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The Customer Experience Conference

Thursday, 22 Mar 2018
8:30 AM - 5:00 PM
Inmarsat Conference Centre, 99 City Road, London, EC1Y 1AX

Inside Housing Customer Experience will return on Thursday 21 March 2019

Secure your place at the super early bird rate of just £249 here




The housing sector is facing a perfect storm. Customer expectations have never been higher and customer needs are becoming more complex, which are now placing increased pressure on frontline teams.


The scale of this challenge presents an opportunity to be more, not less, customer focused; to use new methods of engagement and to better exploit technology. As austerity has hit tenants and public services, most associations are seeing an increase in the overall volume of contact.


Some organisations are well on the journey to integrated, multi-channel service delivery. Others recognise that by using smarter, more customer focused measures, such as avoidable contact, they can identify and deal with issues more efficiently and effectively which can increase customer satisfaction.



Highlights from the conference:

  • Explore how customer experience is changing the relationship between residents and landlords
  • Examine how the rapidly changing expectations of digitally aware customers is calling for a new customer-centric approach
  • Understand how the heart of good customer experience is meeting their needs efficiently and effectively
  • Learn how tech and channel shift is enabling more personalised, customer-focused services and cost savings for landlords
  • Discover what good customer experience means for customers who are not digitally aware, or who are digitally excluded
  • Gain insight into the potential of technology in improving customer experience and creating savings for landlords


Speakers included:

Chris Ashton, executive director - housing, EMH

Nick Atkin, chief executive, Halton Housing Trust

Anna Bishop, director of customer service, Riverside

Jo Causon, chief executive, Institute of Customer Service

Sarah Chilton, head of customer experience, New Charter Group

Howard Dawson, housing and neighbourhood services director, Thames Valley Housing

David Done, chief executive, RHP

Darrin Gamble, head of neighbourhoods, Bromford

Kate Jungnitz, director of customer services, Plus Dane Housing

Julia Law, lead customer experience manager, customer experience team, HMPO

Clare Muscutt, former head of customer experience, Sainsbury’s and director, CMXperience
Steven Noels, chief technology officer, NGDATA

Jane Porter, chief operating officer, Optivo

Stephanie Smith, UK portfolio director, Atlas Residential

Louise Swain, chief executive, Alliance Homes Group

Sarah Thomas, executive director of customer services, Guinness

Paul Warburton, director of property operations, Your Housing Group


For sponsorship opportunities contact Catherine Tomlinson on 020 7772 8448 or email

Charles Shaw : 020 7772 8337






08:30 Registration

09:00 Chair’s opening remarks

Louise Swain, chief executive, Alliance Homes Group

09:05 Opening keynote address: What does the changing face of customer experience look like?

We will be joined by the chief executive of the Institute of Customer Service, who will be sharing her insight and expertise on the current and future trends that are shaping customer experience and service.

Jo Causon, chief executive, Institute of Customer Service

09:30 Re-imagining your services: Proactive, personalised and convenient

Amazon, Argos, ASOS and Uber have disrupted and transformed the traditional customer service models and as a result the customer experience. As a result residents now expect their access to services and engagement with landlords to be personalised, proactive and convenient.

Steven Noels, chief technology officer, NGDATA

Anna Bishop, director of customer service, Riverside

Howard Dawson, housing and neighbourhood services director, Thames Valley Housing

Paul Warburton, director of property operations, Your Housing Group


10:10 Refreshment break

10:35 Special keynote address: 

Ex-Head of Customer Experience at the UK’s second largest retailer, Sainsbury’s and Founder of London’s newest CX Agency CMXperience LTD, Clare Muscutt, joins us to outline the importance of customer experience in an ever-changing omnichannel world, and the common pitfalls businesses make.

Muscutt will share how CX design can not only be used to create optimised experiences, but also transform your CX based on the things that are most important to your customers. She says the key questions organisations need to ask themselves are: What do you want to be for your customers in 1-5 years’ time? And are you really focussing on the right things to get you there?
Clare will outline how to design touchpoints based on customer needs, incorporating communications, commerce and customer service but also critically, how to align cross functional teams to deliver customer-led transformation.

Having been responsible for CX in a multi-product multi-channel retailer like Sainsbury’s, Clare will share how we all face the same challenges with change, but with the right ways-of-working, consistently delivering a target experience at scale, and aspiring to deliver customer driven innovation is possible.

Muscutt is an award winning, creative customer experience thought leader with extensive experience in omnichannel CX strategy, design and delivery within FTSE 100 organisations, who now helps her clients solve business problems by taking a customer centric approach.

Clare Muscutt, former head of customer experience, Sainsburys and director, CMXperience


11:20 Panel debate: Digital by default or digital where appropriate?

It is statistically proven that social housing tenants are more at risk of bring digitally excluded. So with the sector moving to a digital by default approach to customer engagement and service delivery, this session will debate whether digital by default or digital where appropriate is the best approach.

Nick Atkin, chief executive, Halton Housing
David Done, chief executive, RHP

Mark Rogers, director, business transformation, Moat


12:00 I can’t get no satisfaction

Customer satisfaction is vitally important to landlords, as it ensures they can understand how they are performing and can galvanise the relationship between them and their residents. Overall it can help to improve the design and delivery of services and ensure that the needs of all tenants are met. But how do you actually capture customer satisfaction? And what do you do with the information?

This session will bring together leading organisations who have been recognised as excelling in this area to showcase their approach and provide advice on how to get it right.

Jane Porter, chief operating officer, Optivo

Adam Dale, community director, Bow Square, Atlas Residential 


12:30 Lunch

13:30 Transforming your customer contact

The introduction of legislation like the Welfare Reform and Work Bill and Universal Credit has put pressure on their finances and those of tenants. This has led to an increase in the amount of contacts with housing organisations. This session will explore how organisations are using technology and processes to respond to this increase.

Chris Ashton, executive director, housing, EMH Homes 

Roy Swan, customer, EMH Homes

14:00 How do we meet the growing varierty of expectations of our customers and maintain operating margins?

This session will take delegates on the customer experience journey. It will explore the varying models and components that deliver a good experience and how this contributes to the efficiency agenda.

Sarah Thomas, executive director, customer services, Guinness

14:45 Refreshment break

15:10 Are you prepared for GDPR?

The introduction of GDPR in May will have far reaching consequences for the sector. How you collect, use and share data will change and will put customers in charge. This session will see a sector expert help delegates navigate their way through the upcoming changes and what the impacts could be.

Dr Adrian Leung,chair, Housing Security and Privacy Forum and head of information security, Catalyst


15:40 Employee engagement and customer experience

Engaged members of staff are synonymous with higher levels of customer service and customer satisfaction. Engaged employees have a sense of pride in their work and a sense of freedom to perform. Why does this matter? Well, customers are more influenced today by employee attitude and behaviour.


This means that customers increasingly judge organisations by the experience they have, the way the relationship is managed and how it makes them feel. So, if staff connect with an organisation’s purpose, they are more likely to communicate their understanding and passion with the customer. This session will explore the relationship between engaged employees and an excellent customer experience.

Sarah Chilton, head of customer experience, New Charter Housing 

Julia Law, lead customer experience manager, customer experience team, HMPO


16:10 Exploring the link between customer experience and customer involvement

The Grenfell tragedy has highlighted the fact that there may be, in some instances, a lack of meaningful engagement. Housing organisation’s front line staff play an integral role in linking the senior management team and policy makers with customers.

Karen Cowan, head of customer and support services, Ongo

Darrin Gamble, localities leader, Bromford

Kate Jungnitz, director of customer services, Plus Dane Housing

16:50 Chair’s closing remarks and conference close

Venue Information




99 City Road Conference Centre
99 City Road


The Inmarasat is located on the northern edge of the City of London, on Old Street roundabout, a stone’s throw from fashionable Hoxton and Shoreditch to the east and the heart of the financial district to the south.



Old Street (Northern Line) is 1 minute walk
Once you are at Old Street Tube follow the signs for Subway 2 and proceed along the covered ramp walkway. This will lead you directly to the building entrance.
Tube map



Liverpool Street 12 mins
London Bridge 9 mins
Kings Cross 9 mins
Euston 10 mins
Charing Cross 17 mins
Paddington 35 mins
Marylebone 30 mins
Victoria 13 mins
Waterloo 12 mins
For National Rail information please visit



The taxi collection and drop off point is located on Cowper Street NOT City Road. The postcode for Cowper Street is EC2A 4AP. Inmarsat is located at the end of Cowper Street on your right.



Finsbury Park Square 7 mins
Clere Street 5 mins

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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

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