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.
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