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Arturo Dell

Arturo Dell

Director of Digital and Innovation,
HouseMark

Arturo is responsible for leading on product development, innovation, Big Data and the Internet of Things. He is widely known in the UK public sector as a thought leader and practitioner on these issues. He joined HouseMark in 2015 and was previously the Head of Business Intelligence at the London Borough of Camden.

  • Highlighting the significance of using CX metrics including customer satisfaction and competitive benchmarks to achieve success and highlighting that 80% of businesses in 2019 expect to compete mainly based on customer experience
  • Emphasising the need for the social housing sector to invest in customer experience metrics and highlighting the MHCLG’s 2018 Green Paper for Social Housing which also calls for improvements in customer experience across the sector
  • Reviewing the STAR customer satisfaction framework which aims to measure customer satisfaction, allows like-for-like comparisons and permits landlords to make use of the data to drive improvements
  • Drawing attention to HouseMark’s data entry system and outlining the benefits of housing sectors submitting performance data early including identifying any data collection issues early
  • Exploring the 10 ways to benchmarking success such as committing to data use, recognising the importance of middle management, recognising the significance of data quality and making use of outside support