Event Summaries

Another great event for 2025 with StepChange at their partner event in Leeds. Some really powerful stories, insights and of course a reminder that change is always present and can appear at any time.Some notes from the session below. Key Take Aways StepChange’s five-year strategy aims to create a future where problem debt is less likely, less severe, and easier to recover from.The charity is transitioning to a digital-first, data-led, expert-powered service model to enhance accessibility and efficiency.AI and digital… Read more

A great event with the Utilities sector in Manchester, sponsored by Mega.AI, discussing affordability, vulnerability and alignment across the sector. Some really super insights.Some notes from the session below. Key Take Aways Cross-sector collaboration is essential to improve financial resilience and vulnerability support across utilities, financial services, and government.There are approximately 7 million UK households not claiming entitled welfare benefits and grants.Data sharing between regulators and firms remains fragmented, slowing progress in identifying and supporting vulnerable customers.A unified definition and… Read more

A great day with The Digital DRA and much of the Utilities industry talking all things engagement and digital at Eon’s offices. A lot of fun with some great ideas.Some notes from the session below. Key Take Aways Debt in the utilities sector remains structurally elevated despite improvements in wholesale prices; arrears and numbers on and off plans are still increasing.Engagement is the principal operating constraint — customers often do not engage even when support (payments or write-offs) is offered.Digital… Read more

Another great annual conference from the Credit Services Association. Lots of interesting insights and great to see folks there. One of the things that is always interesting is the political and economic overview for the UK.Some notes from this session below. Key Take Aways Regulatory burden remains high post-Consumer Duty; firms face a continuing “regulatory conveyor belt” (SMCR consultations, FOS differential case fees, ICO data access, BNPL, council tax, FCA non-financial misconduct).The Consumer Credit Act was viewed as outdated and… Read more

A great couple of days at Madfest in London, focused on all things communication and engagement. Definitely some new ideas and approaches to take from other industries. Key Take Aways Emotional storytelling outperforms rational sales messaging in driving long-term brand growth and market share.Differentiation through unique value propositions and brand storytelling is essential to stand out in crowded markets.Consistent use of brand assets (e.g. slogans, music, visual identities) enhances memorability and brand attribution.Creative risk-taking, supported by a learning culture, is… Read more

Another great Collection Innovation event at the Treehouse in Manchester, focus on the Debt Support sector. Lots of change and more anticipated, especially around evidencing support. Data and technology clearly has a role, both in terms of driving these requests, but also in providing answers and solutions. Key Take Aways AI adoption in debt collections is accelerating, with firms moving towards increasingly adopting this technology.Hallucination-free AI agents, designed specifically for collections, with built-in safeguards against bias and confabulation, are available.Compliance… Read more