The award-winning fix for one of housing's biggest customer service problems

Citizen Housing, a social housing provider managing 30,000 homes across the Midlands, had a chatbot, a phone system, a website and a customer portal that didn't talk to each other. Scott Worth and Reanne Smith join the People in Housing Podcast to explain how they rebuilt customer experience from the ground up, consolidating 68 disconnected systems into one platform built on Amazon Connect. The project won Best Customer Experience at the People in Housing Awards, in Citizen Housing's first ever awards submission. With thanks to Scott Worth, Director of Customer Experience, and Reanne Smith, Digital Change & Diagnostic Team Manager, at Citizen Housing. Listen on Spotify: https://open.spotify.com/episode/1JjE... Find out more about Citizen Housing: https://www.citizenhousing.org.uk/ #socialhousing #customerexperience #digitaltransformation #ukhousing #contactcentre