The Customer Experience Conference and Exhibition 2019 | Inside Housing | 25 February 2019 | Business Design Centre, 52 Upper St, London N1 0QH, UK

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.

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.

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

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

2019 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
TenantSoha, Housing

Neville Carter
Director of customer services, Housemark

Jo Causon
Chief executive, The Institute of Customer Service

Lynda Davis
Customer experience manager, Saxon Weald

David Done
RHP

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

Andrei Szatkowski
EDCS, Aspire

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

2019 Sponsors, Partners and Exhibitors

• Capita IT & Networks
• Gate One
• Hitachi Solutions
• Kirona
• MGI Learning
• Disruptive Innovators Network
• BMG Research
• Castleton
• Mobysoft
• TriPartum