UK Customer Focus Summit 2026 | Jules Sharples, coeo UK - Innovation in collections part III

UK Customer Focus Summit 2026 | Robbie Hunter-Paul, Remain Strong - Engaging people to drive better outcomes

People remain at the heart of successful customer engagement. In the closing session of the UK Customer Focus Summit 2026, Robbie Hunter-Paul (Founder of Remain Strong) explores how behavioural science, wellbeing and resilience can support better outcomes for both employees and customers. Drawing on his experience as a performance coach and mental health advocate, Robbie shares practical strategies for managing stress, building healthy habits and supporting teams working in high-pressure environments.

UK Customer Focus Summit 2026 | Panel Discussion - Key topics shaping responsible collections

What does the future of customer engagement and responsible collections look like? In this interactive panel discussion from our UK Customer Focus Summit 2026, industry leaders from across financial services and utilities discuss the biggest challenges and opportunities shaping the sector today. Hosted by Ian Parry (coeo UK), the panel features: Ash Freestone - So Energy Eleanor Kumar - Barclays Karen Ryan - Clear Business Tom Squires - Close Brothers Ben Calvert - coeo UK Together they explore changing customer expectations, trust, personalisation, regulatory pressures and the role of technology in shaping responsible collections.

UK Customer Focus Summit 2026 | Jules Sharples, coeo UK - Innovation in collections part III

How can AI support customer engagement without losing the human touch? In this session from our UK Customer Focus Summit 2026, Jules Sharples (Head of Change Management at coeo UK) introduces coeo’s cAI voice agent and explains how automation can support collections teams. The session explores how AI can handle routine interactions, support payment journeys and free up human agents to focus on more complex and meaningful customer conversations.

UK Customer Focus Summit 2026 | Alex O’Leary, PayPlan - Innovation in collections part II

Omnichannel customer engagement is often misunderstood. In this session from our UK Customer Focus Summit 2026, Alex O’Leary (Marketing Automation Lead at PayPlan) explains why effective engagement is not about being everywhere, but about delivering the right experience in the right channel. Alex explores how different communication channels shape customer behaviour, why many organisations fall into the “copy-paste multichannel” trap, and how to design smarter engagement journeys that improve outcomes for both organisations and customers.

UK Customer Focus Summit 2026 | Tim Anderton, Data on Demand - Innovation in collections part I

How can data help organisations identify vulnerable customers before financial difficulty escalates? In this session from our UK Customer Focus Summit 2026, Tim Anderton (GTM Consultant at Data on Demand) explores how enhanced data insights can support earlier identification of financial vulnerability. Tim discusses how organisations can use richer datasets and analytics to recognise emerging signals of financial stress, enabling more proactive, responsible and supportive engagement with customers.