Recently, we had the pleasure of attending two brilliant conferences: The Leadership Factor (TLF) Client Conference 2024 and the National Innovation Centre for Data (NICD) Data Innovation Showcase. 

Here’s a snapshot of what we learned:

The Leadership Factor (TLF) Client Conference 2024 – 18th September

Held in the stunning Institute of Engineers building in Westminster, the TLF conference brought together voices from both housing and the private sector, with speakers from Direct Line, UK Power Networks, and more. The focus across the board was using customer insights to drive performance.

Highlights:

• Stephen Hampshire (TLF): We need to both “zoom in” to understand our customers deeply and “zoom out” to apply that knowledge effectively across our services.
• Hannah Ngoma (UK Power Networks): Their Customer Satisfaction Feedback Cycle shows how to link insights with every step of the customer journey to drive real, impactful improvements.
• Jo Causon (Institute of Customer Service): Jo stressed the importance of organisations taking a stand with the #ServiceWithRespect campaign, addressing the issue of rising hostility faced by customer-facing staff.

We believe all staff deserve to be treated with respect and we are a co-signatory on an open letter calling on the policing minister to improve recording of crimes against customer service staff: Open letter calling for better recording of crime statistics ⋆ Institute of Customer Service

One major theme across the day was how blending AI with a human touch is key to maintaining strong customer connections. We also were reminded of the value of letting customers know why we collect their data – it boosts their willingness to provide meaningful feedback, which we can then use to deliver better services. 

National Innovation Centre for Data (NICD) Data Innovation Showcase – 25th/26th September

Our Business Support Officer, Nicola Barratt, and Asset Data Analyst, Rebekah Kent, attended the first day of this two-day showcase at Newcastle University’s impressive Catalyst building. NICD’s mission is to transfer data skills into the UK workforce, and North Star has already benefited from working with NICD students on a project analysing our repairs data.

Highlights:

• Keynote Speaker Dr Mhairi Aitken (Alan Turing Institute): Emphasised the importance of engaging the public with data-driven innovation, ensuring we’re considering every end-user scenario.
• Data Success Stories: From Gateshead Council’s project linking systems to profile individual debt to Seascape Systems’ use of AI to track offshore renewable energy’s impact on birdlife, the day was filled with inspiring examples of how data is driving progress.

We even had the chance to try out a virtual reality headset designed to assist engineers in remote repairs! The future of AI and data-driven technology is bright, and it’s exciting to see how we can harness these tools to streamline processes at North Star.

These conferences have left us inspired and motivated to continue to develop innovative approaches through the use of technology to continue to improve our customers’ experience. A huge thank you to TLF and NICD for hosting such insightful events and to everyone we had the pleasure of networking with.