Speaker interviews

Speaker interviews


Emma Miller, Research and insight director, Solutions Research

Emma Miller, Research and insight director, Solutions Research

How has Covid-19 affected the way organisations create a strong customer experience culture?

 

Many organisations are looking again at their customer experience delivery. Customers need organisations to communicate clearly, act reassuringly, and respond quickly. Perceptions and needs have evolved quickly since the early days of lockdown, moving beyond simple messages of ‘solidarity’. Promises of empathy and support must be actively demonstrated—across every touchpoint, every day.

 

What can organisations do to improve their customer experience culture in the wake of the pandemic?

 

Success is about ensuring you are getting the basics right to make people’s lives easier—removing friction and frustration. It’s also vital that your customer experience and communication speaks to customers clearly, and helps them navigate current challenges, as well as those ahead. To achieve both, it’s vital for organisations to understand the ‘human stories’ of their customers that will reveal the pain points, changing behaviours and needs that the customer experience must address.

 

What is the one main reason why delegates should attend your session?

 

At a time when we are physically distanced, it’s vital for Housing Associations to stay connected with their customers. Our session will explore how to make customer research work for your organisation. Understanding how to use qualitative and quantitative research to ensure your customer experience remains responsive, agile and relevant is key. Using approaches such as panels and video platform qualitative research make this practical and affordable, even in these challenging times.


Liam Kelly, London tenants federation & tenant, Guinness Trust Estate (Hackney)

Liam Kelly, London tenants federation & tenant, Guinness Trust Estate (Hackney)

What can organisations do to improve their customer experience culture in the wake of the pandemic?

Many people will be finding the lockdown has put extra pressure on tenancies, incomes and relationships. LTF signposts and provides links to various organisations which can offer free advice and support, and some light relief.

 

What is the one main reason why delegates should attend your session?

To hear London Tenants Federation describe what real engagement looks like.


Naomi Sweeting, Head of business insights and performance, Alliance Homes

Naomi Sweeting, Head of business insights and performance, Alliance Homes

How has covid-19 affected the way organisations create a strong customer experience culture?

 

Recognition that communication with customers is critical to showing you care.

 

What can organisations do to improve their customer experience culture in the wake of the pandemic?

 

Recognise that customers have an emotional response to how you deal with them and empathy is critical to delivering a good customer experience.

 

What is the one main reason why delegates should attend your session?

 

Greater understanding on how to create a strong customer offer and positive outcomes for your customers.

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