CRM, Digital journeys and AI

CRM, Digital Journeys and AI

We will explore how housing providers are moving beyond technology implementation to create more joined-up, personalised and proactive customer experiences. We will hear practical examples of AI already delivering value, and discuss how organisations are balancing digital efficiency with the empathy customers still expect from human interactions. Joining us will be Lou Zonato, who will share insights from outside the housing sector on how leading organisations are adopting AI and digital innovation to remove friction, empower colleagues and deliver better customer outcomes.

Meeting Objectives:

• Share progress and insights in developing CRM capability, digital customer journeys and AI adoption
• Gain outside sector insight into how leading organisations are using AI and digital tools to improve customer outcomes, empower colleagues and deliver more seamless customer experiences
• Understand how organisations are balancing automation with empathy, ensuring technology enhances rather than replaces human relationships
• Consider practical steps to strengthen customer insight, create more connected customer journeys, and realise greater value from existing technology investments