The Customer Management Forum has four main workshop meetings every year, with occasional additional special interest meetings on an ad hoc basis. Member companies are welcome to send up to three people to each meeting.

Dates for 2019

13th February
15th May
12th September
14th November

Previous themes

Themes covered at CMF workshops have included brand renewal, social forces, customer centricity, small data, multichannel customer journeys, marketing effectiveness, CRM, customer experience, social media, innovation through collaboration, mission and profit and impact.

A typical agenda includes

  • input from an industry or academic expert on a particular sub-topic syndicate groups pooling experience and trialling tools and processes
  • a case study of a member company or another practitioner
  • presentation and discussion of the latest research findings

Recent speakers have included:

  • Director of Insight & Loyalty, Sainsburys
  • Head of CRM and Customer Experience, Emirates
  • Managing Director, Suntours
  • Head of Customer Experience, British Gas
  • Global Head of Customer Management, HSBC
  • Supply Chain Director, Everything Everywhere
  • VP Marketing, Hilton International
  • Chairman, Dunn Humby
  • Customer Experience Director, Orange
  • Head of Marketing Strategy and Customer Experience, Disney
  • Head of Customer Service, John Lewis
  • Global Programme Director, Sony
  • Head of Marketing & Customer Experience, Cambridge & Counties Bank
  • Head of Channel Integration, Nationwide
  • Head of Digital, Great Ormond Street Hospital
  • Customer Insight Director, British Sky Broadcasting
  • Head of Customer Experience, Northern Gas Networks
  • Customer Experience Director, Standard Life
  • Chief Executive Officer, i to i Research
  • Chief eXperience Officer, idioplatform
  • Chief Executive Officer, TunedIn
  • Creative Director, Proximity

Further information for members

Members can access further information on workshops, including forward agendas and presentation downloads, from the Members’ Area.  Members need a password for access to this Members’ Area. In case you require access, please ask your company’s main contact or contact Forum Administrator Sue Gregory on s.gregory@cranfield.ac.uk or +44(0)1234 751122.