About

With rising expectations around service delivery and responsiveness, housing providers are increasingly exploring how AI and digital tools can support more effective customer engagement and operational performance. At the same time, organisations are seeking to better understand customer behaviour, particularly where individuals are reluctant to engage, and to ensure that vulnerability is identified and responded to appropriately.

We are delighted to invite you to this session with Darren Carlile, who will draw on experience from consumer finance to share practical insight on how organisations are using digital channels and AI to improve customer interaction, service delivery and insight. This reflects member interest in learning from other sector approaches.

The discussion will explore:

• Designing customer journeys that drive engagement, particularly among harder-to-reach customers
• Lessons from financial services on balancing digital innovation, customer behaviour and regulatory expectations
• Using digital channels to better identify and respond to customer vulnerability
• The role of AI in strengthening complaints handling, insight and organisational learning
• Early considerations for scaling AI across organisations, including governance and oversight