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CX 2019

Monday, 25 Feb 2019
8:30 AM - 5:35 PM
Business Design Centre, Islington, London, N1 0QH

The sector’s festival of customer experience


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



You said, we did


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


The event is based around the three themes 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




Book you and your team in




Sponsored By:


Hitachi Kirona
MGI Learning


To see how you can become a sponsor, please download the media pack here



Contact Us:


If you have any questions or comments about CX2019, please email us:

All Speakers

Christine Ashton

Executive director housing
EMH Homes

David Atherton

Customer experience director

Chris Berry

Business development manager

Anna Bishop

Director of customer service

Phil Brunkard

Chief technology officer

Carole Burchett

Soha Housing

Neville Carter

Director of customer services

Jo Causon

Chief executive
The Institute of Customer Service

Lynda Davis

Customer experience manager
Saxon Weald

Steve Douglas

Co-chief executive

Shaun Finegan

Director of customer experience
Accent Group

Carole Galsworthy

Director of transformation
Halton Housing

Matthew Gardiner

Head of ideation

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

Eric Hodges

Placemaking and partnerships manager

Geraldine Howley

Group chief executive

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


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

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

Campbell Tickell

Jane Porter

Chief operating officer

Dave Richmond

City neighbourhoods and housing manager
Hull City Council

David Ripley

Director of business development
Thirteen Group

Jay Saggar

Digital lead

Umbar Shakir

Client director digital lead
Gate One

Nick Shipton

Sales director

Thomas Somers

Innovation and transformation manager
Wandle Housing Association Limited

Mariana Southern

Head of product

Wendy Stephens

Localities leader

Louise Thompson

Operations manager

Sally Trueman

Steering group member
A Voice for Tenants

Andrew van Doorn

Chief executive

Tom Way

Innovation manager

Ian Wright

Managing director
Disruptive Innovators Network


Our agenda for Customer Experience Conference & Exhibition 2019 (CX2019)  is 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 deal 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.


Download the brochure


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


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

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 - 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, 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 -


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 - 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 

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The Processes & IT Theatre


09.00 – 09.20 - Welcome & Chair’s Opening Remarks
Neville Carter, Director of customer services - Housemark


09.20 – 09.45 - 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


09.45 – 10.20 - 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

10.20 – 10.40 -
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


10.40 – 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 – 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:

In an outside the sector case study, we will hear from 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 -


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 - Networking

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 recent "A new deal for social housing" Green Paper sets out some areas for public sector to improve on and a new direction in terms of regulations. 

However, over in the private sector, new players like Amazon, Airbnb and Uber have 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 will bring together all this thought leadership into one place and represents "a new dawn of the customer". By attending this extensive programme, your team will:

  • Gain insight and practical tips from social housing providers leading in customer engagement, customer involvement, customer experience, and proven digital models
  • Learn from existing case-studies presented by the companies themselves giving you relevant examples to adopt in your organisation
  • Hear thought-leadership in panel debates on common challenges facing all UK social housing providers
  • Shake it up & think out of the box – hear from CX practitioners from outside the social housing sector on best practice in the private sector


Book your places today



Who attends?


Delivering great customer service/customer experience goes beyond your CX team, as it impacts the heart of your business. We look forward to welcoming 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

For this reason, we are assuming that organisations will be sending multiple delegates and can offer you appropriate savings. Please contact Charles Shaw for further details:


T: 020 7772 8337


Sponsor & Exhibitors



We are pleased to announce the following sponsors for CX2019:



Capita IT & Networks (CITN) delivers infrastructure, technology and application support services to over 3000 customers across the UK and Ireland with complex and demanding business requirements. Operating from over 450 sites, its portfolio covers core IT services such as data and application management, service management and data centre and cloud capabilities, as well as strategic and technical consultancy. The organisation also designs, builds, operates and optimises every form of network service, from Local Area Networks to the Cloud.


Capita IT & Networks supports over 2.8 million end-users of its customer engagement, smart workplaces, infrastructure and managed services.



Gate One is a digital and business transformation consultancy. Our team of experts in the housing sector has designed and delivered major transformation programmes with some of the leading housing organisations in the UK. We support our clients to navigate their digital choices, root their investments in the right places and excellently execute digital change.


Hitachi Solutions offers a complete end to end capability for Housing Associations based on the already familiar range of Microsoft products. These are powerful applications that we have moulded to meet the specific demands of social housing.


We don’t believe in reinventing the wheel. Neither do we expect one size to fit all. Together with our In house Housing Sector Professionals we tailor our applications and approach to each unique housing association, focusing on the specific issues faced and finding realistic and workable answers to typically difficult problems.


Founded in 2003, Kirona has grown to be recognised as the leader in mobile workforce technology; enabling organisations with field based workers to increase productivity, reduce costs and improve customer service through dynamic resource scheduling software and mobile workforce applications.

Kirona’s market-leading position has been earned through expert knowledge, service excellence, innovation and a culture of continual improvement.

MGI Learning

MGI Learning helps organisations to grow their people and their business through a proven approach to embedding learning. Our unique training toolkits are based on the work of two highly respected experts, Mary Gober and Seán Weafer.

Both are thought leaders which means that their thinking and proven track record is truly leading edge and our content is robust, solid and trustworthy. We base everything we do on sound psychological principles and empirical studies. Our work is rooted in science and we stand by the results our customers will achieve. Our experts make this sound psychological approach come to life in engaging and enjoyable experiences.



Delivery Partner









Can’t see your company logo?


There are limited opportunities available; have a look at our media pack to see how you can benefit:


Download the media pack


To join this list and be part of the sector’s leading festival for customer experience, contact Ned James to secure your sponsorship spot:

T: 020 7772 8410


Business Design Centre,
52 Upper Street,
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.



The content programme for CX2019 has been put together with multiple business functions in mind as a customer focus should be a key focus throughout a company. Therefore we are expecting group bookings and have created a pricing structure so the more places you book, the more you save.


Book now



No. of persons Price per person
1 £350.00
2 £33o.00
3 £315.00
More than 3 Available online


If you have any questions, please contact the team on:



Partner & Sponsored

Meeting the value for money challenge
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Meeting the value for money challenge Sponsored by Scottish Procurement Alliance

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

Landlord assets: a look ahead
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Landlord assets: a look ahead Sponsored by Procurement Hub

Meeting the development challenge
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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