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Collections & Vulnerability Summit

Tue Nov 24, 2020 - Thu Nov 26, 2020
09:30 - 16:00
Digital Broadcast

Vulnerability is the new normal

The Covid-19 pandemic is exposing the industry’s capability to support a nation propelled into vulnerability. In these conditions, the ability of the credit and financial services profession to adapt at speed, while protecting customers and brand reputation, is critical.


A digital broadcast event

In a year in which the pandemic has become a catalyst for innovation, agility and transformation, the summit will reflect the times in 2020 by becoming a fully digital, broadcast event, taking place during Vulnerability Awareness Week and a part of the Credit Festival. Find out more here.


With a collective heritage of more than 30 years, the Collections & Vulnerability Summit, sponsored by Experian, will host the Collections, Debt Sale & Purchase Conference and Utilities & Telecoms Conference, sponsored by Just. This unique event unites collections and customer service professionals from the utilities, telecoms, financial services and public sectors. Together, they will disclose vital information on best practice, industry trends and shared challenges.


View full agenda by clicking the images below.


As vulnerability becomes the norm for millions of customers, the Summit will explore digital transformation, data and analytics, collaboration with the debt advice sector, regulators and government along with forbearance and the end of payment holidays. Collections professionals will also unravel how working practices may have changed forever.

Delegates will learn:

  • How collections teams are deploying data and analytics tools to assess fluctuating affordability
  • The volumes of customers, across multiple sectors, now identified as vulnerable
  • How collections professionals are assisting customers after payment holidays end
  • The growing role of automation and wider technology in collections and recoveries
  • The collaboration between industry, regulators, the advice sector and government, which is now necessary for customers’ financial recovery

The event brings together risk, credit, collections, customer services and recoveries functions within energy, water and telecoms, debt buyers, collection agencies and partners at debt recovery law firms.


View agenda

2017 Speakers View All

2017 Speakers

Chris Fitch

Vulnerability Lead/Research Fellow
Money Advice Trust/Bristol University (Personal Finance Research Centre)

Gareth McNab

Social Innovation Lead
Nationwide Building Society

Victoria Oliver

Director of Client Development

Michelle Atkinson

Head of Income
United Utilities

George Badejo-Adegbenga

Chief Legal Counsel & Chief Risk Officer
Loans 2 Go

Laura Tough

Head of Member Vulnerability Access & Inclusion
Nationwide Building Society

Nick Georgiades

Managing Director

Tim Hawley

Head of Customer Vulnerability
Capital One

Mark Porter

Head of Collections
Motonovo Finance

Sharon Collard

Professor of Personal Finance
University of Bristol

Natalie Ledward

Vulnerability Manager
Monzo Bank



Ruby Mitchell

Senior Operations Manager
Octopus Energy Group

Josh Yorke

Third Parties Performance and Strategy Manager - Customer Collections

Rob Mayer

Head of Credit Risk and Collections Strategy
OVO Energy

Tony Franklin

Expert by Experience Panel

Sandy Duckett


Paul Martin

Head of Customer Operations

Terry Franklin

Global Business Development Director

Marcel Le Gouais

Managing Editor
Shard Financial Media

Frances Haque

Chief Economist
Santander UK

Gary McCready

Director - Multiplay & Broadband
Dixons Carphone

Lisa Fretwell

Managing Director




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By sponsoring the Collections & Vulnerability Summit you can benefit from putting your company in front of leading decision-makers and industry peers.


With an intensive marketing campaign, the earlier you partner with us, the more you will benefit.


Become a sponsor



Get your brand noticed


Gain significant brand exposure through our extensive marketing coverage


Develop business relationships


Make direct contact with new prospects


Differentiate yourself from your competitors
Create competitor differentiation with your company name head and shoulders above your competition

Meet an engaged audience


The best opportunity to connect with a highly engaged audience of influential purchasing decision makers within a focussed one-day event

Give attendees a ’taste’ of your business
Demonstrate services and products to potential customers across the industry

Book with confidence


Sponsor with confidence, Credit Strategy has 20 years’ experience running events in the industry



Collections & Vulnerability Summit audience seniority levelCollections & Vulnerability Summit audience industry breakdown





Headline sponsor:
U&T headline sponsor:
Knowledge partners:
Sustainability Partner:


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Full agendas


Click on the tabs below to see the full agendas for CDSP and U&T conferences.


Interested in speaking?


Please contact our Conference Producer, Kitty Wood:


Email: kwood@shardfinancialmedia.com

Telephone: 020 7940 4818

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View full CDSP Conference agenda

View full U&T Conference agenda



25th November 2020

24th November 2020

09.15 | Welcome address

10.10 | Welcome address

09.25 | Using Insight to Shape Your Approach to Vulnerability During the Pandemic

10.20 | Economic update

09.55 | Vulnerability is the new normal

10.55 | Vulnerability is the new normal 10.35 | The operational revolution in collections
11.30 | The operational revolution in collections 11.10 | Q&A with an enforcement market integrator
12.00 | Arrears foresight: Understand how the unfolding crisis will affect your customers 11.45 | The new customer journey: Changing nature of customer interaction
12.30 | Lunch and networking break

13.15 | Debt sale and DCA markets: Opportunities for 2021

13.00 | Modelling for a recession

13.50 | Debt advice, funding and breathing space

13.35 | Making high quality decisions in a fast-changing environment

14.25 | Protecting vulnerable customers from gambling debt

14.10 | Strategies for customer expectations, amid rapid changes in demand

14.55 | Managing customer vulnerability 14.40 | Closing remarks
15.25 | Closing remarks


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The Awards

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VAG - tower banner-with Experian.jpg
VAG - tower banner-with Experian.jpg

The annual Vulnerability Awareness Gala, sponsored by Experian has taken place on 24 November. It has brought together the widest possible group of credit and collections professionals, across multiple sectors, to showcase those independently judged as best-in-class.


The gala has united both the Collections & Customer Service Awards and Utilities & Telecoms Awards, sponsored by Just - with a collective heritage of 25 years! The event has recognised success and rewarded professionals for their exceptional and critical work across credit and collections, working in financial services, energy, water, telecoms and public sectors.


View the 2020 winners

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Don’t miss the leading edge insight, inspiration, celebrations and learnings available at the first Credit Festival. All content will be available live or on-demand through live digital broadcast, bringing you over 80hrs of content across November.

Discover what’s included in a Credit Festival pass

Credit Summit
Credit Awards
Women in Credit Awards
FSE Week
Lending Summit
Lending Awards
Car Finance Conference
Car Finance Awards
Collections & Vulnerability Summit – U&T
Collections & Vulnerability Summit – CDSP
U&T Awards
Collections & Customer Service Awards
Credit Festival Pass £800 + VAT*

*Tickets are only available to Creditors, Lenders and Charities. All other businesses can attend the event by taking one of our sponsorship packages. Sponsorship form here.

Book now

If you have any questions, please contact us by email directly by phone at 020 7940 4840.

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