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Co-designing services for customer-centric organisations

  • Type HQN Event
  • Venue London
  • Start 09 Jul 2019 10:00
  • End 09 Jul 2019 13:00


Co-designing services for customer-centric organisations

With a renewed focus on building trust between residents and landlords, co-designing services can play a key role in putting customers at the heart of what we do.

Most if not all housing providers would claim to be customer-centric, but there is often a disparity between the self-perception and the reality.

How many organisations can genuinely say that they see the world from their residents' point of view? And how many sit down, listen and co-create their services with them?

A service that is designed, delivered and maintained without involving customers questions is built on sand but all too often we take a one-size-fits-all approach that can't possibly take into account the needs of every resident.

Co-designing services has never been more important. With a renewed focus on building trust between residents and landlords, co-designing services can play a key role in putting customers at the heart of what we do.

And in a digital world where we are encouraging more people to interact online and 'self-serve', it can be an essential element of making sure we get things right.

At this one day masterclass, we are bringing together one of the housing world's most customer-centric organisations, Optivo, with award-winning service design company Hellon, that works with some of the world's leading retail and finance companies.

Combining key note sessions with interactive workshops, key themes for the day include:

  • Co-designing services – the Hellon approach
  • How to empower change and embed a customer-centric culture across your organisation
  • Building trust, driving engagement – how co-design can work for social housing providers
  • Using co-design to create excellent digital services.

Key speakers:

  • Timo Pätiälä, Managing Director, Hellon
  • Jane Porter, Chief Operating Officer, Optivo.

This event is essential for the following:

  • Customer Service Executives
  • Business transformation teams
  • Customer Service Directors
  • Heads of Customer Service
  • Executive Directors of Service and Transformation
  • Head of Customer Experience
  • Customer insight teams
  • Digital
  • Operation Directors

About Hellon

Hellon was established in 2009 and has been expanding rapidly by challenging traditional business development by utilising a customer-centric approach and design methods. It has offices in Helsinki and London and has worked with companies in more than 20 countries.

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Further information

Delegate fees:
Full price: £209.00 *
Members of any HQN network: £150.00 *

* Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

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Cancellations and substitutions:

A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

Cancellations must be made in writing, and will be acknowledged by HQN Limited.


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