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CX Event

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 customer experience mean?
  • How do we measure it?
  • What is the difference between customer insight and tenant voice, and why does it matter?
  • How to create a meaningful connection with residents, which embodies trust, transparency and accountability?
  • How to work collaboratively to ensure quality?
  • Collaboration: becoming agents for change, facilitating and co-ordinating local action to drive quality
  • What are the key things to consider when making the shift to becoming CX-led as an organisation?
  • Can we be truly CX led in a financially constrained / limited environment?

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
Coffee break & exhibition

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

  • Regulation to be extended to ALMOs and LAs where not before

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

  • What are the challenges around developing a ‘customer mindset’ throughout your organisation?
  • Developing customer service in your organisation’s DNA: changing culture
  • Case study EMH: lessons from transformation – what were the bumps along the way?
  • How EMH Homes achieved culture change, and what are they doing differently now?
  • Past, present and future: where are Vivid Homes on their CX journey and where do they want to be?
  • Systems thinking: case study

Christine Ashton, Executive director, housing - EMH Homes 
Chantal Mitchell, Customer experience manager - Vivid Homes

12.25 – 13.35
Lunch & exhibition visit

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

  • What’s been replicated in the new customer experience structure at Optivo following the merger?
  • What hasn’t hit the mark?
  • Lessons learned and shared

Jane Porter, Chief operating officer - Optivo

14.00 – 14.40
Customer engagement and measurement strategies

  • Effective mechanisms for customer engagement
  • Developing a strategic approach: strategy over tactics
  • How to measure how effectively your customer engagement mechanism is performing

Grant Leboff, CEO - Stickymarketing

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

  • New tech, new business models in social housing
  • Understanding the impact of demographics, globalisation and technology
  • When combined, what impact do these three factors create?
  • What might housing associations do to 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, CEO, Trafford Housing Trust, currently on secondment as Head of ideation - L&Q

15.05 – 15.35
Afternoon break & Exhibition visit

15.35 – 16.35
PANEL DISCUSSION: Tenant engagement spectrum

  • Case studies which exemplify customer experience and customer involvement
  • Understanding the obliquity in the nature of social impact
  • Co-designing and commissioning services alongside customers
  • The role of the devolved tenant group & its decision-making remit
  • The tenant engagement panacea - engaging customers that are excluded and don’t usually participate
  • How effective customer scrutiny and use of transactional data can develop a holistic approach to tenant engagement
  • Understanding the full benefits of having strong links within Communities

Katie Gilmartin, Strategy & innovation manager - Home Group
Eric Hodges, Placemaking & partnerships manager - Orbit
Geraldine Howley, Chief executive - Incommunities

16.35 – 17.20
Developing complaints procedures for improved customer satisfaction

  • Getting your internal control systems in place - what are board responsibilities when things go wrong?
  • How to ensure voices are heard - How are people being heard? Where’s the gap?
  • Ensuring digital inclusion
  • What’s changing?
  • Dispute resolution – how to capture learning across the sector?
  • How is the tenant voice being heard in Barnsley?
  • Sharing the Berneslai Homes customer services and complaints "golden thread"
  • How do the Board and Executive receive assurances?

Helen Jaggar, Chief executive - Berneslai Homes

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

The People Issues Theatre

09.00 – 09.10
Welcome & Chair’s Opening Remarks

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

  • Understanding key drivers of satisfaction and dissatisfaction
  • How do you know what your customers’ satisfaction drivers are? How to measure?
  • Customer drivers may differ from incumbent beliefs: challenging old beliefs – what do customers really want?
  • It’s the dawn of the customer again – listening and being seen to listen and act on what’s heard – this is going through regulatory change
  • Getting creative with tenant involvement – traditional methods of scrutiny not fit for purpose – needs a mix of using multi-channel data and face-to-face

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

  • How can you go about finding out what customers want?
  • Case study – when and how to use different research techniques?
  • What does research tell us?
  • How do we go about acting on customer feedback?
  • How have customer expectations changed?
  • How have our products evolved?

Mariana Southern, Head of product - Avios.com

10.35 – 11.35
PANEL DISCUSSION: Tenant engagement strategies

  • Customer engagement can change with geography and your size
  • Getting creative with tenant involvement – traditional methods of scrutiny not fit for purpose – needs a mix of using multi-channel data and face-to-face
  • Social media in the mix
  • Customer engagement can change with geography and your size
  • Developing a neighbourhood approach: some innovative projects

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
Coffee break & Exhibition

12.05 – 12.30
Recruitment - Building a diverse workforce, with the right skills for a modern customer service operation

  • How do we get the right staff to deliver what customers want?
  • What new digital skills are required for today’s and tomorrow’s digital systems?
  • Getting the right leadership skills for the specialist customer service leads
  • Ensuring your customer experience has customer service in its DNA – what’s the impact on recruitment and change?
  • Recruiting for right attitude and behaviours, so housing experience not necessary – that can be trained.
  • Recruiting for an effective diverse workforce: what does good practice look like?

David Done, CEO - RHP 

12.30 – 12.55
CASE STUDY/ INTERVIEW: A story of social impact

  • What is Change Please?
  • Exploring the business model from start up to scale up and why the customer experience is at the heart of it
  • How you can have a successful commercial enterprise with social impact?
  • Sharing insights for other social purpose organisations around delivering a memorable customer experience

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

12.55 – 14.10
Lunch & exhibition visit

14.10 – 14.45

CASE STUDY: Staff engagement as part of your CX Strategy

  • Delivering a memorable customer experience
  • How to nurture a customer service ethos amongst your customer-facing staff
  • What do good CX operations look like ‘on the shop floor’: some key lessons from John Lewis

Chris Hall, Operations manager - John Lewis

14.45 – 15.45
PANEL DISCUSSION: Staff engagement

  • Understanding that engaged and motivated staff has an impact on customer satisfaction
  • Getting the right processes to enable staff to achieve a successful day
  • Understanding the role of employee accountability, including contractors and all stakeholders
  • How to empower people.
  • Upskilling staff – providing more autonomy to deal with more complex issues
  • How to keep momentum goin in terms of transition - how to keep staff engaged
  • Delivering a clear CX message across your whole organisation, including non-"customer service" directorates
  • How does remote working impact the customer experience?

Chris Hall, Operations manager - John Lewis

Kate Jungnitz, Director of customer service - Plus Dane Housing

15.45 – 16.20
Afternoon break & exhibition

16.20 – 16.45
Measuring and aligning customer satisfaction

  • Case study of how Together Housing improved customer insight and reduced costs by a third
  • Practical insight into the challenges of measuring satisfaction which services provided and overall resident experience
  • 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

  • Building trust in communities
  • Case study: Neighbourhood Coaches
  • Collaborative working within local communities, including the wider community
  • Engaging the community – how to work together to drive better connections, communities, to listen and engage better?

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

17.25 – 17.30
Chair’s Closing Remarks

The Processes & IT Theatre

09.00 – 09.20
Welcome & Chair’s Opening Remarks

09.20 – 09.45
CASE STUDY: The Amazon innovation model

  • Insight into Amazon’s Leadership Principles
  • 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
CASE STUDIES: Chatbots & AI

  • Understanding which are the viable customer interactions for chatbots
  • What are the outcomes for customers?
  • Keeping more complicated queries requiring empathy & intelligence with customer services staff
  • Scoping out chatbot projects: what are the challenges & lessons learned?

Jay Saggar, Digital lead - HACT

10.20 – 10.40

Optimising mobile repairs systems scheduling

  • How Sandwell Council is streamlining services
  • How is Sandwell Council delivering improvements for its citizens?
  • 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
Coffee break & Exhibition

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

  • Hear about how a systems 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
  • Learn about the systems thinking method and approach to change
  • 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

  • What do tenants really want?
  • Ensuring consistency across channels
  • Developing brand voice across channels 
  • How to balance tension between customer experience, digital, efficiency agenda with the customer who their housing officer is – so you’re not faceless operation.
  • Digital inclusion
  • How digital should we go?

David Ripley, Director of business development - Thirteen Group 

12.05 – 12.30

CASE STUDY: CX innovation at BT

  • Scouting and experimenting our way to a better customer experience
  • Chatbots & AI: Prototyping in BT
  • Seeing is believing: Enhancing customer experience through integrating video
  • Micro-apps for the smart phone generation: Personalised web pages for tenants to easily access their own personalised information

Phil Brunkard, CIO UK & Ireland - housing - BT

12.30 – 13.50
Lunch & exhibition visit

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

  • The business case for self serve
  • The metrics that prove it works
  • Transforming landlord services from being reactive to pre-emptive
  • 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

  • Developing a platform fit for purpose
  • How AO.com delivers to its customers: right product, right time, right place
  • Running fixes in realtime

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

  • Designing a service model that is tailored to customer need and preference
  • Using customer segmentation to drive efficiency
  • Ensuring that the right support is targeted at those that need it
  • Personalisation agenda – how can we personalise?
  • Building a picture of customer feedback – tracking
  • How we can collect all this data? How we can use the data whilst also staying within GDPR constraints
  • Data security

Anna Bishop, Director of customer service - Riverside
Liz Haworth, Chief operations & transformation Officer - Torus

15.45 – 16.20
Coffee break & Exhibition

16.20 – 17.20
PANEL DISCUSSION: Continuous improvement

  • Honing the feedback loop to inform improvements to processes
  • Measuring customer feedback & voice
  • How to measure satisfaction?
  • Getting a sophisticated measure of what people think of your service – live (e.g. live stream of feedback via text surveys and web surveys – you said… we did)
  • Reviewing waste calls
  • Taking a longer-term look at customer improvement, e.g. by replacing boilers before end of life then complaints go away
  • Delivering ROI - quality service, right first time and performance metrics

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

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