Virtual Spring Conference
24th March 2022
BOOKING OPEN
Free for Members | £150 + VAT for Non-Members
Sponsored by
Spring Virtual Conference
24th March 2022
Online via Zoom
Day presentation schedule: 09.00 - 17.30
Our 2022 conference programme begins on 24th March with a full day virtual conference enabling our members from across the world to join us for a day of learning and sharing across a range of topics that impact organisations across sectors. Themes set to be covered at this conference includes Debt & Affordability, Vulnerability, Complaints Handling, Regulation & Compliance, Customer Experience, Business Transformation, Inclusion, Equality & Diversity - plus more.
The day's programme will run through from 09.00 - 17.30.
Agenda
09.20
Open for Delegates to Join
09.30
Welcome Address
Mark Bailey,
Director & Co-Founder, Collaboration Network
09.45
Industry Case Study:
Supporting a Range of Customer Needs
Naomi Sweeting,
Director of Customer Experience,
Grand Union Housing
10.30
Keynote Talk:
Building an Inclusive Workplace
Environment - Top to Bottom
Peter Olawaye,
Leap Confronting Conflict
11.15
Refreshment Break
11.30
Industry Case Study:
Dwr Cymru Welsh Water - Excellence in
Complaints Handling
Sally Gronow,
Head of Customer Service,
Dwr Cymru Welsh Water
12.15
Expert Discussion Panel:
Customer Affordability and Financial
Vulnerability in Collections
-
Matt Drage, Square 4
-
James Elliott, Government Debt Management Function
-
Russell Hamblin-Boone, CIVEA
-
Philip Hirons, Billing Finance
13.15
Lunch Break
13.45
Keynote Talk:
Creating Emotive Customer Experience
Martin Hill-Wilson,
Brainfood Consulting
14.30
Industry Case Study:
The Road to CX Distinction
Vicki Leech,
Senior Customer Experience Manager,
Covea Insurance
15.15
Refreshment Break
15.30
Keynote Talk:
Using Customer Data Responsibly
James Daley,
Managing Director,
Fairer Finance
16.15
Regulator Update:
Regulatory Research Update
Kate Mitchenall,
UKRN
17.00
Final Thoughts & Close
Speakers
Matt Drage
Square 4
Expert Panel Discussion
Martin Hill-Wilson
Brainfood Consulting
Keynote Talk
Vicki Leech
Covea Insurance
Industry Case Study
James Elliott
Government Debt Management Function
Expert Panel Discussion
Kate Mitchenall
UK Regulators Network
Regulatory Update
Naomi Sweeting
Grand Union Housing
Industry Case Study
Russell Hamblin-Boone
CIVEA
Expert Panel Discussion
Peter Olawaye
Leap Confronting Conflict
Keynote Talk
James Daley
Fairer Finance
Keynote Talk
Philip Hirons
Billing Finance
Expert Panel Discussion
Sally Gronow
Welsh Water
Industry Case Study
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 attend all virtual conferences as part of their membership package. You can book your place now via the Member app.
Non-Members
Non-Members of the Collaboration Network are able to book a place at the Spring Virtual Conference for a rate of £150 + VAT per person. If you would like to enquire about becoming a Member ahead of the conference to take advantage of complimentary attendance, get in touch.
* Tickets can be re-assigned or transferred should the situation be required. No refunds on tickets will be issued.