Customer Insight Conference 2011 Transforming services with customer insight Tuesday 7th June 2011, York Racecourse
INSIGHTnet
Customer insight is an important strategic management tool which can help us to plan our services better and make informed decisions about allocating resources. With good customer insight we can collaborate more effectively with our partners and focus support where it is most needed. Increasing customer satisfaction, improving performance and saving money will be the tangible outcomes. The Government is placing greater emphasis on meeting local community priorities on local action and neighbourhood planning. Local authorities and housing organisations therefore need to have a more sophisticated understanding of the characteristics, needs and aspirations of the local communities in which they work. In addition, with tenants playing a key scrutiny role in the co- regulatory framework, they will be exerting more influence over the design of services to reflect tenants’ needs and local priorities. This conference will demonstrate approaches that can be applied by local authorities and housing organisations so that they can work more effectively with their customer base and in neighbourhoods to meet needs, expectations and aspirations. By attending this conference, delegates will: Explore the drivers for transforming services using customer insight including scrutiny, performance, efficiency and neighbourhood planning. Hear about different approaches and methods for understanding customers’ needs and how to turn this information into practical action – tools and approaches that work. Understand how to use social media in customer insight. Hear about approaches from different sectors and examples of working across sectors and boundaries to share information and innovation. Find out about excellent examples of systematic customer insight strategies and how to develop them. Learn about approaches to gathering difficult information from hard to reach groups. Hear about how to develop data sharing protocols.
Who should attend? This conference is aimed at those with an interest in, and responsibility for, designing and delivering customer focused services including Chief Executives, Directors and Senior Managers with responsibility for operations, customer service, housing, strategic planning, performance, and equalities.
Continuing Professional Development (CPD) Delegates will be able to record 4 Continuing Professional Development hours for attending this conference.
Programme
9.45
Registration and refreshments
10.15
Chair’s welcome and introduction Terry Bonner, Operational Director of Landlord Services, Knowsley Housing Trust
10.25
Customer Insight – how to use this strategic asset Rose Neville, Research Manager, Housing, Planning and Development - Ipsos MORI Customer insight is a powerful management tool – this session will cover: How to use customer feedback to prioritise services and plan strategically How and why customers form different opinions of services Why understanding how customers feel is important to overall satisfaction How to segment customers to improve communication with the How to engage with customers to get the best from them
11.05
Targeting provision through customer profiling Nancy Corbin, Acting PR Manager, Calderdale Council
Calderdale Council have been at the forefront of the development of customer insight practice in local government and have developed a Customer Profiling Toolkit based on a geo- demographic approach. In this session Nancy will outline: The approach of Calderdale Council to tackling service issues using customer insight How customer insight can be used in the provision of area based services and in Neighbourhood Planning How customer insight informs access to services, policy and performance and resource allocations
11.35
PROFESSIONAL PRACTICE SESSIONS 1.
Using customer profiling to improve performance
Tanya King, Social Inclusion Manager, Stockport Homes
Stockport Homes has been noted for its work to develop positive practice approaches from customer profiling. In this session Tanya will explain: The evolution of Stockport Homes' approach to customer profiling, including the requirements of the Equalities Act 2010 Practical examples of how this information has been used to benefit customers, staff and the business Some of the issues encountered with collecting and storing the data, and how these are dealt with
2.
Turning information into action Andrew Gray, Hillcroft Partners
Housing organisations often hold a significant amount of information about their customers but don’t always put it to good use. Based on experience of work with a range of different organisations Andrew will cover: How to develop a Customer Insight Strategy Tools and technology required to turn information into practical action
3.
Using social networks as a tool in gaining customer insight
Jacqui Grimes, Policy and Strategy Officer, Northern Housing Consortium Social media are an increasingly significant part of everyday life including for older generations. Businesses too are increasingly aware of the power of social media as a tool for providing insight into our customer preferences and how we use and inhabit localities. Equally social media is a tool that is increasingly used to highlight the failings of customer service – whereas once a complaint was handled via a letter or phone call – now it can be aired in real- time, in public via twitter. In this session Jacqui will: Provide an insight into how social media and technology can be utilised by the sector to improve the delivery of services Give an assessment of how ‘plugged in’ to social networks organisations should be Provide an early update of a recent NHC project launch exploring social networking
12.30
Lunch
13.20
Know your customers and reduce your costs
Alison Hamnett, Director of Improvement and Customer Service, Salix Homes Salix Homes have been recognised for adopting a positive and practical approach to using customer insight information. In this session Alison will cover: Going from 'No Insight' to using it as part of the day job What savings can be made? Using Customer Insight cross boundary to save money by working collaboratively with other social housing providers
14.00 4.
PROFESSIONAL PRACTICE SESSIONS Turning information into action
Andrew Gray, Hillcroft Partners Repeat of morning session.
5.
Putting service users at the heart of service re- design Steven Johnson, Director, The Hub Rachel Westwood, Project Manager, The Hub
The Hub is an award- winning social change company that works to reduce inequalities and raise aspirations by involving citizens in the development of service solutions. With examples from work across different sectors Rachel will cover: Using techniques and approaches that have delivered positive outcomes by putting users at the centre of re- designing service solutions Overcoming organisational difficulties in developing new service solutions Achieving behavioural change amongst service users
6.
Asking the difficult questions to ensure fair access for customers
Anna Milner, Performance and Practice Manager, Northern Housing Consortium The more difficult questions such as those about disability, literacy, religion and sexuality can yield useful information and can enable organisations to investigate if access to their services is fair or if discrimination is apparent. This information
can help with marketing, education and prevention programmes. Based on experience from work with a range of organisations Anna will cover: Approaches that help organisations to understand who their customer’s are and their diverse needs and expectations How to maximise the collection of appropriate data Improving services to ensure fair access
14.50
Refreshments and exhibition viewing
15.10
Customer profiling in the journey to service excellence
Gillian Pickersgill, Executive Director of People, Wakefield and District Housing In this session Gillian will explain the approach taken by Wakefield District Housing to profiling its customers, why this is an essential ingredient in the journey to service excellence, and look at: Insight at the heart of customer service The role of tenant scrutiny in shaping customer insight Insight - how to use customer profiling information to meet the needs of our customers
15.45
Chairs closing remarks
15.50
Close of conference
Customer Insight Conference 2011 Transforming services with customer insight Tuesday 7th June 2011, York Racecourse
Delegate fees Northern Housing Consortium Member Non-Member
ÂŁ199
ÂŁ249
All delegate fees are shown excluding VAT Members of INSIGHTnet Members of the NHC customer profiling network INSIGHTnet will receive a 20% discount off the full delegate fees.
How to book Online To book your delegate place at this event and to view our full terms & conditions and cancellation policy, please click below.
Book Online Telephone To make a provisional booking please telephone our events team;
0191 566 1000 Please note any telephone reservations are made on a provisional basis and must be confirmed in writing within 2 working days.
Contact us For further information or if you have a query please contact a member of the events team: Telephone: 0191 566 1000 Email: events@northern-consortium.org.uk
Download a copy of the programme here