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Customer service in the digital age


Customer service in the digital age

Online portals, mobile apps, social media, and the innovative use of Artificial Intelligence are creating new opportunities for organisations to offer services around the clock, often without the need for human interaction.

But at a time when the Green Paper is making tenant engagement and empowerment a top priority, does the drive to digital help or hinder the landlord-tenant relationship? And how do we ensure our customers are getting satisfaction from their landlord if we are not talking to them on a regular basis?

At this major one-day conference in December, HQN with the help of customer service experts from inside and outside the housing sector, will attempt to find answers to these questions.

Key note speakers:

  • Jo Causon, Chief Executive of the Institute for Customer Service, will be sharing insights into customer service best practice, how the top performing companies operate and what housing providers can learn from them.
  • Richard McCrossan, Head of Digital EMEA, Genesys, works with some of the world's leading brands, including Coca-Cola and Starbucks, to develop their customer service strategies. He is a passionate evangelist for making the world a better place through excellence in CX, a subject on which he regularly blogs, speaks and tweets.


  • KEYNOTE: Customer service in the digital age – learning from top performing companies
  • KEYNOTE: Why 'connected moments' matter – the science behind improving the customer experience
  • The friends and family test – why the Green Paper is a game changer for customer satisfaction
  • Improving the customer experience to support Universal Credit delivery
  • The customer experience: How to build the right infrastructure
  • How smart technology can support residents in the home
  • Supporting customers to go digital
  • The Optivo approach to customer service.


  • Jo Causon, CEO, Institute of Customer Service
  • Richard McCrossan, Head of Digital EMEA, Genesys
  • Julian Arthur, CX Account Director, Housing and Real Estate, Oracle
  • Jane Porter, Chief Operating Officer, Optivo
  • David Ferguson, Digital Programme Manager, Customer Management Team, North East Lincolnshire Council
  • Louise Rogerson, Director of Operations, Howz
  • Sophia Koopman, Head of Property, Community Fibre
  • Katy Wilburn, Head of Research and Insight, Voluntas.


Jo Causon

Jo joined the Institute as its CEO in 2009. Over the past nine years she has driven membership growth by 150% and established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction.

Jo brings a wealth of experience from the commercial sector, enabling her to put customer service at the heart of the boardroom agenda. She has extensive experience in the financial services sector having previously been a non-executive director to Aegon UK’s independent governance committee and having spent more than 11 years working for organisations such as Aviva plc. She has also held director roles in brand and business consulting, policy development and research for City and Guilds and the Chartered Management Institute.

Jo focuses on demonstrating a clear link between employee engagement, customer service strategies and organisational performance. Working across the public, private and voluntary sectors she provides strategic advice to boardrooms to raise the standards of service provided by UK organisations and to provide evidence of the connection between customer satisfaction and operational efficiency and profitability. 

She has worked with politicians across all sides of the House focusing on the impact that service has on the UK economy and productivity.  As a result she is a regular commentator on national media and has been called to give evidence at the Public Administration Select Committee inquiry into complaints handling.

Richard McCrossan

Every business is trying to tap into the consumer technology experience to deliver exceptional experiences for their customers and employees. Bridging the gap between what is possible and what truly delivers meaningful, valuable experiences to customers, employees and business is a huge challenge.

As the digital lead for Genesys, this is a challenge that Richard helps businesses overcome. He works with organisations around the world to help translate the art of the possible into the art of the achievable.

Richard is a passionate evangelist for making the world a better place through excellence in CX, a subject on which he regularly blogs, speaks and tweets.

Who should attend?

  • Chief executives
  • Customer service directors, managers and teams
  • Directors of housing and neighbourhoods
  • Digital teams
  • Business improvement and insight people
  • Resident and community engagement teams
  • Business transformation directors, managers and teams.

This event will also be held in Manchester.

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Further information

Delegate fees:
Full price: £289.00 *
Members of any HQN network: £209.00 *
Early Bird: £259.00 *

* Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information. Early bird ends Friday 9 November 2018.

Sponsored by:

Community fibre


Click here to download the programme

Venue map:

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.

Please note that a ‘no-show’ fee of £60.00 will be charged for cancelled free places unless we receive at least 14 days’ notice of your cancellation.

Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.


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