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People of my age can all remember the days before everyone having web access and the days before the practical self-service, we have come to rely on. In fact, its what we have come to expect, do we not?
We practically reach for a Google search before much else these days, to check the price of something, how good people think it is, to complain, complement, order or buy stuff. Excellent and innovative self-service has meant we rarely visit banks and travel agents anymore, and we are empowered to expect anything, anytime and generally delivered in anything between an hour and a day generally.
But how have these organisations cracked the considerable barriers, of making these projects work?
I have worked with many organisations, with ambitious aims, but floundered with untried tech, dealing with multiple suppliers often locking horns like rutting stags, web user interfaces not living up to what modern self-service provides, or simply providing self-serve and hoping that ‘customers will just come’.
A new up-coming ‘Digital Self Service In Housing Conference, in the autumn - https://www.selfserviceconference.co.uk/ aims to sweep away some of the myths around why self-service projects struggle to get off the ground and how to tackle many of those challenges, outlined above. This I think is badly needed and naturally, will be providing some useful insights from my recent experiences.
Digital Self Service in Housing is a brand new conference for social housing that places customer self-service and digital channel shift at the heart of the discussion, ultimately answering the question:
“How do we deliver a truly successful digital customer journey?“
The themes that the conference will cover are:
• Methodologies for delivering successful self-service projects
• Managing multiple suppliers
• User experience best practices for self-service
• Online repairs reporting including self-appoint
• Strategies for onboarding customers
• Lessons learned from the front line
There are already six speakers lined up and I would recommend this conference to all in the sector, who would like to get digital self-service right, first time, with benefits for residents, customers and efficiencies in the back office too.
Confirmed speakers, experienced in getting the digital journey right, include:
• Chris Reed & Karen Dumper, Yarlington Housing Group
• Anna Robson, Livin
• Lisa Candland, Torus Group
• Tony Smith, Acutance Consulting
• Adam Barrett, Access Social
• Stephanie Duerden & Chris Thomas, Wigan Council
• Camilla Busbridge, Active Housing
The conference is central and easy to get to in Solihull, West Midlands. Early bird delegate rates are currently available. I was also a bit cheeky and asked for an extra discount, for all readers of this blog. Just enter the code ‘DSSIH05’, for an extra 5% off, at the checkout - https://www.selfserviceconference.co.uk/register/ . Keep that quiet though, as if that gets out, everyone will be using it!
See you there, Tuesday 2nd October 2018
Related Post: when you have experienced a Critical Friend, you realise the real value of an external view on your projects & systems
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Dr Feelgood – She Does It Right.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009
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