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UKAA Annual Conference 2017: the RESIDENT's EXPERIENCE

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UKAA Annual Conference 2017: the RESIDENT's EXPERIENCE UKAA Annual Conference 2017: THE RESIDENT’S EXPERIENCE 8th November 2017 | 8 Northumberland Avenue, London, WC2N 5BY Conference Programme 09:15 – 09:45 Registration opens, Coffee and Networking 09:45 – 09:55 Welcome and Introductions UKAA President: Jonathon Ivory, Managing Director, Atlas Residential. Conference Moderator: Alexandra Notay, Director of Product and Service Innovation, Places for People Group. Vice-Chair, ULI UK Residential Council. Co-Chair, UKAA Events and Marketing Committee. 09:55 – 10:30 Keynote: Delivering on Customer Experience. Keynote Speaker: Michael Robey, Founder, Brilliant There is a fundamental difference between basic customer service, how it’s understood and the customer journey. There are key differences between customer service, customer experience and customer centricity. Our keynote speaker will discuss the fundamentals and delivering on the customer experience, drawing on their experience in the market place. Michael Robey has 20 years’ experience in helping organisations design and deliver engaging customer experiences that foster loyalty and drive revenue. Former roles include Head of Customer Experience for No 1. Traveller and Head of Production at Imagination creative communications agency, based in Hong Kong. 10:30 – 11:15 Expert Panel: Delivering on Customer Experience: Lessons from other industries. UKAA members understand the need to prioritise the resident but what does it take to really excel in delivering a consistently high-quality customer experience? Renowned experts from hospitality, retail and aviation share their insights and advice for the emerging Build to Rent sector. Moderator: Roger Southam, Director, Residential Management, Savills Speakers: • Aviation: John Walton, Deputy Editor, Runway Girl Network, Columnist, Australian Aviation. • Global Hospitality: John Brennan, CEO, Amaris Hospitality. 1 UKAA Annual Conference 2017: THE RESIDENT’S EXPERIENCE 8th November 2017 | 8 Northumberland Avenue, London, WC2N 5BY 11:15 – 11:45 Coffee Break 11:30 – 11:40 “Technology with your coffee break” session hosted by: RealPage Speaker: Keith Dunkin, Senior Vice President: Asset Optimization, RealPage. 11:45 – 11:55 Reality of Renting: Stories from the Front Line! Speaker: Khushalee Rajgor, Operations Manager, Grainger plc. 11:55 – 12:45 Debate and Panel: The Great Valuation Debate! One of the greatest challenges around Build to Rent is valuation – particularly whether the additional value of amenities and greater customer service can be taken into account? Our expert teams of valuation consultants and leading Build to Rent investors will debate the motion: “Additional amenity driven income always equals extra Market Value” and the audience will vote for the winner! Moderator: Richard Berridge, MD, Blackbird Real Estate. Speakers: In the red corner - the valuers: • Paul Winstanley, Residential Valuation Partner, Allsop. • Adam Burney, Knight Frank In the blue corner - the investors: • Rebecca Taylor, Investment and Development Director, Long Harbour. • Catherine Webster, Strategic Finance and Investment Director, Quintain. 12:45 – 12:55 Reality of Renting: Stories from the Front Line! Speaker: Karl Thomas, Senior Lettings Manager, Acorn Limited. 2 UKAA Annual Conference 2017: THE RESIDENT’S EXPERIENCE 8th November 2017 | 8 Northumberland Avenue, London, WC2N 5BY 12:55 – 13:40 Case Studies: Addressing Affordability The UK housing crisis is nowhere more pronounced than in London. Hear three leading innovators give short case study presentations on their use of innovative financing to create genuinely affordable rental homes before a panel discussion. Moderator: Debra Yudolph, Partner, SAY Property Consulting. Speakers: • Simon Chatfield, Director, Be. • Olivia Harris, Chief Executive, Dolphin Living. • Peter Sherlock, Project Manager, Westminster City Council. 13:40 – 15:00 Lunch and Networking 14:10 – 14:20 “Technology with your lunch break” session hosted by: Yardi Speaker: Neal Gemassmer, Vice President International, Yardi. With customer service being at the heart of the UK’s build to rent market, Yardi will look at how the industry is leveraging proptech to enhance the resident journey and stages of the BTR lifecycle; the benefits of effective property marketing, connecting with your prospective residents and also how to improve their lifestyle throughout their stay in your build-to-rent portfolio. 14:40 – 14:50 “Technology with your lunch break” session hosted by: Canopy Speaker: Tahir Farooqui, Founder & CEO, Canopy. 15:00 – 15:10 Reality of Renting: Stories from the Front Line! Speaker: David W. Stanford, Enterprise Managing Consultant and Founder, Real Foundations. 3 UKAA Annual Conference 2017: THE RESIDENT’S EXPERIENCE 8th November 2017 | 8 Northumberland Avenue, London, WC2N 5BY 15:10 – 15:55 Expert Panel: Identifying the Need Build to Rent offers huge potential to accelerate the delivery of quality and affordable housing but the lack of current supply, particularly in London, is a live issue for many employers now. This panel will explore the different issues around demand and supply of appropriate housing from a range of employer perspectives. Moderator: Sophie White, Head of Infrastructure, PRS and Complex Projects, HCA. Speakers: • Sarah Tonkinson, Director – Institutional PRS and Build to Rent, Foxtons. • Guy Nixon, Founder and CEO, Go Native. 15:55 – 16:05 Reality of Renting: Stories from the Front Line! Speaker: Stephanie Smith, Portfolio Director, Atlas Residential. 16:05 – 16:45 Interview and Q&A: Lessons from America The Build to Rent sector has drawn a lot on the expertise of the more established multifamily sector in North America but it can be tempting to see it as a panacea. This ‘fireside chat’ with former US National Multifamily Executive of the Year, David Woodward, will lift the lid on the good, the bad and the ugly of the past 25 years of multifamily and share behind the scenes insights from leading multifamily players Archstone Residential, the Laramar Group and most recently, Brookfield, where he was Global Head of Multifamily. Speaker: David Woodward, President, Global Apartment Advisors, CEO, CompassRock RE, Advisor to the Board, Quintain. Board of Directors, National Multifamily Housing Council. Interviewer: Alex Notay, conference moderator. 16:45 Conclusions 17:00 Conference Close 18:30 Networking Drinks Reception 19:30 Conference Dinner and Entertainment 4 .
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