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8.50

Welcome from Credit Strategy

9.10

Economic outlook and post-election landscape

  • Universal credit changes
  • Homelessness Reduction Act

 

9.45

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

Panellists:

Paul Stretton

Head of Debt and Credit

EXTRA ENERGY


 

10.15

Tackling occupier debt

  • 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

 

10.55

Networking break

Main Stage

Water

Energy

Telecoms

11.20

Panel: Mitigating fraud and theft risk

Panel: PR19 and the customer journey in 2017

The future of customer service and switching

Roundtables

  • 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 Laban

Debt Insights and Systems Manager

E.ON

 

Rob Chapman

Chairman

RISK & ASSURANCE GROUP

 

Dave Verma

Counter Fraud Manager

BRENT COUNCIL

 

  • 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:

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

 

  • 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:

Chris Harris

Head of Regulation and Policy

NPOWER

 

Stephen Murray

Energy Commercial Manager

MONEYSUPERMARKET

 

Victoria Macgregor

Director of Energy

CITIZENS ADVICE

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

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

Understanding customer behaviours

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

How SMART meters will impact collections and customer engagement

  • Understanding customer behaviours to shape credit and collections strategies
  • Spotting patterns to increase sales opportunities and understand collections
  • Segmenting customer data to understand future trends
  • Enhancing your commercial strategy

Gary McCready

Director - Commercial Strategy & Analytics

(Carphone Warehouse)

DIXONS CARPHONE

 

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

  • 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

12.30

Data sharing between water, energy and telcos

Affordability and forbearance within the water industry

Implementing OFGEM and CMA investigation outcomes

  • 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 Mike Jeapes mike@creditstrategy.co.uk or +44 (0)20 7940 4847.

  • 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 Mike Jeapes mike@creditstrategy.co.uk or +44 (0)20 7940 4847.

  • 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 Mike Jeapes mike@creditstrategy.co.uk or +44 (0)20 7940 4847.

 

 

 

13.00

Lunch


14.00

Forming your customer contact strategy

  • Managing market transiency and tracing
  • Encouraging constant data collection to ensure quality

Panellists:

John Preston

Head of Billing, Collections Risk & Assurance

TESCO MOBILE


 

14.35

Encouraging positive online discussions around debt

 

  • 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


 

15.10

Afternoon break


 

15.30

What does GDPR mean for utilities and customer interaction?

  • 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 Mike Jeapes mike@creditstrategy.co.uk or +44 (0)20 7940 4847.


 

16.00

Identifying and engaging with vulnerable customers

  • 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:

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


 

16.25

End of conference

 

 

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