Linked In
Twitter
Credit Strategy
Search
Search

Full Agenda

LinkedIn Twitter

 

8.50

Welcome from Credit Strategy

9.10

A practical guide to achieving ‘commercial compliance’ throughout the customer journey

  • Mapping out the end-to-end customer journey
    • The key risks at each stage
  • How firms can achieve compliance throughout while building customer advocacy and driving business success

Robert Bray

Principal Consultant

HUNTSWOOD

 

9.40

Household priorities and social vulnerability

  • Exploring where customers are more likely to spend their money
  • The domino effect:
    • Factors that may cause payment complications with other utilities providers (i.e. housing benefit restrictions)
  • Exploring social and financial vulnerability
  • Cultural propensity to pay:
    • Overcoming embarassment to initiate discussions and offer support
  • Understanding the motivations behind debtor rehabilitation
  • Engagement with customers who have defaulted
  • Assessing the benefits of approaching customers through multiple channels
    • Ability to make contact at a time convenient for customers
    • Strengthen customer relationships

Panellists:

Paul Stretton

Head of Debt and Credit

EXTRA ENERGY

 

 

Mitch Armstrong

Sales and Marketing Director

TELROCK

 


 

10.10

Forming your customer contact strategy

 

Strategy

  • Deciding how you involve outsourcing in your collections and recoveries model
  • Managing supplier relationships
  • Incorporating digital collections
  • Building your panel: Balancing skills and attributes
  • Choosing your partnership strategy: ‘Crisis contracts’ or establishing longer relationships and investment

Oversight

  • Monitoring and enforcing KPIs
  • Delivering vulnerable customer compliance – bring back in-house once identified?
  • Fraud risks inherent in outsourcing collections

Panellists:

John Preston

Head of Billing, Collections Risk & Assurance

TESCO MOBILE

 

Randy McFarlane

Head of Partnerships & Sales

INTELLIGENT ENVIRONMENTS

 

10.40

Networking break

Energy

Water

Telecoms

11.00

Assessment of switching and customer retention

Panel: PR19 and the customer journey in 2017

Roundtables

  • Understanding the future of customer switching
  • Gauging how crucial customer service will be to retaining customer
  • Empowering customers to take control of their billing
  • Customer expectations surrounding complaints handling
  • Ensuring ease of contact
  • Providing bill clarity

Panellists:

Mark Cowan

Business Development Director Collection Services

CAPITA

 

Matthew Cole

Head of Domestic Policy & Social Energy

NPOWER

 

Stephen Murray

Energy Commercial Manager

MONEYSUPERMARKET

 

Victoria Macgregor

Director of Energy

CITIZENS ADVICE

 

 

  • Assessing customer expectations on how and when they should be contacted
  • Effectively using customer contact channels
  • How smart meters and innovative technology are improving customer contact
  • Balancing serice improvements with cost efficiencies
  • Meeting OFWAT’s performance commitments
  • Exploring the outcome delivery incentives
  • Gauging how the Service Incentive Mechanism (SIM) will evolve:
    • How to incentivise service excellence
    • Drawing on ideas and strategies from beyond water
    • Utilising new customer contact channels
  • Ensuring affordability for all customers, including vulnerable
    • Increasing awareness and harmonising pricing on social tariffs

Panellists:

Daniel Hewett

Solutions Director

CAPITA

 

Andy Hughes

Head of Credit Management

SEVERN TRENT WATER

 

Steve George

Customer Services Director

SOUTH EAST WATER

 

Jeremy Heath

Innovation Manager

SUTTON AND EAST SURREY WATER

 

 

Roundtables will take place whilst the conference is divided into streams. This is the perfect chance to build deeper relationships with selected individuals - for further information please contact mike@creditstrategy.co.uk / +44 (0)207 940 4847.

 

 

11.20 - 13.05

Future billing models and account structures

  • What will the customer billing relationship look like in 10 years?
    • Tariffs and pricing structures
    • Collections
    • Customer interaction
  • Assessing how prevalent self-service customer interaction will be
  • The role of the customer service agent compared to digital interaction
  • How will account structures look?
  • The prevalence of
    • Multiple contacts
    • Direct debits
    • Multi-service bundles

11.35

How SMART meters will impact collections and customer engagement

Open Water: What this means for credit, collections and the customer journey

 

  • Improving customer engagement through SMART metering
  • How SMART meters will impact collections
  • Ensuring customer demand for meters
  • Are we ready for SMART meter implementation?

Panellists:

Duncan Carter

Smart Metering Strategy Manager

CO-OPERATIVE ENERGY

 

Rob Smith

Head of Policy & Public Affairs

SMART ENERGY GB

 

Rob Laban

Debt Insights and Systems Manager

E.ON

 

Garry Evans

Director of Global Products and Solutions

TDX

 

Commercial considerations

  • Tackling the water industry’s biggest threat and opportunity
  • Will household customers take advantage and switch?
  • How customer service will become the key battleground given margins

Policy issues

  • The likelihood of debt related issues increasing
  • How vulnerable customers would be affected
  • Who would hold the social tariff - wholesalers or retailers?
  • Gauging the impact on water efficiencicy and the environment
  • Will this help customers reduce or increase water consumption?

New market entrants

  • The likelihood of duel-fueld energy firms entering the market
  • Threats and opportunities facing new entrants:
    • Gauging the relative market complexity
    • Billing tech and tools
    • Providing front-line staff with water industry knowledge
    • Building wholesaler relationships
    • Establishing propensity ot pay - stopping service is not an option
  • Assessing whether the margins are returns are great enough

Panellists:

Mark Wilkinson

Head of Collections

NORTHUMBRIAN WATER

 

Representative TBC

Representative TBC

CONSUMER COUNCIL FOR WATER

 

Chris Wallace

Director

WALLACETRANSFORM

 

Neil Pendle

Managing Director

WATERSCAN

12.10

Implementing OFGEM and CMA investigation outcomes

Affordability and forbearance within the water industry

  • The realities of princples based regulation
  • Exploring the CMA’s 22 remedies
  • Understanding ongoing monitoring and reporting obligations
  • Ensuring greater consumer engagement
  • How to empower those on non-standard meters
  • Internal analytics requirements

Interested in leading the discussion on this topic? If so, please contact Andrew Tosh andrew@creditstrategy.co.uk or +44 (0)20 7940 4818

 

  • Liaising with the customer in an industry where disconnection is not an option
  • Balancing empathy and understanding
  • Structuring your affordability schemes
  • Considering customer retention in an open water market

Interested in leading the discussion on this topic? If so, please contact Andrew Tosh andrew@creditstrategy.co.uk or +44 (0)20 7940 4818

12.45 Lunch
CUSTOMER SERVICE DATA

 

Robotic Process Automation: Taking the robot out of the human

 

Mitigating fraud and theft risk

 

13.40

 

  • RPA – the basics explained
  • Learn what you can automate and why you should
  • How to separate the hype from reality
  • RPA in practice: Success stories
  • RPA in action: Interactive demonstrations

Paul O’Connor

Global Head of IT, Global F&A
AVARTO

  • Understanding the behavioural patterns and previous actions of a potential fraudster
  • Partnerships: How non-competing industries can share insight
  • What is stopping the energy fraud database opening up to all sectors?
  • Managing your current customers:
    • Shaping your customer onboarding strategy
    • Effective use of ID verification
    • Gauging fraud propensity through affordability checks
  • Modelling an expected profile of a customer to identify discrepancies

Panellists:

Rob Chapman

Chairman

RISK & ASSURANCE GROUP

 

Dave Verma

Counter Fraud Manager

BRENT COUNCIL

14.15

 

Identifying and engaging with vulnerable customers

 

What does GDPR mean for utilities and customer interaction?

 

  • Defining vulnerability and broaching the topic with the customer
  • Working with ’transient vulnerable’ customers who expect to be back on their feet soon
  • Managing customers who aren’t happy to disclose their vulnerabilities
  • Spotting social cues alongside financial cues
  • Treading the fine line between ’creepy’ and ’cool’ to build an understanding of the customer

Panellists:

Alistair Scullion

Managing Director Capita

Credit Risk & Debt Analytics and Euristix

CAPITA

 

Louise Beardmore

Customer Service Director

UNITED UTILITIES

 

Steve Crabb

Director, Consumer Vulnerability

BRITISH GAS

 

Meghna Tewari

Head of Consumer Vulnerability Strategy

OFGEM

 

Maria Wardrobe

Director of Communication and External Relations

NATIONAL ENERGY ACTION


Mike D’Andrade

Global Global Head of Delivery and General Manager, North America

CMC

 

 

  • Understanding your requirements to demonstrate transparency and accountability of customer data
    • Reviewing your current liabilities
  • Customer contact agents: Expected changes to training, processes and procedures
  • Supplier oversight obligations
  • Risks, challenges and changes for credit scoring
    • Implications for affordability measuring
  • Gauging the true internal business costs and priorities

Interested in leading the discussion on this topic? If so, please contact Andrew Tosh andrew@creditstrategy.co.uk or +44 (0)20 7940 4818

14.50

Tackling occupier debt and market transiency

Data sharing between water, energy and telcos

 

 

  • Dealing with a change of tenancy
  • What does good practice look like?
  • Know your customer: What’s being done to locate customers with outstanding balances?
  • All is not lost: Data quality and improving contact rate with customers, despite constraints in accessing relevant data
  • Meter penetration
  • Accuracy of company billing and collections
  • Customer responsibility to provide correct data readings

 

  • Ways that non-competing organisations can work together to avoid data degredation
  • Managing market transiency and tracing
  • Encouraging constant data collection to ensure quality

Interested in leading the discussion on this topic? If so, please contact Andrew Tosh andrew@creditstrategy.co.uk or +44 (0)20 7940 4818

15.25

Break

 

Regulatory Panel: Conduct and codes of practice

  • Understanding current standards set around debt collection in the energy, water and telecoms sectors
  • Exploring the possibility of greater synergy in regulations and conduct standards between the regulators

John Ricketts

President

CREDIT SERVICES ASSOCIATION

 

15.45

Encouraging positive online discussions around debt

16.20
  • Engaging with customers who have turned to online communities to fight repayment
  • Creating your own online space to influence conversations and positive solutions for all
  • Increasting trust between customer and creditor
  • Opening doalog with those who see debt as taboo
  • Viewing online communities as an extension of your brand
  • Avoiding situations where the customer perceives that they are the victim

Panellists:

Ian Parry

Utilities & FS Leader

PURE PLANET

 

Steve Banks

Head of Domestic Credit Risk

NPOWER

 

Gabriel Fraga

Chief of Communities

STANDING ON GIANTS

 

Ed Hodson

Policy Officer

COVENTRY CAB

 

16.55

End o conference

 

 

 

 

LinkedIn Twitter
Credit Strategy

Did you find our website useful?

Thank you for your input

Thank you for your feedback

creditstrategy.co.uk – an online news and information service for the UK’s commercial and consumer credit industry. creditstrategy.co.uk is published by Shard Financial Media Limited, registered in England & Wales as 5481132, Axe & Bottle Court, 70 Newcomen St, London, SE1 1YT. All rights reserved. Credit Strategy is committed to diversity in the workplace.
@ Copyright Shard Media Group