What CXpresso Is – Short, Sharp, Practical, Insightful

In partnership with Impact Innovation, CXpresso is our series of high-energy, short conversational learning sessions designed exclusively for DIN members. Each session focuses on a single, practical customer experience capability – delivered in a fast, accessible format that teams can apply straight away.

Each session tackles the core challenges facing customer-facing teams today, from effective recovery and earning genuine appreciation, through to understanding the balance between human and AI-driven contact.

The aim of the series is simple: to encourage leaders to pause, reflect, and ask some important questions about the way customer experience is currently approached - and where there may be opportunities to do things differently.

Session one webinar: A shot of customer reality! 16 September
This opening sets the scene for the wider CXpresso series and introduces the key themes we’ll be exploring around customer experience, trust and service culture.
· Everyone says customer experience is important.

· Every organisation talks about being customer-centric.

· We all say we put the customer first in everything we do.

But the real question is: are we actually doing it?

Across almost every sector today, customer experience sits high on the agenda. Yet the reality customers encounter often tells a different story. There can be a gap between what organisations believe they are delivering and what customers actually experience.

We will explore:

· The CX Challenge
If everyone says customer experience matters, why do so many organisations still struggle to deliver it consistently?

· Introducing Impact Innovation and CXpresso
Who we are, the cross-sector insight we bring, and the thinking behind the CXpresso learning series.

· Why This Matters for Housing Now
How lessons from other sectors can help housing organisations respond to rising expectations, increasing complexity and the evolving customer experience landscape.

The next two sessions in the series will be pre-recorded and shared with registered participants by email so you can watch on your own time.

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Session two pre-recorded webinar: 23 September
The Power of a thank you - Why Emotional Closure Matters More Than a 5 out of 5

Most customer experience measures focus on scores – but scores do not build trust and long-term loyalty. Emotional closure does.

This CXpresso session explores why a genuine thank you from a customer is a stronger indicator of success than a formal satisfaction rating, and how any team, in any channel, can create moments that earn it. We share practical ways to reduce friction, provide clarity and build warmth, helping staff aim for something meaningful and human: a resident who feels seen, reassured and appreciative.

We will explore

· Why a Thank You Beats a Score
Understanding the emotional drivers behind trust and why customers value reassurance over metrics.

· The Anatomy of Emotional Closure
What customers need to feel before they say “thank you” – safety, clarity, and confidence in next steps.

· Creating Tangible Targets
How teams can use the idea of “aim for a thank you” as a simple, everyday coaching tool.

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Session 3 pre-recorded webinar: 30 September
Customer Recovery NOT Complaints Management - A Three-Tier Approach to Confident, Consistent Recovery

Customer recovery is one of the strongest drivers of trust, yet it is often treated as a narrow complaints process rather than a whole-organisation capability.

This CXpresso session introduces a simple Three-Tier Recovery Model – First Line, Second Line and Last Line Recovery – showing how these layers work together to prevent escalation, reduce repeat contacts and create calmer, more confident interactions with customers.

Participants will learn practical behaviours for early recovery, effective handovers and emotionally intelligent communication that improves outcomes and strengthens TSM performance.

We will cover:

• The Three-Tier Recovery Model
A clear and practical structure for strengthening recovery.

• Practical Recovery Behaviours
Everyday language shifts and ownership behaviours that build trust quickly.

• The Power of Quality Handovers
How to pass responsibility without passing the customer around.

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About your our hosts: Nick Fawcett and Simon Gardner

Nick and Simon are Directors of Impact Innovation and share a deep commitment to creating great customer experiences.
With decades of combined experience working with some of the UK’s and the world’s biggest brands, they bring a practical, real-world perspective to every session. Simon’s background is in product design and innovation, while Nick began his career in retail – a combination that blends creativity with a sharp focus on frontline experience.

They are united by a belief in building customer cultures where people enjoy their roles and genuinely look forward to coming to work. Known for their healthy, creative debate – and an ability to work through productive disagreement to reach better outcomes – their dynamic is often as entertaining for onlookers and participants as it is effective. Above all, they are deeply committed to the housing sector and the vital, often unsung work it does for communities across the UK.

Both Nick and Simon are also incredibly proud of their not-for-profit organisation, The Activation Project, which works across the sport, physical activity and wellbeing sector to support leaders at all levels in tackling inequalities and encouraging the population to get more active.