Has the digital service revolution forgotten about vulnerable customers?

12 months on from the start of the pandemic many firms are investing in digital to help meet the changing needs of their customers and address changing regulation. For many this has brought about a pace of change that has never been seen before, as the need to deliver a digital service takes priority.

Join IE Hub and a panel of utility experts as we discuss the impact the digital services revolution has had on our vulnerable customers.

Ian Parry, (CEO & Founder - Futures Leaders) will chair the discussion and pose questions to our expert panel.

Ian has been working in the consumer services sector for over 25 years. Throughout this time, he has been responsible for operational and service leadership, culture change, policy transformation, and change management.

A keen view on the conscious consumer and how products and propositions align to teams, leadership and the culture of a business.

Described as an influencer, a thought-leader and a disruptor. He is a frequent speaker and panellist at industry events and has written several white papers on customer experience, smart metering deployment, customer vulnerability, data sharing, fraud and collections.

Josh Yorke, Home Collections Performance & Strategy Manager – Npower

Josh is a leader with over 10 years energy sector experience, a Credit &

Collections professional with cross-industry recognition, winning the best outsourcing & partnership initiative award following the successful design and implementation of the vulnerable collection's strategy. He is a certified Member of the Chartered Institute of Credit Management.

Josh currently hold the position of Collections Performance & Strategy Manager for a big 5 energy company with responsibilities for collection strategies and performance over numerous collection journeys including; Vulnerability, Occupier, Pre & Warrant, Digital, Delinquent debt , Debt Sale, Probate, Litigation & Enforcement.

Lisa Connell, Customer Service Manager – Northumbrian Water Group

Lisa is an experienced Customer Service Manager with 20 years’ experience within the water industry, in Collections, Customer Service and Affordability. For the last five years Lisa has been specialising in the development of strategic plans to provide inclusive services for customers through tariff design and financial education to provide affordable bills, improving customer awareness and engagement, and strategic partnerships.

Carolyn Delehanty, Vulnerable customer experience consultant -

Delehanty Consulting

Carolyn Delehanty is a Vulnerable Customer Experience Consultant at Delehanty

Consulting. She is a practitioner with a proven track record in delivering tangible customer and commercial results for some of the world’s leading brands. She enables organisations to improve and sustain their customer experience by making every touchpoint matter. Her lived experience of financial vulnerability and exclusion drives her passion for helping others in a strategic and preventative way through great experiences with organisations they interact with. Having spent equal time in commercial and customer driven roles, Carolyn has a keen eye that ensures experience improvements are both commercially viable and sustainable.

Mark McElvanney, Sales Director - IE Hub

Mark joined Personal Data Management in January 2019 as Sales Director.

Prior to this Mark has spent 13 years in the collections industry, observing both sides of the customer collections journey. Mark spent 5 years in Financial Services sector for UKAR (UK Asset Resolution) / Northern Rock where he held a number of positions most latterly as a Policy Manager.

Mark then moved to StepChange Debt Charity, where is worked alongside utility suppliers, high street banks, debt purchasers, retailers, short term lenders and credit card providers, delivering customer engagement strategies to support vulnerable customers, delivering debt help and solutions to meet their circumstances.

Book your free place via Eventbrite

You can pose questions to the panel in advance by e-mail