The Future of Customer Experience with Jo Causon, CEO Institute of Customer Service

  • Online and FREE to DIN members
  • 02 November 2023 11:00 - 12:15

The Future of Customer Experience


As many housing providers review how they deliver their services for tenants and customers, how are they going to improve the customer experience when expectations are rising at a faster pace than the ability to respond?

It is not acceptable to say customers are 'at the heart of everything you do' if their experience is anything but that. Whether this is waiting for extended periods on hold with contact centres, calls not being returned or appointments not kept. It all builds up to a less than satisfactory narrative of what social landlords are trying to be for the customers they are there to serve.

In this session we will hear from one person who perhaps has some of the answers for us. Come and join us as we spend an hour in the company of Jo Causon, CEO, Institute of Customer Service as we explore the future customer experience and what it means for housing organisations.

 About this event

We will hear from Jo about what the future looks like for customers, their changing needs and expectations and how organisations are going to have to change to improve their experience. We will be looking to answer some fundamental questions around why do organisations get the basics so wrong and what can you do about it when they do?

Part presentation, part interview, part discussion with opportunities for delegates to ask Jo directly themselves any questions they may have.


What we will cover

  • Why customer service matters more than ever.
  • The state of customer service in the UK – reviewing the latest UKCSI data.
  • Developing good customer experiences and how this links to business performance (ROI).
  • Building for the future – changing customer behaviours and expectations.
  • Employee engagement and new ways of working.


For more details and to reserve places, please click on the link below: