SOLD OUT

About the Workshop

Effective Knowledge and Information Management (KIM) is critical for delivering great customer experiences in social housing. Yet, many organisations struggle to structure, store, and utilise information effectively. This interactive workshop will equip you with the tools to develop/review your existing KIM strategy that enhances decision-making, improves efficiency, and strengthens governance in your organisation.

Led by our resident CX expert, Jo Leckie from Big Picture Training and expert speakers from within and beyond the housing sector, this session brings together customer experience (CX) and data specialists to help you map your knowledge landscape, develop a strategy, and create an actionable plan.

What You’ll Gain

A clear understanding of why KIM matters in social housing
A mini audit tool to assess your organisation’s current KIM landscape
A draft KIM strategy template to refine and implement
Practical steps to embed KIM into everyday practice
Networking opportunities with peers and industry experts

Who Should Attend?

This workshop is designed for professionals in the social housing sector who handle customer data, knowledge, and information, including:

Customer Experience & Service Leads
Data & Information Managers
Housing Operations Managers
IT & Digital Transformation Teams
Policy & Compliance Officers

Other facillitors include:

Clare Paterson, Author & Consultant: Clare is a leading data strategist and advocate for data protection professionals in the social housing sector. With over 25 years of experience in quality assurance, risk management, and data management, Clare draws on her deep expertise to help housing providers harness data in ways that build trust and fulfil their social purpose.

Clare is the author of A Practical Guide to Data Protection in Social Housing, published by Law Brief Publishing, which reflects her extensive experience working in and with housing landlords.

Chris Herbert, Director of Customer Service - Service Delivery at Openreach: Chris is an award-winning CS professional with extensive experience in managing service delivery at scale. As the Director of Customer Service at Openreach, Chris has demonstrated exceptional skills and expertise in transforming customer feedback into actionable insights. His session will equip delegates with real-world, practical insights to enhance how they manage knowledge and information within their organisations.

Event timings
9.30 Arrival and registration
10.00 Customer experience lab starts
16.00 Event close

Attendance is free as part of your DIN membership subscription.

Important notice:
Attendance is free as part of your DIN membership subscription however due to an increasing number of no-shows without apologies there will be a charge of £199+vat for anyone booking who does not show up on the day.

FULL: Customer Exp Workshop: Knowledge and Information Management (KIM)