Back to the list

The human touch – contact centres and the customer experience

  • Type HQN Event (Virtual)
  • Venue Virtual conference
  • Start 16 Feb 2022 10:30
  • End 16 Feb 2022 14:00


The human touch – contact centres and the customer experience

Virtual conferencce

In this omnichannel, customer-centric world, contact centres play a crucial role. Our annual event will help you to deliver a seamless customer experience by getting your culture and technology right.

The Covid-19 pandemic, the shift to digital, heightened customer expectations and a desire to rebalance the landlord-resident relationship are changing the way we interact and deliver services. And contact centres have an increasingly vital role to play.

Housing providers are spending millions to upgrade their contact centres and make them fit for purpose in an age where customers expect a high-quality seamless experience over many different channels.

But new technology is only part of the solution. Human interactions remain an essential part of the customer experience and contact centre teams play a central role in that relationship.

That’s why HQN is bringing together leading experts on customer experience and contact centre trends to explore how the world is changing, what needs to be done and the solutions available to stay ahead of the game.

We will also hear how housing providers are already responding to the challenge.

We’ll be covering:

  • Future contact centre trends – what you need to know
  • The landlord-resident relationship – understanding the vital role played by contact centres
  • Meeting the needs of vulnerable customers – a primer for contact centre teams
  • How to get your contact centre culture and technology right in a world of hybrid working
  • Delivering a seamless omnichannel customer experience
  • Integrating AI into the customer experience – what you need to know
  • Putting data at the heart of the contact centre
  • What new compliance standards mean for customer interactions.

You will go away armed with information and plenty of ideas to put into action.

Keynote speakers:

  • Jo Causon, Chief Executive, The Institute of Customer Service
  • Stephen Yap, Research Director, The Call Centre Management Association
  • Freda Owusu, Director of Customer Contact Centre, Network Homes
  • Paul O’Callaghan, Customer Experience and Strategy Director, Aster Group
  • Amy Cheswick​, Director of Customers and Partners, Raven Housing Trust
  • Rebecca Clarke, Head of Customer Experience at Wolverhampton Homes.

This event is essential for everyone with responsibility for or an interest in contact centres including operational and strategic roles:

  • Chief executives
  • Directors of operations/customer service/housing services
  • Heads of customer service/IT
  • Customer service and contact centre teams
  • Business transformation teams
  • Digital teams
  • IT teams
  • Resident engagement teams
  • Strategy teams.


"Excellent content and interesting to see how other housing companies are doing things differently"

"To hear what others were doing to learn and share practice and innovation, covid19 has changed how we work! I enjoyed the session found it thought provoking."

"Really great event lots of really good content"

"Very good session, content was current, relevant and most of all honest. Thank you"

"Some very good points made, it made me realise we are no further behind other organisations and are all on the same journey"

"It was a fantastic event and I thoroughly enjoyed all speakers. I took a lot from the session."

"Brilliant event. well paced, inspiring and encouraging for those of us in CX"

This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

The Housing Quality Network | The Innovation and Technology Network The Asset Management Network | The Residents Network | The Strategic Network | The Housing Management Network | The Rent Income Excellence Network | The Equality, Diversity and Inclusion Network.

Book now

Note: Questions marked by * are mandatory

Please provide details of all delegates attending
Delegate Name Position Email Address Fee Payable £

Meet at…

Further information

Delegate fees:
Full price: £175.00 *
Members of any HQN network: £150.00 *

Book now

* Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.


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. There is no refund for non-attendance, but delegates may be substituted at any time.



Our conferences, seminars and workshop events consistently receive top satisfaction ratings from delegates. Click here to take a look at some of the recent feedback.

Terms and conditions link

To read our terms and conditions please click here.