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Customer Experience (CX) in social housing: Practical tips to boost your customer experience


Nov 10, 2020 10:42 AM

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Jo Causon
Chief Executive @Institute of Customer Service
Jo joined The Institute as CEO in 2009. Over the last 10 years she has driven membership growth by 150 percent and established the UK Customer Satisfaction Index. Jo focuses on demonstrating the clear link between employee engagement, customer service strategies and organisational performance. Working across the public, private and voluntary sectors she provides strategic advice to Boardrooms to raise the standards of service provided by UK organisations, providing evidence of the connection between customer satisfaction and operational efficiency and profitability.
Sarah Sargent
Director of Customer Experience @Abri (formerly Radian Group)
Over the past 25 years, Sarah has carved a successful career in both customer service and CX leadership across the Financial Services and Telecommunications sectors. Sarah was appointed as Director of Customer Experience at Abri (formally Radian Group), one of the south’s largest housing providers, in November 2019 and has already begun reinvigorating the organisation’s customer experience approach with a new long-term strategic plan. In addition to her extensive experience in the CX sphere, Sarah became the first Certified Customer Experience Professional (CCXP) in Yorkshire in 2018, and was also recognised as one of the UK’s leading CX professionals in Customer Experience Magazine’s Top 25 CX Professionals of 2019.
Ann Gibbons
Executive Director of Customer Services @Metropolitan Thames Valley
Ann joined Metropolitan in 2013 to lead on the turnaround of our Care and Support and Supported Housing business. In 2017, she became Executive Director of Customer Services with accountability for Housing Services, Central Customer Services, Community Investment and Care and Support within Metropolitan and she has continued to lead this area in MTVH. Ann started her career in Hospitality where she worked for 20 years in various organisations in England, Scotland, Switzerland and The Netherlands. Following this she held leadership roles in Retail Financial Services for Santander and Nationwide before briefly working for Anchor.