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DateThu 29th January 2026
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Time14:00 - 14:45
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Event TypeWebinar
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LocationOnline
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Event starts in
Join Clarion and Kerv for an insightful webinar on how housing associations can strengthen resident engagement by modernising their contact centres with Microsoft technology.
Hear from Jon Hay, Colette Flattery and Davinder Birk as they share Clarion’s approach to laying solid foundations for a multi-year Dynamics transformation, the realities of change, and why starting small matters.
Discover practical strategies for balancing internal ownership with expert support, overcoming common challenges, and preparing for AI-driven innovation.
Whether you’re beginning your journey or optimising existing systems, this session offers actionable advice to help you deliver better experiences for residents and colleagues.
Date: 29th January 2026
Time: 14:00 – 14:45
Location: Online
Speakers
Colette Flattery
Customer Service Director @ Clarion
With extensive leadership experience across both B2B and B2C environments, Colette is a seasoned Customer Service Director who has successfully navigated regulated and non‑regulated sectors—particularly those shaped by complex and fast‑changing macroeconomic conditions.
Recognised for driving high‑performing customer operations at both large and small scale, Colette brings deep expertise in Customer Operations Management, Business Transformation, Operating Model and Organisational Design, Business Planning, and Commercial Strategy.
A passionate and strategic leader, Colette is committed to creating exceptional customer experiences through the powerful combination of people, process, and technology. Her approach blends commercial acumen with a strong customer focus, delivering sustainable results and meaningful change.
With extensive leadership experience across both B2B and B2C environments, Colette is a seasoned Customer Service Director who has successfully navigated regulated and non‑regulated sectors—particularly those shaped by complex and fast‑changing macroeconomic conditions.
Recognised for driving high‑performing customer operations at both large and small scale, Colette brings deep expertise in Customer Operations Management, Business Transformation, Operating Model and Organisational Design, Business Planning, and Commercial Strategy.
A passionate and strategic leader, Colette is committed to creating exceptional customer experiences through the powerful combination of people, process, and technology. Her approach blends commercial acumen with a strong customer focus, delivering sustainable results and meaningful change.
Jon Hay
Director of Enterprise Applications @ Clarion
Jon is an experienced multi-discipline team leader with over 12 years of expertise in technical development, solution design, and delivery. Currently at Clarion Housing, he drives digital transformation initiatives that combine technology, data, and user experience to create meaningful outcomes for residents and stakeholders. Jon has a proven track record of helping organizations craft rich digital and data experiences through collaborative discovery, technical excellence, and user adoption strategies. His leadership ethos focuses on building high-performing teams and embedding robust agile practices to deliver exceptional products and measurable impact. Jon is passionate about leveraging data to empower better decisions.
Jon is an experienced multi-discipline team leader with over 12 years of expertise in technical development, solution design, and delivery. Currently at Clarion Housing, he drives digital transformation initiatives that combine technology, data, and user experience to create meaningful outcomes for residents and stakeholders. Jon has a proven track record of helping organizations craft rich digital and data experiences through collaborative discovery, technical excellence, and user adoption strategies. His leadership ethos focuses on building high-performing teams and embedding robust agile practices to deliver exceptional products and measurable impact. Jon is passionate about leveraging data to empower better decisions.
Davinder Birk
CRM Pratice Lead @ Kerv
Davinder has over 15 years of experience in Microsoft Dynamics CRM, delivering more than 100 successful customer engagements. As a consultant and solution architect at Kerv, he leads projects from design to delivery, ensuring innovative solutions that drive measurable business benefits. His work spans diverse industries and organizations of all sizes, blending business insight with technology best practices to solve complex challenges. Passionate about collaboration and quality, Davinder inspires teams to think differently and achieve exceptional outcomes. He believes in the transformative power of well-implemented technology to create lasting impact for customers.
Davinder has over 15 years of experience in Microsoft Dynamics CRM, delivering more than 100 successful customer engagements. As a consultant and solution architect at Kerv, he leads projects from design to delivery, ensuring innovative solutions that drive measurable business benefits. His work spans diverse industries and organizations of all sizes, blending business insight with technology best practices to solve complex challenges. Passionate about collaboration and quality, Davinder inspires teams to think differently and achieve exceptional outcomes. He believes in the transformative power of well-implemented technology to create lasting impact for customers.
