Not long until our Voice of the Customer event lunch in Manchester where we’ll be exploring the critical topic of measuring customer experience and generating actionable insights to drive positive customer engagement through generative AI. We’re delighted to announce the speakers that will be joining us for our panel discussion are Mark Shephard from Yorkshire Housing and Tom Wilde from LIVV Housing:

• Mark Shephard, Head of Data, Performance & Information at Yorkshire Housing.

With three decades of experience in diverse data roles within Housing and Higher Education, Mark has built on and embedded knowledge from his studies in Statistics, Engineering, and Big Data. He has led initiatives in business intelligence, data warehousing, data governance, data architecture, information security, and AI. Mark firmly believes that it’s not the size of your data that counts, but what you do with it.

• Tom Wilde, Director of Community Investment & Engagement at LIVV housing group.

Based on his experience in customer engagement, community investment and service improvement, Tom is a keen advocate of customer feedback received across all engagement channels including transactional feedback, complaints and customer involvement. He will be sharing his thoughts on how to improve the quality of meaningful, actionable insight and how to help operational managers improve service delivery.

Explore the role of AI, Gen AI, and ML in revolutionising customer experience strategies

Ensuring your tenants have a good experience is key for better business all round. From our work with housing associations – large and small – we know that being prepared in advance and proactively reaching out to tenants before a complaint has been raised improves tenant relations and reduces business costs.

In the session, we will delve into various transformative themes, including:

• Voice of the Customer: Harnessing AI to capture, analyse, and respond to customer feedback in real-time.
• CX Data Hub: Building a centralised data platform for a holistic view of the customer journey.
• Customer Experience: Leveraging AI and ML to enhance personalised experiences across touchpoints.
• Complaints Management: Using AI to streamline resolution processes and prevent future issues.
• Sentiment Analysis: Analysing customer emotions and opinions to drive better engagement.
• TSM (Tenant Satisfaction Measures): Optimising service operations through AI-driven automation.
• Outcome-Driven Statements: Focusing on actionable insights that lead to measurable improvements in customer satisfaction.

Join us on the 27th of November from 12:30pm at the Turing at Yotel, Manchester Deansgate for this free event and be part of the discussion. But hurry, we only have a handful of tickets left for this exclusive event. RSVP your interest by emailing [email protected] now.

We hope you can join us.
The Red Olive team