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.

We bring the series to a close, focusing on the Priority Ladder and how putting safety, service and quality ahead of efficiency can actually lead to better outcomes and greater efficiency over time.
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CXpresso Session 4 Pre recorded webinar 5 October

If you register for this session, you’ll receive the 5 October pre-recorded session by mailer, followed by details for joining the final webinar on 9 October.

Human + Machine Customer Contact in an AI World - Creating the Optimal Blend for Customers and Teams

AI is transforming customer contact at extraordinary speed – but the organisations that benefit most are those that balance smart automation with brilliant human service. This session explores the challenge of how to create that blend. We look at the exponential rise of AI in customer contact, what it means for customers, and how teams can use automation to improve pace, clarity and consistency. We also introduce the concept of The AI Dividend – the time and headspace released through AI and how team members need to reinvest their dividend back into the human moments that matter most.

We will cover:

• The Changing Landscape
A brief overview of recent AI growth, its role in housing, and what customers expect from both humans and machines.

• The challenge and opportunity: Human + Machine = Better Outcomes
How automation handles volume, patterns and simple tasks, while people bring added empathy, reassurance and emotional recovery.

• The AI Dividend
How organisations can free up time through automation and reinvest it into CX-critical activities like proactive customer contact, early recovery and reassurance, or deeper listening and follow-up.

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CXpresso Session : LIVE webinar Friday 9 October

Priority Ladder with a Strong Service Destination - Why Putting Service Before Efficiency Makes You More Efficient

In high-pressure environments, teams are often pushed – deliberately or unintentionally – to prioritise efficiency above everything else. The result is usually the opposite: rushed interactions, repeat contact, escalation, increased workload … all leading to a net rise of inefficiencies across the wider service experience.

This CXpresso session introduces the Priority Ladder, built around a clear hierarchy: Safety first, then Service, then Quality, then Efficiency. Sitting above the ladder is a Strong Service Destination – a shared point of clarity that every team member is aiming for in every interaction.

We explore how consistently applying the Priority Ladder is what enables teams to reach that service destination – and why organisations that place service above efficiency ultimately become more efficient, not less.

We will explore:

· The Priority Ladder Explained
Why safety comes first, followed by service, quality and then efficiency – and how this order supports better decisions.

· The Strong Service Destination
A clear, shared definition of what ‘good’ looks like for customers and staff – created by doing the right things consistently.

· The Efficiency Payoff
How prioritising service reduces repeat contact, escalation and rework, improving efficiency as a by-product.

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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.