customer needs and expectations evolve, so too must our approach to service delivery.

As many organisations shift their focus to values-based assessment centers for recruitment, we will explore together innovative approaches that prioritise inclusivity whilst also aligning with organisational values.

As many organisations focus more on skills-based recruitment and with the average skill lifespan lasting c2.5 years, how can we ensure customer service colleagues develop and maintain the skills required for the future?

The importance of embedding effective coaching cannot be overstated. Coaching plays a crucial role in developing the skills and capabilities of employees, leading to improved performance, increased employee engagement, and enhanced customer satisfaction.

In the area of performance management getting the framework right is crucial for organisational success. The number of meetings that line managers have with their teams plays a pivotal role in this process.

It is crucial that organisations understand and connect with the generation that is driving innovation and change in today's world.

The importance of vulnerability and safeguarding of employees in the workplace cannot be overstated. It nurtures a supportive environment that promotes mental well-being, productivity, and overall organisational success.

Throughout 2023, there was a genuine desire from leaders responsible for the ownership of customer complaints in large operations to come together to share experiences, and learn from each other.

As we work our way through the evolving landscape of talent acquisition, understanding how organisations strategically choose candidates becomes essential for success.

Join us for an engaging discussion focusing on the intricacies of the new Consumer Duty regulation which came into force earlier this year.

In today's frontline customer operations, dealing with difficult customers is an inevitable challenge facing most advisors and team managers.

Complaints are an integral part of any industry. They serve as valuable feedback, providing insights into areas that may need improvement..

Recruitment and retention remain ongoing issues for businesses in all sectors and all geographies.

Hybrid and flexible working are now a part of most organisations' operating models with many businesses still working through how to better establish their approach.

In this session we're joined by Emma Krygier from FCA who will be explaining the key considerations on the upcoming Consumer Duty regulation.