Every talk starts from evidence: two rounds of primary research with industry leaders, and fifty thousand quality and satisfaction data points from homes inspected before and after handover.
Speaking
Keynotes, panels, moderation, workshops and closed boardroom sessions. Most useful where an audience is willing to hear something uncomfortable about its own industry and how it might make positive changes.
What I speak about
What the industry says about itself when nobody is watching, and the zero per cent that should worry every board. Built from two rounds of primary research.
Why the case for doing right by residents keeps losing in the boardroom, and how to make it in a currency an appraisal recognises.
Why 75% of the industry names hotels as the people who do this well, and the three things residential can borrow immediately.
Vision 2030, delivery at scale, and why experience at scale is a different discipline from construction at scale. For GCC and international audiences.
Where technology genuinely changes customer experience in property, where it reaches its limit, and why that limit is structural rather than temporary.
On designing an operating system for customer care: 250 repeatable processes, ten stages, and what it takes to make quality something a business does rather than something it hopes for.
The record
Formats
Built on primary research, with a provocation the room has to answer. Slides carry data, not bullet points.
I prepare the panel beforehand and keep them honest, and I will ask the question the programme committee was too polite to put in the brief.
Ninety minutes with a leadership team, working through the one question they most need to answer, facilitating towards clear outcomes.
Half or full day with leadership teams, working groups or multi-stakeholder groups. Vision setting or problem solving, always with clear purpose and outcomes.
Enquiries