Session overview

DIN’s annual customer conference is back and this year we’re bringing together even more fresh thinking, practical ideas and inspiring stories of service excellence, to help you stay ahead of the ever-changing expectations of tenants and residents.

Expect a day packed with real-world lessons from experts and practitioners from outside and inside the housing sector. Whether you’re looking for new ways to tackle long-standing customer challenges or simply want to be inspired by what’s working elsewhere, you’ll leave with ideas you can put into practice straight away.

We’ll cover the topics that matter most to organisations committed to delivering outstanding services. Join us, along with an incredible line-up of speakers, for the must-attend, in-person event for delivering an exceptional customer experience.

If you’re passionate about creating better services and delivering brilliant experiences for your tenants, residents and teams, this is the event for you.

We’ll bring you a full day of unrivalled insight, innovation and inspiration, exploring what great service looks like today and what’s coming next. With a mix of keynote speakers, fireside chats, interactive breakout sessions and lively panel discussions, you’ll hear from people who are leading the way in customer experience across a range of sectors.

Different industries, different perspectives, but one thing in common: a commitment to delivering exceptional customer experiences. They’ll share the successes, lessons learned and practical ideas you can take back to your own organisation.

Key takeaways

Areas we will be exploring include:

• How customer expectations are changing when service is the product, what matters most to today’s tenants and residents?
• Just-in-time delivery by drones the future of service delivery with Amazon Air
• Aligning customer impact with customer value creating more personalised experiences that make a real difference
• Rebuilding trust what consumer brands can teach us about serving customers when trust is at an all-time low
• Lessons from the world of entertainment what social housing can learn from the award-winning ABBA Voyage experience
• Spotting what’s next understanding the emerging trends and weak signals shaping future customer needs
• ‘Just Ask Once’ hear from Vodafone about the thinking behind the campaign, what they’ve learned since launch and the impact it’s having
• Listen, act, change why getting the customer service basics right is still one of the biggest drivers of great experiences
• Generative AI in customer services how AI is transforming the way services are designed, delivered and experienced
• Optimum Customer Cultures + Helping Teams in OverdriveHigh Care. High Stretch. High Standards.

About the hosts and speakers

Hosted by Ian Wright, Founder and CEO, Disruptive Innovators Network, and Oke Eleazu, Founder, Elevate Colour and former CEO, ManyPets.

Speakers include:

• Bev Bartlett, Group Head of Digital Care, Vodafone
• Beth Bentley, Chief Strategy Officer, Tomorrowism
• Alberto Nisoli, Prime Air Europe Leader, Amazon
• Duncan Saunders, Director of Partnerships, ABBA Voyage
• Lou Downe, Founder, The School of Good Services and former Director of Design, UK Government
• Jo Causon, CEO, The Institute of Customer Service
• Jo Martin, Director of Customer Operations, Magna Housing
• Rachael Crownshaw, Group Managing Director Communities, Places for People and Vice President, The Institute of Customer Service
• Sarah Roxby, Executive Director of Customer and Communities, Vico Homes
• Oliver Goldring, Head of Digital, Service Design and Communications, Magna Housing
• Sean Keane, Co-Founder & MD of Service Economics
• Kelly Webster, Regional Director of Place, Bromford Flagship Livewest
• Paul Taylor, Innovation Coach, Bromford Flagship Livewest
• Nick Fawcett and Simon Gardner, Directors, Impact Innovation,

Who should attend?

This event is for anyone leading, responsible for or interested in delivering an exceptional customer experience, including chief executives, board members, executive directors, heads of service and frontline operational teams.

This will be a unique immersion into the world of the customer, so come along, be inspired, energised and learn more about how to build a better business for the future for your residents and colleagues alike.