It is more impactful to change industry thinking than to change one business at a time.

I put small groups of senior people in a room and create the space for them to explore and debate collectively and honestly. Then I publish the findings.

The Customer First Forum

Four so far. Ten to forty senior people from residential development, investment and operations, in a room, for a morning, with no sales pitch and no sponsor slides.

Every Forum runs a survey beforehand. This is the part that matters. Anonymous, honest, and it produces findings that nobody says out loud on a conference panel: the industry scores itself 4.5 out of 10 for CX, no one says it is actively considered at handover or after move-in, and two thirds of the room put that down to competing priorities and budget.

Charlotte Constance hosting the Customer First Forum

What the room says

4.5

out of ten. The average score senior residential property people gave their own industry on customer experience.

of respondents said customer experience is actively considered at handover. The same at post-move-in.

75%

named hospitality as the industry that does customer experience brilliantly. Tech platforms came second, a long way back.

64%

named competing business priorities or budget as the single biggest barrier. Only 4% said poor data.

No sponsor slides, no panel of four, no questions from the floor at the end. Round tables, a provocation, spokespeople presenting back and lively debate.

What else I run

A day in January

Senior women in property, one day, vision and year planning. Part strategy session, part retreat. Yoga and breath work in the morning, planning in the afternoon, and a room of people who will hold each other to it.

Email to register interest

Closed boardroom sessions

Ninety minutes with one board or leadership team, working through their own data rather than the industry average. Usually more uncomfortable and more useful than a conference.

Email to enquire

The research

Every Forum produces a survey. The findings are published in full, aggregate and anonymous, and they are free. If you want a seat in the next round, please let me know.

Email to take part

The next one

If you would like to be in the room, or you see it differently, I would genuinely like to hear from you.

Be in the room