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Customer-centric cultural transformation

  • Type HQN Event (Webinar)
  • Venue Webinar
  • Start 19 May 2020 10:30
  • End 19 May 2020 12:30


Customer-centric cultural transformation

Live webinar

Please note: In the interests of our members and the wider housing community, this event is now being run as a live webinar from 10.30am to 12.30pm. For those interested in taking part in the webinar who haven't previously booked, places are available priced £150 + VAT for members and £175 + VAT for non-members. Anyone who has already booked their place will be notified separately and sent joining instructions in due course.

With the White Paper on the way, doing nothing is not an option

With tenant empowerment, customer service and proactive consumer regulation set to be at the heart of the upcoming Social Housing White Paper, the case for a customer-centric approach to delivering services has never been more compelling.

But, as many organisations are already discovering, the desire to do things differently can only become reality through genuine culture change that transforms the way every colleague (regardless of role and status) thinks and acts.

By its very nature, cultural transformation isn't easy and the majority of businesses, while claiming they have the customer in the centre, try to fit any new approach into existing processes and KPIs.

To become truly customer-centric, the KPIs, processes and values of the organisation need to be built around the people you serve by understanding their true needs and the context in which they live their lives. Customer journey mapping will only get you so far.

This type of transformation therefore requires a major cultural shift, and courage from the organisation to step into the customers shoes and co-create with them. This journey is different for every organisation and you need to know where to start or how to overcome obstacles if you’ve got stuck.

At this interactive event run by the market-leading, customer-centric service design agency Hellon you will learn about the transformation process towards customer-centricity, how to overcome the challenges of embedding genuine change into your organisation, and recommendations for how to ensure buy-in and reach.

Through examples, the Hellon team will illustrate ways of igniting and driving change, followed by an interactive session to bring this knowledge to life.

The day will also include practical sessions from organisations that have successfully embedded a customer-centric approach by transforming their culture.

Doing nothing is not an option. The Regulator of Social Housing has made it clear that providers should not be waiting to be told what to do. The time to act is now.

Key themes:

  • What does customer-centric cultural transformation really mean?
  • How do you go about it and what needs to change?
  • What does this mean for your KPIs, processes and reporting?
  • How do you get all colleagues on board?
  • What does success look like?


  • Timo Pätiälä, Managing Director, Hellon
  • Andy Pattichis, Lead Service Designer, Hellon
  • Sue Shirt, Executive Director - Housing, Stonewater.

This event is essential for the following:

  • Chief executives
  • Customer service directors
  • Heads of customer service
  • Executive directors of service and transformation
  • Business transformation teams
  • Head of customer experience
  • Customer insight teams
  • Digital teams
  • Operation directors
  • All housing professionals.

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.

Last few places remaining

This event is also being held on 8 April27 May and 9 June.

Book now

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Further information

Delegate fees:
Full price: £175.00 *
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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Click here to download the programme

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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