Filter
Filter

Filter

Filter content by topic
Asset management
Brexit
Care and support
Development
Finance
Fire safety
Housing Management
Markets
Technology
Policy
Regulation and Governance
Mergers and Acquisitions
View All

CX 2020

Wednesday, 05 Feb 2020
8:30 AM - 5:35 PM
London
CX2020-BANNER.png

Thank you for making this years

conference such a success!

 

The Customer Experience Conference and Exhibition (CX2019) was the UK’s leading event for CX leadership teams & practitioners in social housing and was expanded this year to provide the most extensive conference programme bringing together case studies and panels from the public AND private sector.

 

Following extensive research with a broad cross-section of professionals working in CX in social housing, and the supply chain which supports delivery, CX2019 was a platform for ideas-sharing underpinned by insightful case studies of some of the industry’s most innovative projects.

 

The event was based around the three themes that your CX peers have told us are most important to developing exceptional customer experience in social housing:

 

Strategic Planning


Strategic Planning Theatre

People Issues

People Issues
Processes & IT

Processes & IT

 

The CX2020 event will take place on 5 February 2020 at the Business Design Centre and while tickets are not available to purchase yet, you can let us know you would be interested in attending next year by completing this form:

 

Register your interest for 2020

 

 


2019 Sponsors

 

Capita

 

 

 

 

GateOne
Hitachi

 

 

 

 

Kirona

 

MGI Learning

 

 

All Speakers


Christine Ashton

Executive director housing
EMH Homes

David Atherton

Customer experience director
AO.com

Chris Berry

Business development manager
Capita

Anna Bishop

Director of customer service
Riverside

Phil Brunkard

Chief technology officer
BT

Carole Burchett

Tenant
Soha Housing

Neville Carter

Director of customer services
Housemark

Jo Causon

Chief executive
The Institute of Customer Service

Lynda Davis

Customer experience manager
Saxon Weald

Steve Douglas

Co-chief executive
Altair

Shaun Finegan

Director of customer experience
Accent Group

Carole Galsworthy

Director of transformation
Halton Housing

Matthew Gardiner

Head of ideation
L&Q

Kate Gascoigne

Executive director of customer experience
Irwell Valley Homes

Chris Hall

Operations manager
John Lewis

Ann Harris

Steering group member
A Voice for Tenants

Liz Haworth

Chief operations & transformation officer
Torus

Eric Hodges

Placemaking and partnerships manager
Orbit

Geraldine Howley

Group chief executive
Incommunities

Kelly Iriondo

Principal consultant
MGI Learning

Helen Jaggar

Chief executive
Berneslai Homes

Kate Jungnitz

Director of customer service
Plus Dane Housing

Daniel Klemm

Head of policy & communications
Together Housing Group

Simon Lea

Customer solutions operations manager
Clarion Housing Group

Grant Leboff

CEO
Stickymarketing

Linda F Levin

Project director
Irwell Valley Homes

Emma Maier

Portfolio director
Inside Housing

Julie Marsh

Executive director of neighbourhood management
South Liverpool Homes

Neil Martin

Business manager asset management & maintenance
Sandwell Metropolitan Borough Council

Chris Masey

Account manager
Amazon Web Services

Sarah Mbatha

Director of housing care and communities
Octavia

Holly McGivern

Principal officer
London Borough of Camden

Chantal Mitchell

Customer experience manager
Vivid Homes

Shauna Morton

Head of community investment
Bolton at Home

Tom Neely

Housing practice lead
Berwick Partners

Jen Parkin

Principal officer
Camden Council

Gera Patel

Partner
Campbell Tickell

Jane Porter

Chief operating officer
Optivo

Dave Richmond

City neighbourhoods and housing manager
Hull City Council

David Ripley

Director of business development
Thirteen Group

Jay Saggar

Digital lead
HACT

Umbar Shakir

Client director digital lead
Gate One

Nick Shipton

Sales director
Kirona

Thomas Somers

Innovation and transformation manager
Wandle Housing Association Limited

Mariana Southern

Head of product
Avios.com

Wendy Stephens

Localities leader
Bromford

Louise Thompson

Operations manager
Tpas

Sally Trueman

Steering group member
A Voice for Tenants

Andrew van Doorn

Chief executive
HACT

Tom Way

Innovation manager
L&Q

Ian Wright

Managing director
Disruptive Innovators Network

Presentation Slides 2019

Below you find the presentation slides available for download:

 

The Strategic Planning TheatreThe People Issues TheatreThe Processes & IT Theatre 


The Strategic Planning Theatre

09.00 – 09.05 - Welcome & Chair’s Opening Remarks
Ian Wright, Managing director - Disruptive Innovators Network


09.05 – 09.30 - Opening Keynote: Trends & horizons -> DOWNLOAD SLIDES
Jo Causon, Chief executive - Institute of Customer Service

 

09.30 – 10.30 - PANEL DISCUSSION: Putting quality at the heart of customer experience -> DOWNLOAD SLIDES

- Kate Gascoigne, Executive director of customer experience - Irwell Valley Homes
- Sarah Mbatha, Director of housing, care & communities - Octavia
- Umbar Shakir, Client director, digital lead - Gate One
- Andrew van Doorn, Chief executive - HACT

 

11.00 – 11.25 - What does the future direction of industry regulation mean for CX?

Steve Douglas, Co-chief executive - Altair

 

11.25 – 12.25 - PANEL DISCUSSION: “The job would be ok if it wasn’t for those pesky tenants.” Learn, listen, change. -> DOWNLOAD SLIDES

- Christine Ashton, Executive director, housing - EMH Homes

- Ann Harris, tenant - Hinkley and Bosworth Council & Steering group member - A Voice for Tenants
- Chantal Mitchell, Customer experience manager - Vivid Homes
- Sally Trueman, Tenant & Steering group member - A Voice for Tenants

 

13.35 – 14.00 - CASE STUDY/INTERVIEW: How Optivo kept customer service and customer satisfaction high during a period of change -> DOWNLOAD SLIDES

Jane Porter, Chief operating officer - Optivo

 

14.00 – 14.40 - Customer engagement and measurement strategies

Grant Leboff, CEO - Stickymarketing

 

14.40 – 15.05 - What happens when social housing meets the 4th Industrial Revolution? -> DOWNLOAD SLIDES

Matthew Gardiner, Head of ideation - L&Q

 

15.35 – 16.35 - PANEL DISCUSSION: Tenant engagement spectrum -> DOWNLOAD SLIDES

- Ann Harris, Tenant - Hinckley and Bosworth Council & Steering group member - A Voice for Tenants

- Eric Hodges, Placemaking & partnerships manager - Orbit
- Geraldine Howley, Chief executive - Incommunities
- Sally Trueman, Tenant and steering group member - A Voice for Tenants

 

16.35 – 17.20 - PANEL DISCUSSION: Developing complaints procedures for improved customer satisfaction -> DOWNLOAD SLIDES

- Helen Jaggar, Chief executive - Berneslai Homes
- Simon Lea, Customer solutions operations manager - Clarion Housing Group

 

17.20 – 17.30 - Chair’s Closing Remarks
Ian Wright, Managing director - Disruptive Innovators Network

 

Back to top


The People Issues Theatre

 

09.00 – 09.10 - Welcome & Chair’s Opening Remarks
Emma Maier, Portfolio director - Inside Housing

 

09.10 – 10.10 - PANEL DISCUSSION: What do customers really want? -> DOWNLOAD SLIDES

- Carole Burchett, Tenant - Soha & Steering group member, A Voice for Tenants

- Lynda Davis, Customer experience manager - Saxon Weald
- Julie Marsh, Executive director of neighbourhood management - South Liverpool Homes

 

10.10 – 10.35 - CASE STUDY: Customer interface: Customer research & rewards programme

Mariana Southern, Head of product - Avios.com

 

10.35 – 11.35 - PANEL DISCUSSION: Tenant engagement strategies -> DOWNLOAD SLIDES

- Linda Levin, Interim project director - Irwell Valley Homes
- Shauna Morton, Lead on customer investment - Bolton at Home
- Dave Richmond, City neighbourhoods and housing manager - Hull CC
- Louise Thompson, Head of business services - TPAS

 

12.05 – 13.05 - PANEL DISCUSSION: Recruitment - Building a diverse workforce, with the right skills for a modern customer service operation -> DOWNLOAD SLIDES

- David Done, CEO - RHP
- Tom Neely, Housing practice lead - Berwick Partners
- Gera Patel, Partner - Campbell Tickell

 

14.10 – 14.45 - CASE STUDY: Staff engagement as part of your CX Strategy 

Chris Hall, Operations manager - John Lewis

 

14.45 – 15.45 - PANEL DISCUSSION: Staff engagement -> DOWNLOAD SLIDES

- Chris Hall, Operations manager - John Lewis
- Kelly Iriondo, Principal consultant - MGI Learning
- Kate Jungnitz, Director of customer service - Plus Dane Housing

 

16.20 – 16.45 - Measuring and aligning customer satisfaction -> DOWNLOAD SLIDES

Daniel Klemm, Head of policy & communications - Together Housing Group

 

16.45 – 17.25 - CASE STUDIES + PANEL DISCUSSION: Developing a neighbourhood approach -> DOWNLOAD SLIDES

- Wendy Stephens, Localities leader - Bromford
- Andrei Szatkowski, Executive director operations - Aspire Group

 

17.25 – 17.30 - Chair’s Closing Remarks
Emma Maier, Portfoiol director - Inside Housing 

Back to top


The Processes & IT Theatre

 

09.20 – 09.30 - Welcome & Chair’s Opening Remarks
Neville Carter, Director of customer services - Housemark

 

09.30 – 10.05 - Chatbots & AI -> DOWNLOAD SLIDES

Jay Saggar, Digital lead - HACT


10.05 – 10.25 -
Optimising mobile repairs systems scheduling -> DOWNLOAD SLIDES

Neil Martin, Business manager, asset management & maintenance - Sandwell Metropolitan Borough Council

 

11.15 – 11.40 - Redesigning a whole system around what matters to tenants -> DOWNLOAD SLIDES

- Holly McGivern, Principal officer (Systems Thinking) - Camden Council
- Jen Parkin, Principal officer (Systems Thinking) - Camden Council

 

11.40 – 12.05 - Multi-channel contact -> DOWNLOAD SLIDES

David Ripley, Director of business development - Thirteen Group


12.05 – 12.30 -
CASE STUDY: CX innovation at BT -> DOWNLOAD SLIDES

Phil Brunkard, CIO UK & Ireland-housing Sector - BT

 

12.45 – 13.15 - CASE STUDY/ INTERVIEW: A story of social impact -> DOWNLOAD SLIDES

- Cemal Ezal, Founder - Change Please

- Ian Wright, Managing director - Disruptive Innovators Network

 

13.50 – 14.35 - PANEL DISCUSSION: Service design: developing a fully functional self-service online offering -> DOWNLOAD SLIDES

- Shaun Finegan, Director of customer experience - Accent Housing
- Carole Galsworthy, Director of transformation - Halton Housing

 

14.35 – 15.00 - CASE STUDY: AO.com -> DOWNLOAD SLIDES

David Atherton, Customer experience director - AO.com

 

15.00 – 15.45 - PANEL DISCUSSION: Personalisation – turning data into insight -> DOWNLOAD SLIDES

- Chris Berry, Business development manager - Capita
- Anna Bishop, Director of customer service - Riverside
- Liz Haworth, Chief operations & transformation officer - Torus

 

15.45 – 16.20 - CASE STUDY: The Amazon innovation model -> DOWNLOAD SLIDES

Chris Masey, Account manager, UK public sector, NPO - Amazon Web Services

 

16.20 – 17.20 - PANEL DISCUSSION: Continuous improvement -> DOWNLOAD SLIDES

- Nick Shipton, Sales director - Kirona
- Thomas Somers, Innovation and transformation manager - Wandle
- Tom Way, Innovation manager - L&Q

 

17.20 – 17.25 - Chair’s Closing Remarks

Neville Carter, Director of customer services - Housemark

Back to top

2019 Programme

The agenda for Customer Experience Conference & Exhibition 2019 (CX2019) was framed around three crucial themes when it comes to delivering customer experience in social housing - Strategic Planning / People issues / Processes & IT. Each theatre hosts a theme, but it’s important to note that these are by no means ’topic silos.’ All sessions dealt with the challenges and influences in CX in an holistic way.

 

The Inside Housing team would like to thank the involvement and engagement from our small but brilliant Advisory Panel.

 

For a more in-depth view on the conference, scroll down or use the following links to jump to the theatres:

 

The Strategic Planning Theatre The People Issues Theatre The Processes & IT Theatre 


The Strategic Planning Theatre

09.00 – 09.05 - Welcome & Chair’s Opening Remarks
Ian Wright, Managing director - Disruptive Innovators Network


09.05 – 09.30 - Opening Keynote: Trends & horizons
Jo Causon, Chief executive - Institute of Customer Service

 

09.30 – 10.30 - PANEL DISCUSSION: Putting quality at the heart of customer experience

What does putting customers at the heart of your customer experience mean and how can we measure this? Our panellists will delve into topics such as collaboration, the difference between customer insight and tenant voice, how you can make the shift to become a CX-led organisation. However, is this even possible during financially constrained times?

 

- Kate Gascoigne, Executive director of customer experience - Irwell Valley Homes
- Sarah Mbatha, Director of housing, care & communities - Octavia
- Umbar Shakir, Client director, digital lead - Gate One
- Andrew van Doorn, Chief executive - HACT

 

10.30 – 11.00 - Networking

 

11.00 – 11.25 - What does the future direction of industry regulation mean for CX?

After the fire at Grenfell Tower and the feedback from tenants, government is looking at the remit and focus of regulation. The social housing green paper provides some early thinking, but detail is yet to emerge. In this session, former Housing Corporation chief Steve Douglas will explore how regulation might change, how ministers can ensure that any changes make a material difference to tenants, and how landlords should be preparing.

 

Steve Douglas, Co-chief executive - Altair

 

11.25 – 12.25 - PANEL DISCUSSION: “The job would be ok if it wasn’t for those pesky tenants.” Learn, listen, change.

Is this a statement you’ve heard within your organisation? This session will break away from this stigma and delve into what the challenges may be around developing a ‘customer mindset’ throughout your organisation, and how to change the culture of organisations. Our panel will explore this through the experience from EMH Homes in achieving culture change, and Vivid Homes’ CX journey and insight from A Voice for Tenants.

 

- Christine Ashton, Executive director, housing - EMH Homes

- Ann Harris, tenant - Hinkley and Bosworth Council & Steering group member - A Voice for Tenants
- Chantal Mitchell, Customer experience manager - Vivid Homes
- Sally Trueman, Tenant & Steering group member - A Voice for Tenants

 

12.25 – 13.35 - Networking

 

13.35 – 14.00 - CASE STUDY/INTERVIEW: How Optivo kept customer service and customer satisfaction high during a period of change

Hearing directly from Jane Porter, chief operating officer at Optivo, delve into their journey and find out how they have embedded a new customer experience structure following their merger. Additionally, what lessons can be learned and what practices can be shared?

 

Jane Porter, Chief operating officer - Optivo

 

14.00 – 14.40 - Customer engagement and measurement strategies

What are effective mechanisms for customer engagement and how can you develop a strategic approach? Ultimately, how can you measure how effectively your customer engagement mechanism is performing? These are questions that will be answered by Grant Leboff, CEO of Stickymarketing.

 

Grant Leboff, CEO - Stickymarketing

 

14.40 – 15.05 - What happens when social housing meets the 4th Industrial Revolution?

New technology and business models are slowly yet surely revolutionising the sector. What impact will demographics, globalisation and technology have? Matthew Gardiner, will enlighten us through explaining how housing associations might make sure that the homes they provide, the services they offer and the experiences they create for customers are relevant, both now and into a very different future.

 

Matthew Gardiner, Head of ideation - L&Q

 

15.05 – 15.35 - Networking

15.35 – 16.35 -
PANEL DISCUSSION: Tenant engagement spectrum

This practical session will explore the whole range of ways in which tenants can be engaged and involved, from minimal interaction to co-designing services. Speakers will look at how to reach out beyond engaged tenants to those who don’t usually participate and how to work with a devolved tenant group.

 

- Ann Harris, Tenant - Hinckley and Bosworth Council & Steering group member - A Voice for Tenants

- Eric Hodges, Placemaking & partnerships manager - Orbit
- Geraldine Howley, Chief executive - Incommunities
- Sally Trueman, Tenant and steering group member - A Voice for Tenants

 

16.35 – 17.20 - PANEL DISCUSSION: Developing complaints procedures for improved customer satisfaction

Hear from Berneslai Homes and Clarion Housing Group about how they are developing complaints procedures in order to improve customer satisfaction. This will include topics such as who takes responsibility for when things go wrong, how can we ensure tenants voices are heard, resolving disputes and digital inclusion.

 

Helen Jaggar, Chief executive - Berneslai Homes
Simon Lea, Customer solutions operations manager - Clarion Housing Group

 

17.20 – 17.30 - Chair’s Closing Remarks
Ian Wright, Managing director - Disruptive Innovators Network

 

Back to top


The People Issues Theatre

 

09.00 – 09.10 - Welcome & Chair’s Opening Remarks
Emma Maier, Portfolio director - Inside Housing

 

09.10 – 10.10 - PANEL DISCUSSION: What do customers really want?

To improve customer experience, we must understand what is it that they really want from us and what drives satisfaction and dissatisfaction – but how? In the age of the dawn of the customer, listening and being seen to listen and act on what’s heard is imperative. Through being creative and the use of mix approaching, such as multi-channel data and face-to-face, our panellists will picture a broad image in order to respond to the question set.

 

- Carole Burchett, Tenant - Soha & Steering group member, A Voice for Tenants

- Lynda Davis, Customer experience manager - Saxon Weald
- Julie Marsh, Executive director of neighbourhood management - South Liverpool Homes

 

10.10 – 10.35 - CASE STUDY: Customer interface: Customer research & rewards programme

Through the case study of travel rewards scheme Avios.com, this session will explore how other sectors go about finding what their customers want, and most importantly, what does their research look like to discover their clients’ needs. What lessons can housing learn?

 

Mariana Southern, Head of product - Avios.com

 

10.35 – 11.35 - PANEL DISCUSSION: Tenant engagement strategies

This practical session will explore how to create an engagement strategy fit for the customer experience age. Panellists will touch on the impact of the size and geographic spread of your organisation, the use of multi-channel communication and how to make good use of data. They will share innovative examples of developing a neighbourhood approach.

 

- Linda Levin, Interim project director - Irwell Valley Homes
- Shauna Morton, Lead on customer investment - Bolton at Home
- Dave Richmond, City neighbourhoods and housing manager - Hull CC
- Louise Thompson, Head of business services - TPAS

 

11.35 – 12.05 - Networking

 

12.05 – 13.05 - PANEL DISCUSSION: Recruitment - Building a diverse workforce, with the right skills for a modern customer service operation

If we want to ensure customer service is the focus for our staff, how as a sector can we also ensure the right staff is recruited to deliver these customer needs? And if we are going to digitalise our methods, what new digital skills are required for today’s and tomorrow’s digital systems? This session will explore what the impact on recruitment will be and how can you spot the right attitude and behaviours in your future employees, and a case study from RHP.

 

- David Done, CEO - RHP
- Tom Neely, Housing practice lead - Berwick Partners
- Gera Patel, Partner - Campbell Tickell

 

13.05 – 14.10 - Networking

 

14.10 – 14.45 - CASE STUDY: Staff engagement as part of your CX Strategy

Through the case study from John Lewis, this session will explore how outside our sector, companies ensure their staff deliver memorable customer experience, nurture customer service ethos amongst their customer-facing staff and what do good CX operations look like ‘on the shop floor’.

 

Chris Hall, Operations manager - John Lewis

 

14.45 – 15.45 - PANEL DISCUSSION: Staff engagement

If having the right staff engagement is key to great customer service, how can we keep them engaged, motivated and put the right processes in place to enable staff to achieve a successful day? Research shows we must empower staff and upskill them, and deliver a clear CX message across the whole of the organisation. Our panel will explore just how, you can keep your staff engaged to ultimately ensure they are delivering great customer service.

 

- Chris Hall, Operations manager - John Lewis
- Kelly Iriondo, Principal consultant - MGI Learning
- Kate Jungnitz, Director of customer service - Plus Dane Housing

 

15.45 – 16.20 - Networking

 

16.20 – 16.45 - Measuring and aligning customer satisfaction

How has Together Housing improved its customer insight and been able to reduce costs by a third? Hear from Daniel Klemm, head of policy and communications, on a practical insight into the challenges of measuring satisfaction, and some practical ways to engage with staff and customers for better customer satisfaction.

 

Daniel Klemm, Head of policy & communications - Together Housing Group

 

16.45 – 17.25 - CASE STUDIES + PANEL DISCUSSION: Developing a neighbourhood approach

With case studies from Bromford and Aspire Group, the last session of the day will delve into how you can build trust in communities, by working collaboratively within local communities and including the wider community.

 

- Wendy Stephens, Localities leader - Bromford
- Andrei Szatkowski, Executive director operations - Aspire Group

 

17.25 – 17.30 - Chair’s Closing Remarks
Emma Maier, Portfoiol director - Inside Housing 

Back to top


The Processes & IT Theatre

 

09.20 – 09.30 - Welcome & Chair’s Opening Remarks
Neville Carter, Director of customer services - Housemark

 

09.30 – 10.05 - Chatbots & AI

Hear from HACT on chatbots & AI, in order to understand which are the viable customer interactions for chatbots; what are the outcomes for customers; how to keep complicated queries requiring empathy & intelligence with humans; and what are the trends in this technology that we should expect to see.

 

Jay Saggar, Digital lead - HACT


10.05 – 10.25 -
Optimising mobile repairs systems scheduling

In this session, Sandwell Metropolitan Borough Council will explain how they are using streamlining services, how they are delivering improvements for its citizens, and what has been the impact of workflow management and mobile workforce technologies.

 

Neil Martin, Business manager, asset management & maintenance - Sandwell Metropolitan Borough Council

 

10.25 – 11.15 - Networking

 

11.15 – 11.40 - Redesigning a whole system around what matters to tenants

Camden Council explain how a system thinking approach has been used to transform tenancy services within a social housing context, and the impact it has had so far on tenants and service effectiveness. Not only will you be able to learn about systems thinking method and approach to change but understand how data and new performance measures are being used to continually improve the work.

 

- Holly McGivern, Principal officer (Systems Thinking) - Camden Council
- Jen Parkin, Principal officer (Systems Thinking) - Camden Council

 

11.40 – 12.05 - Multi-channel contact

If using a multi-channel method of contact, how can you ensure consistency across the channel whilst simultaneously developing brand voice across these? David Ripley explores how you may be able to balance tension between customer experience and digital inclusion, and answer, how digital should we go?

 

David Ripley, Director of business development - Thirteen Group


12.05 – 12.30 -
CASE STUDY: CX innovation at BT

Hear from outside the sector, through the voice of BT, on how you can scout and experiment your way to a better customer experience, the use of chatbots & AI prototype in BT, enhancing customer experience through integrating video and micro-apps for the smart phone generation.

 

Phil Brunkard, CIO UK & Ireland-housing Sector - BT

 

12.30 – 12.45 - Networking

 

12.45 – 13.15 - CASE STUDY/ INTERVIEW: A story of social impact

Hearing directly from Jane Porter, chief operating officer at Optivo, delve into their journey and find out how they have embedded a new customer experience structure following their merger. Additionally, what lessons can be learned and what practices can be shared?

 

- Cemal Ezal, Founder - Change Please
- Ian Wright, Managing director - Disruptive Innovators Network

 

13.15 – 13.50 - Networking

 

13.50 – 14.35 - PANEL DISCUSSION: Service design: developing a fully functional self-service online offering

Our panel will be looking into the business case for self-serve, the metrics that prove it works, transforming landlord services from being reactive to pre-emptive, and last but not least, how to drive efficiencies whilst ensuring minimal impact on UC.

 

- Shaun Finegan, Director of customer experience - Accent Housing
- Carole Galsworthy, Director of transformation - Halton Housing

 

14.35 – 15.00 - CASE STUDY: AO.com

In an outside the sector case study, we will hear from AO.com on how they are developing a platform fit for purpose where they can deliver to its customers the right product, at the right time and place, whilst running fixes in realtime – what is there secret to achieving this?

 

David Atherton, Customer experience director - AO.com

 

15.00 – 15.45 - PANEL DISCUSSION: Personalisation – turning data into insight

This session will look into the task of personalising your data into insight through designing a service model that is tailored to customer need and preference, using a customer segment to drive efficiency and ensuring that the right support is targeted at those that need it. However, how can you personalise this? How can you collect all this data whilst also staying within the GDPR constraints and data security? Hear from our panel experts to find some of these answers.

 

- Chris Berry, Business development manager - Capita
- Anna Bishop, Director of customer service - Riverside
- Liz Haworth, Chief operations & transformation officer - Torus

 

15.45 – 16.20 - CASE STUDY: The Amazon innovation model

This session will provide an insight into Amazon’s Leadership Principles, and explore how Amazon’s Leadership Principles are applied by AWS to better serve their customers.

 

Chris Masey, Account manager, UK public sector, NPO - Amazon Web Services

 

16.20 – 17.20 - PANEL DISCUSSION: Continuous improvement

In the last session of the day, the panel will be discussing various ways to ensure continuous improvement in customer experience: from measuring customer feedback and satisfaction levels, to reviewing waste calls and taking a long-term look at customer improvement. How can the sector ensure the continuous delivery of ROI throughout their customer service?

 

- Nick Shipton, Sales director - Kirona
- Thomas Somers, Innovation and transformation manager - Wandle
- Tom Way, Innovation manager - L&Q

 

17.20 – 17.25 - Chair’s Closing Remarks

Neville Carter, Director of customer services - Housemark

 

Advisory Panel

 

The programme for CX2019 has been put together with the help of the following people:

  • Nick Atkin, Group chief executive - Halton Housing
  • Anna Bishop, Director of customer service - Riverside
  • Jane Porter, COO - Optivo
  • Andrew van Doorn, Chief executive - HACT
  • Ian Wright, MD - Disruptive Innovators Network

Back to top

Why attend?

Why attend?

 

The 2018 "A new deal for social housing" Green Paper set out necessary areas for the public sector to improve on and a new direction in terms of regulations. 


Over in the private sector, new players like Amazon, Airbnb and Uber made huge strides in terms of shaking up historic ways of delivering a user-friendly, personalised customer experience with disruptive business models, and disruptive technologies which users have become accustomed to. 

This conference brings together all this thought leadership into one place and represents "a new dawn of the customer".

 

 

Who attends?

 

Delivering great customer service/customer experience goes beyond your CX team, as it impacts the heart of your business. in 2019, we welcomed delegates from across your business including:

  • Heads of Customer Service/CX
  • Customer Experience Managers
  • Customer Insight Managers
  • Business Improvement Managers
  • Customer Services Working Group
  • Board Executives

 

Sponsor & Exhibitors

How to join us

To be part of the sector’s leading festival in 2020, contact Ned James to secure your sponsorship spot:

T: 020 7772 8410
E: ned.james@oceanmedia.co.uk

 

A new media pack will be compiled soon. In the meantime, please look at last year’s version:

 

 

The 2019 media pack

 

 


 

 

Sponsors 2019

 

Capita

 

 

 

 

GateOne
Hitachi

 

 

 

 

Kirona

 

MGI Learning

 

 

Delivery Partner 2019

 

Disruptive Innovators Network

 

 

Exhibitors 2019

BMG Research Castleton

 

 

 

 

Mobysoft TriPartum

 

Venue

Business Design Centre,
52 Upper Street,
Islington,
London
N1 0QH


The Business Design Centre is located in the heart of Islington with easy access to and from Central London by public transport.

 

How to get there

 

By car

Driving to the venue is simple as located just outside the congestion charge zone on the A1. Please see the Parking page for details of how to direct your sat nav and to pre-book your parking.

 

By London Underground
The nearest tube station Angel (Northern line), is a five minute walk away allowing you to travel to the Central London within minutes. Just a little further in the opposite direction is Highbury and Islington with great underground and overground connections.

By bus
There are many bus stops near the venue which cover several routes in and around London. Please click here for the journey planner to plan your trip.

From outside the UK

Getting to the venue from outside the UK is also an easy and stress free option, with Gatwick and Heathrow and Stansted being our closest London airports. Accessing the Business Design Centre from the airport can be done through the express train service from Gatwick, Heathrow and Stansted that run regularly throughout the day into Central London.

 

Partner & Sponsored

Meeting the value for money challenge
Linked InTwitterFacebookemail

Meeting the value for money challenge Sponsored by Scottish Procurement Alliance

Using technology to realise the potential of procurement
Linked InTwitterFacebookemail

Using technology to realise the potential of procurement Sponsored by Procurement for Housing

Landlord assets: a look ahead
Linked InTwitterFacebookemail

Landlord assets: a look ahead Sponsored by Procurement Hub

Meeting the development challenge
Linked InTwitterFacebookemail

Meeting the development challenge Sponsored by Clarion

For general enquiries you can contact Inside Housing at:

3rd Floor, 4 Harbour Exchange Square, Isle of Dogs, London, E14 9GE

Tel: 0207 772 8300
Fax: 020 7772 8590/91

© 2019 Inside Housing
All rights reserved
Twitter
Facebook
LinkedIn