The Customer Conference - In search of excellence

If you thought last year’s DIN customer conference was full of inspirational insights, then look no further!

It’s back for a second year, as we once again bring you the best in show for excellence in delivering services to tenants and residents.

We’ll be serving up the very greatest leadership lessons and insights from within and outside the sector, making it THE conference to attend if you want ideas that are a cut above when it comes to solving long standing issues in customer experience.

After five successive years of falling tenant satisfaction, in 2025 we have seen an increase in satisfaction with social landlords; rising by 1.2% to 72.5%.

So have we turned the corner at last? Can we expect landlord complaints to start reducing and satisfaction to accelerate on an upward path?And what are the dissatisfaction rates?

And what are the new and emerging trends and expectations tenants may have about what they want from their landlords? Are you prepared for changing and new demands?

They’re just two of the essential areas we’ll explore with our range of experts at this go-to, in-person annual event.

About this event

If you are interested in improving services and experiences to make them the very best for your tenants and teams, this is the day for you.

We promise a day of unrivalled insights, innovation and inspiration, all designed to help you and your organisation understand the changing nature of service excellence.

With a mixture of keynote presentations, fireside chats, breakouts and a panel session, this will be a day packed full of some of the very best insights into delivering exceptional customer service.

With speakers from a variety of sectors, they all have one essential thing in common. A desire to deliver a brilliant customer experience, backed up by real world insights they will share with you.

Areas we will be exploring include:

• With service experiences being indistinguishable from product experiences, how have the expectations of customers changed and what are the key areas we now need to be focusing on?

• Aligning customer impact with customer value – delivering a more personalised experience.

• The myth of customer feedback – how the traditional methods you are using could be leading to the wrong customer strategies.

• Understanding the emerging trends and weak signals around customer needs.

• Lessons from Octopus – How did the energy company become a legend of customer service in a highly competitive market?
• Learn how Stagecoach went from being engineering led to customer focussed.

• How do you create memorable moments that make a difference to the way customers feel about your organisation ? – The Stagecoach story

• Brilliant basics – it may sound easy, but it’s hard in practice – how do you get it right?

• How will the rapidly emerging world of generative AI change the way customer services are designed and delivered?

• When things go wrong – how to get your complaint recovery right

• Creating raving fans – What can housing learn from the world of football clubs and how they engage their supporters

Hosted by:Ian Wright, Founder and CEO, Disruptive Innovators Network and

Oke Eleazu, Founder, Elevate Colour and former CEO, Many Pets

Speakers include:

Fiona Howarth, Founder, Octopus Electric Vehicles

Mark Bradley, Founder and Director, The Fan Experience

John Sills, Managing Partner, The Foundation

Amanda Leonard, Founder and CEO, Perfect Storm Inc.

Paul O’Neil, Co-Founder, Nolijwork

Charlie Sim, Partner, The Foundation

Andy Harper, COO Gumtree and Ex Head of Product, Stagecoach

Donna Cezair, CEO, Worthing Homes

Jonathan Higgs, CEO, Raven Housing Trust

Richie Rumblelow, Customer Experience Director, SNG

Ben Trimble, Sales Leader, Global Financial Services

Kai Jackson, Chair, Tenant Scrutiny Panel

Who should attend?

This event is for anyone leading, responsible for or interested in delivering an exceptional customer experience, including chief executives, board members, executive directors, heads of service and frontline operational teams.

This will be a unique leadership immersion into the world of the customer, so come along, be inspired, energized and learn more about how to build a better business for the future for your residents and colleagues alike.