CCMA Workshop - Social Housing – Developing a differentiated service that drives value for Tenants and the Board.
Date: 07/03/2024
Venue: Louis Fitzgerald Hotel, 1A Naas Rd, Newlands Cross, Dublin 22, D22 X5N7.
This in-person workshop is a unique opportunity for those working in and providing services to the social housing sector to meet with industry experts & peers. You will learn what others are doing in the Customer Experience and Operations space and hear valuable insights on how to improve the customer service proposition.
We are delighted to be joined by the following industry experts:
- Laura Pluck, Wheatley Group, Scotland.
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John O’Sullivan – Deputy Head of Housing Respond Ireland
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Caroline Casserly- Farrar, Director of Operations Oaklee Housing
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John O’Sullivan, Results CX
The workshop will be facilitated by Cormac Murphy and Derek Stalley
The workshop will commence at 9.30 a.m. and finish at 2.00 p.m.
In addition to discussions with our industry experts we will have 3 breakout sessions on the following topics:
- Customer Insights - Understanding the demand drivers and fixing the right things, in the right order, to help reduce overheads and customer frustration.
- Developing an Improvement Framework - Establishing the right metrics to drive a consistently high service experience, enabling fewer complaints and reduced customer effort.
- Which Operating Model for Housing Bodies? - To outsource or not?! Building a flexible model to deal with fluctuating customer demand without compromising the customer experience.
There is a charge of €100 per delegate for CCMA members and €150 for non members to attend this workshop.
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