Keyboard and Mouse

Virtual Spring Conference

24th March 2022

BOOKING OPEN

Free for Members | £150 + VAT for Non-Members

Sponsored by

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Image by Chris Montgomery

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

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Matt Drage Circle.png
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Vicki Leech Circle.png
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Speakers

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Matt Drage

Square 4

Expert Panel Discussion

Martin Hill-Wilson circle.png

Martin Hill-Wilson

Brainfood Consulting

Keynote Talk

Vicki Leech Circle.png

Vicki Leech

Covea Insurance

Industry Case Study

James Eilliott Circle.png

James Elliott

Government Debt Management Function

Expert Panel Discussion

Kate M circle.png

Kate Mitchenall

UK Regulators Network

Regulatory Update 

Naomi S circle.png

Naomi Sweeting

Grand Union Housing

Industry Case Study

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Russell Hamblin-Boone

CIVEA

Expert Panel Discussion

Peter O circle.png

Peter Olawaye

Leap Confronting Conflict

Keynote Talk

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James Daley

Fairer Finance

Keynote Talk

Phil Hirons circle .png

Philip Hirons

Billing Finance

Expert Panel Discussion

Sally G circle.png

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.