Event Summaries

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case fees, ICO data access, BNPL, council tax, FCA non-financial misconduct).The Consumer Credit Act was viewed as outdated and… Read more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

Great to be at the HelpHUb launch in Manchester.. 75,000 support organisations, that was quite a surprise. It is fascinating to see how this whole sector is evolving. Key Take Aways The platform delivers immediate, actionable support by identifying vulnerable customers and offering benefits checks and local support services.Accessibility is a foundational principle, with journeys optimised for language, cultural, cognitive, and physical impairments.Ecosystem thinking underpins the product, with a focus on partnerships across data providers, outreach channels, and support organisations.AI… Read more

A great afternoon session with key figures from across the Water, Energy and Utilities sector, really discussing the converging focus on vulnerability, from all regulators and how this is driving alignment. Some really important key themes around data sharing, understanding support needs and collaboration across the industry. Key Take Aways Disclosure challenges persist: Individuals with mental health issues often require days of preparation before making phone calls, with recovery periods extending after unsuccessful attempts.Systemic communication barriers: Traditional contact methods, such… Read more