
London Conference
NEW DATE: 13th July 2022
BOOKING OPEN
Complimentary for Members | £695 + VAT for Non-Members
Sponsored by



Our London Collaboration Conference takes place on 13th July 2022 at the Law Society, Chancery Lane, where we will have a full day of learning and sharing across a range of topics that impact organisations across sectors. Themes set to be covered at this conference includes Vulnerability, Complaints Handling, Customer Experience, Regulation & Compliance and Inclusion, Equality & Diversity - plus more.
The day's programme will run through from 08.45 - 17.30, after which we will host a networking drinks reception on-site from 17.30 - 19.30. Tea, coffee, water, pastries, biscuits and a buffet lunch are included.
View the Agenda below.


London Conference
13th July 2022
The Law Society
113 Chancery Lane, London, WC2A 1PL
Day presentation schedule: 08.45 - 17.30
Evening Networking Drinks Reception: 17.30 - 19.00
Agenda
08.45
Registration & Welcome Tea / Coffee / Pastries for Delegates






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






09.45
Keynote Talk:
Diversity & Inclusion in the Workplace:
How to Make it Work
Leng Montgomery,
Diversity & Inclusion Leader and TEDx Talker






10.30
Interactive Workshop:
Creating the Right First Impression
When it Comes to Complaints
Sarah Lawrence,
CWSL Training






11.15
Refreshment Break - Morning Tea/Coffee






11.30
Industry Case Study:
Different Customers and their Different Needs
Mike Papworth,
Head of Customer Relations,
L&Q Housing Group






12.15
Industry Case Study:
Debt & Recovery: Supporting Vulnerable Customers
Danny Hillery,
Senior Manager, Nationwide Building Society
David Murphy,
Director, ReachOut






13.15
Networking Lunch Break






13.45
Expert Discussion Panel:
The Cost of Living Crisis
-
Duncan McCombie, Yes Energy Solutions
-
Zoe McLeod, Sustainability First
-
Paula Burnell, Dwr Cymru Welsh Water
-
Vanessa Northam, StepChange






14.45
Keynote Talk:
Reviewing the Landscape of Customer Service
Andy Eadle,
Former Director of Customer Operations,
Shell Energy






15.30
Refreshment Break - Afternoon Tea/Coffee






15.45
Industry Case Study:
Affinity Water - Award-Winning CX Strategy
Transformation
Luke Sambridge,
Head of Business Excellence & Transformation,
Affinity Water






16.30
Industry Case Study:
Award-Winning Approach to Supporting
Vulnerable Customers
Karen Stewart,
Vulnerable Customer Programme Manager,
Phoenix Group






17.15
Final Thoughts & Close of Day Programme






17.30
Post-Event Networking Drinks Reception






19.00
Close of Conference

























Speakers

Leng Montgomery
Diversity & Inclusion Leader
Keynote Talk

Danny Hillery
Nationwide
Industry Case Study
Financial Services

Duncan McCombie
Yes Energy Solutions
Expert Panel Discussion

Mike Papworth
L&Q
Industry Case Study
Housing

David Murphy
ReachOut
Industry Case Study
Financial Services

Zoe McLeod
Sustainability First
Expert Panel Discussion

Karen Stewart
Phoenix Group
Industry Case Study
Financial Services

Andy Eadle
Former Shell Energy
Keynote Talk

Paula Burnell
Dwr Cymru Welsh Water
Expert Panel Discussion

Sarah Lawrence
CWSL Training
Interactive
Workshop

Luke Sambridge
Affinity Water
Industry Case Study
Water

Vanessa Northam
StepChange
Expert Panel Discussion
How to Book?
This conference is open for registration now for both members and non-members of the Collaboration Network
Members
Members of the Collaboration Network are entitled to a complimentary free place at one 2022 Conference and discounted attendance at a second conference.
Single Member
You are entitled to a complimentary free place at one conference of your choice. You can secure your place at the London Conference using the below link where you will need to pay a £100 deposit which will be refunded back to the card post-event following confirmed attendance. If you would like to attend a second conference, you can secure your place at the discounted ticket rate of £195 + VAT per person.
Corporate Membership
If you have a Corporate Membership with the Collaboration Network you are entitled to 3 x complimentary free places at a conference of your choice. You can secure your place using the below link where you will need to pay a £100 deposit per person which will be refunded back to the card post-event following confirmed attendance of these individuals. If you would like to have additional attendees or attend a second conference, you can secure these places at the discounted ticket rate of £195 + VAT per person.
Non-Members
Non-Members of the Collaboration Network are able to book a place at the 2022 London Conference for a rate of £695 + VAT per person. This cost includes the full day's agenda, lunch & hospitality and an invitation to the post-event networking drinks reception held on-site. If you would like to enquire about becoming a Member ahead of the conference to take advantage of the complimentary place, get in touch.
* Deposits for places will be refunded back to the card used following successful attendance of the Conference. If you pay the deposit and don't attend, this will not be refunded. Tickets can be re-assigned or transferred should the situation be required. No refunds on tickets will be issued. Our conferences have capped capacity and as such, membership will not guarantee a place once capacity has been reached. Tickets will be allocated on a first-come basis. Complimentary places can only be used at one conference per year, after which Members can attend a second conference using the discounted rate.