Collaboration Conference

18th March 2021

09.15 - 17.00

The Collaboration Conference brings a range of consumer focused professionals together from across sectors to share knowledge, insight and best practice. Topics covered will include Vulnerability, Complaints Handling, Customer Experience, Regulatory Compliance, Mental Health & Wellbeing, Communication and Customer Service.*

Free for Members | £110 for Non-Members


09.15            Open for delegates to join


09.30            Welcome Address
                     Mark Bailey, Director & Co-Founder, Collaboration Network


09.45            Using Vulnerability Data to Secure Better Outcomes

                     Chris Fitch, Vulnerability Lead, Money Advice Trust


10.30            Mental Health in the Workplace: A Strategic Priority
                     Geoff McDonald, International Keynote Speaker & TEDx Talk Speaker


11.15            Refreshment Break


11.30            Monzo Bank: Innovating Customer Support in Challenging Times
                     Natalie Ledward, Head of Vulnerable Customers


12.15            Updated Guidance to Firms on Customer Vulnerability

                     Sarah McKenzie, Head of Consumer Strategy & Policy, The FCA


13.00            Refreshment Break & Networking Breakout Room Open


13.30            Northumbrian Water: A Case Study on Customer Experience & Communication
                     Alex Russell-Rutherford, Customer Experience Manager, Northumbrian Water


14.15            Reinvigorating Customer Experience: Resetting your Customer Focus

                     Nicola Eaton-Sawford, Director, Customer Whisperers


15.00            Refreshment Break


15.15            Update Guidance from the Regulator

                     Dennis Berg, Senior Manager, Ofgem


16.00            The New Landscape of Complaints in 2021

                     Matt Vickers, Chief Executive, Ombudsman Services


16.45            Final Thoughts & Questions


17.00            Close of Conference


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Mark Bailey - Host

Collaboration Network

Mark is a Co-Founder and Director of the Collaboration Network supporting cross-sector engagement and improving the relationships between consumers and businesses. Mark will host and help set the scene for each session and will lead on the Q&As.

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Chris Fitch - Keynote Speaker

Money Advice Trust

Chris Fitch is the Vulnerability Lead at Money Advice Trust and a Research Fellow at Bristol University’s Personal Finance Research Centre. Over the last 13 years, Chris has run a programme of research on vulnerability, financial difficulty, and financial services. This has involved research underpinning the design of the Debt and Mental Health Evidence Form, as well as the first ever UK study of the experience of frontline creditor staff when working with customers in vulnerable situations. In 2016, Chris was named in Credit Today’s top 100 list of influential people working in the creditor sector for the second time.

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Geoff McDonald - Keynote Speaker

Minds@Work | Geoff McDonald International Speaker

Geoff McDonald is a global advocate, campaigner and consultant who is passionate about addressing the stigma of mental ill health in workplaces, and about helping organisations embed purpose as a key driver of business performance. Prior to this he was the Global VP of Human Resources for Unilever.

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Natalie Ledward - Industry Case Study

Monzo Bank

Natalie Ledward is the Head of Vulnerable Customers at Monzo Bank. Natalie will be providing an industry case study of the work carried out by Monzo Bank to support their vulnerable customers over this challenging period presented by covid-19 and the subsequent lockdowns.

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Sarah McKenzie - Regulator Update

The Financial Conduct Authority

Sarah McKenzie is Head of Consumer Strategy & Policy at the Financial Conduct Authority. Sarah’s department is responsible for delivering research and insight to ensure the FCA understands consumers, their needs, attitudes and experiences. Sarah also oversees the overarching FCA consumer strategy and various areas of consumer policy work including vulnerability, redress and consumer credit.

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Alex Russell-Rutherford - Industry Case Study

Northumberland Water

Alex has spent the past decade focused on creating & transforming customer experiences from all parts of the customer experience in the water industry. He’s a previous Complaint Handling Gold Award winner & national customer experience awards judge. He’s recently joined NWL Group as their CMEX Customer Experience Manager.

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Nicola Eaton Sawford - Keynote Speaker

Customer Whisperers

Nicola is a well-known and influential Customer Experience architect who works closely with big brand organisations to disrupt and advance customer experience across sectors.

Her company, Customer Whisperers, was born as a one stop shop customer experience and training house back in 2007. Their work is enjoyed by millions of UK customers and disruptive ambitious across multiple sectors.

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Dennis Berg - Regulator Update


Dennis a Senior Manager at Ofgem. He is an experienced public policy leader, an expert in consumer and competition policy and regulatory strategy and a mental health champion. 

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Matt Vickers - Keynote Speaker

Ombudsman Services

Matt is the Chief Executive at Ombudsman Services. A former Foreign Office diplomat and retail industry executive, joined the not-for-profit outfit in 2015 as deputy chief executive and deputy chief ombudsman.

*Please note: the agenda is subject to change

As a digital conference, Collaboration Network cannot be held responsible for connectivity issues delegates may have.

The conference will be recorded and made available on request to members and paying delegates. Certain material may be redacted by individual contributors.