The Online Collections Technology Think Tank 2.1 has confirmed its agenda and speaker line-up ahead of the event next Thursday (16th September).
The third Collections Technology Think Tank has been created as an online event platform so that collections professionals can specifically discuss the role of the technology as we potentially emerge from the pandemic, adjusting to a new way of working and create new strategies in collections to adjust to consumers needs.
The event will consist of four sessions that will focus on customer engagement, affordability, open banking in collections and will be closed off with a stream on business transformation.
The session streams will include speakers from lenders and credit providers with consumer collection agencies supporting the discussion. The Think Tank will be Chaired by Vanessa Northam Head of Strategic Relationship at StepChange.
The agenda is as follows:
- 9.30am: Opening remarks from Credit Connect and Chair. Introduction and overview of the event line-up.
- SPEAKERS: Colin White, Founding Director, Credit Connect and Event Chair: Vanessa Northam, Head of Strategic Relationships, StepChange
- 9.40am: Customer Engagement The importance of communications. Getting your company’s messaging and communications strategy right will be of key importance as we enter, what could be, a fragile economic climate for consumers SPEAKERS: Gary Moffat, Customer Debt Operations Manager at British Gas, Jim Appleby, Managing Director at Arrow Global, Amon Ghaiumy, Co-Founder and CEO at Ophelos, Mark Oppermann, Co-Founder – Head Of Sales & Marketing at Webio.
- 10.45am: Assessing affordability using data segmentation. The importance of using data in the best way to maintain best customer outcomes. Can data really identify vulnerable customers? SPEAKERS: Alex Woodcraft, Director of Custome Engagement at GAIN Credit, Denise Crossley, Chief Executive Officer at Lantern, Frank Sherlock, International Vice President at CallMiner.
- 11.55am: Open Banking and future technology – The discussion will examine whether open banking technology and other types of technology are being effectively implemented into collections SPEAKERS: Tom Feest, Head of Collections & Recoveries at PSA Finance. Andrew Alder, Director of Development and Partnerships at Paylink Solutions.
12.40pm LUNCH BREAK
- 1.05pm Business Transformation. What is the future for collections? This discussion will discuss how business transformation can be achieved and adapted in what is currently an unpredictable climate. How can technology such as Machine Learning (ML), Artificial Intelligence (AI)) Robotic process automation help collections processes SPEAKERS: Mehmet Akseki, Managing Director at Ceverine, Adam Simpson, Global Head of Digital Strategy at Phillips & Cohen, Kevin Still, Director at DEMSA, John Storrie, Operations & Strategy Director at Arvato Financial Solutions.
- 1.50pm: Closing remarks
Speaker Frank Sherlock, VP of International, CallMiner said “CallMiner is really excited about this event. It will be really very interesting hearing different perspectives from lending, technology, and collections organisations on what is a crucially important topic. I love to get feedback and insight from attendees too, so we are looking forward to it being a lively, interactive, and informative session”
Alex Woodcraft Director of Customer Engagement at GAIN Credit said “I am excited to be a part of Collections Think Tank, especially because it is a promising platform to discuss topics that are crucial in our field. Looking forward to networking with other experts in the industry and share my experience to a wider realm.”
Jim Appleby Managing Director at Arrow Global said “I am really looking forward to our session on Customer Engagement at the Collections Technology Think Tank. Many of us have had to develop rapidly to support the changing needs of customers over the last 18 months and so it will be exciting to debate some leading-edge case studies to spark ideas for the next period.”
Mark Oppermann Co-Founder – Head Of Sales & Marketing fromWebio said ““ith more and more people exhibiting vulnerability traits and with the compliance pressure of treating customers fairly getting the right balance between driving business efficiencies in your customer engagement activities and being conscious and responsive to your customers circumstances will be a huge challenge, even more now than before. I am looking forward to discussing with the panel how effective messaging fits into communications strategies that can deliver the right type of personalised engagement for every customer type.”
Amon Ghaiumy Co-Founder and CEO from Ophelos said “I’m very excited to discuss how we can engage in better and more innovative ways with customers. We have finally reached an inflexion point in collections around the use of technology, which is a huge opportunity to fundamentally transform and improve our relationship with customers that find themselves in a collections environment.”
Denise Crossley CEO at Latern said “I’m delighted to be part of this event and participating on this panel about a topic which is very close to my heart. It’s more important than ever that we ensure our customers feel they can contact us on any chosen channel to discuss their circumstances openly. Financial difficulties for Vulnerable customers is stressful enough as it is so we have to be laser focussed on making it a frictionless process”
Kevin Still, Director from DEMSA said “Business transformation is an overused phrase, but the pandemic has been unprecedented in my professional career and this requires dynamic thought leadership, forward planning, long-term funding and deployment at scale across ‘customer centric’ product or service lifecycles, including dealing with; vulnerable customers, partner integration, better use of data analytics and the end-to-end debt prevention and arrears management processes, involving debt advice providers. Customer engagement will move to a new level under the FCA Consumer Duty and I am really pleased to discuss initiatives in this space at the Think Tank”
Mehmet Aksekim, CEO and Founder from Ceverine said “Once the infrastructure is built, change can be achieved only gradually and marginally. Such is the concept of evolution. We, at Ceverine, like revolution.”
To view more details about the event, click here.
If you are interested in registering as a viewer of the FREE to attend event click here.