In conversation with coeo UK

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 strategie...

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 K...

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 mor...

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 in...

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 sign...

How is the collections industry evolving and what challenges lie ahead? In this session from our UK Customer Focus Summit 2026, Chris Leslie (Chief Executive of the Credit Services Association) shares an overview of the current state of the UK collections sector. Chris explores regulatory developments, public perception of the industry, the impact of AI and digital transformation, and the opportun...

What does the latest economic data tell us about the future of credit and collections? In this opening session from our UK Customer Focus Summit 2026, Dennis Sanford-Casey (Director of Data Strategy at Equifax) explores the key economic indicators shaping consumer behaviour and credit performance in the UK. Drawing on Equifax market insight, Dennis discusses inflation trends, consumer confidence,...

In the first episode of In Conversation With coeo UK the podcast, we sit down with  Jane Austin, HR Director at Wave Utilities , to explore what it really takes to build a culture that inspires people and drives customer happiness. From emotional intelligence in leadership to empowering people managers and creating 'moments of joy' at work, Jane shares her experience in shaping one of the UK’s mos...

From our latest event, Elevating Collections 2025, watch Robbie Hunter-Paul’s session explore the fascinating and timely topic of Managing Digital Media. From understanding the evolution of smartphones to uncovering how digital media uses us through dopamine-driven algorithms, Robbie highlights the impact of digital addiction on mental, physical, and social well-being. Most importantly, he shares...

From our latest event, Elevating Collections 2025, watch Ian Parry, CEO & Founder of Future Leaders and CEO of Mangrove Energy, bring his expertise with a brand-new Industry Temperature Check session. This dynamic, Q&A-style discussion delivered real-time insights into the key challenges and opportunities shaping the future of credit and collections. Using exclusive pre-event surveys, live...

From our latest event, Elevating Collections 2025, watch Stephen Lubbock, Director of Technology at coeo UK, explore how AI is transforming customer interactions in collections, focusing on segmentation, communication, and resolution. This session provides a practical look at AI-driven tools in action, with live demonstrations showcasing vulnerability detection, engagement quality analysis, and pe...

From our latest event, Elevating Collections 2025, watch Toju Duke, a Responsible AI Advisor and former Google leader, deliver a keynote on the "Approach to AI in Financial Services." With over 18 years of experience across Advertising, Retail, Not-for-Profit, and Tech, Toju has been instrumental in developing Responsible AI programs and shaping ethical AI practices. In this session, she...

From our latest event, Elevating Collections 2025, watch Paul Heywood, Chief Data and Analytics Officer at Equifax UK delve into the vital topic of economics in collections, providing a comprehensive view of the consumer finance landscape. Drawing on his extensive expertise, Paul talks on the wider macro environment of consumer finance, trends from last year and what we expect to see for the year...

From our latest event, 'Elevating Collections 2024', hear form our Special Guest Speaker and leading authority on creative thinking and innovation, Dr. Michael Bloomfield, as he explores meditation and how to integrate it into your workplace culture to improve wellbeing and increase creativity.

From our latest event, 'Elevating Collections 2024', watch Patrick Quinton-Smith, the Founder and Head Coach of The Gen Z Coach, a corporate business coaching consultancy unlocking the untapped potential of Gen Z. Patrick's session shares insights on improving communication, resilience, leadership, and understanding - specifically with those in Generation Z.

From our latest event, 'Elevating Collections 2024', hear from Julian Graham-Rack, the Chief Executive Officer and founder of PrinSIX Technologies. Julian’s session offers a roadmap for businesses, guiding organisations in proactively adapting to evolving customer expectations, ensuring a seamless and satisfying experience at every touchpoint.

From our latest event, 'Elevating Collections 2024', our own Chief Innovation and Technology Officer at coeo Group, Dr. Kevin Yam, offers his unique insight into the transformative technologies, including chat and voicebots, large language models, and AI platforms, redefining the landscape of debt collection.

From our latest event, 'Elevating Collections 2024', watch former international rugby player, BBC Sports pundit, business owner, and professionally trained mental health presenter, Robbie Hunter-Paul delivering his Remain Strong presentation, diving into the critical topics of stress and coping.

From our latest event, 'Elevating Collections 2024', hear from Rob Fawkes of Standing on Giants, as delves into what a community is and the benefits it can provide businesses.

From our latest event, 'Elevating Collections 2024', hear from Dennis Sanford-Casey, Principal Consultant with Equifax, as he explores economics and collections in 2024.

From our latest event, 'Shaping the Future of Collections', hear from expert guest panellists: Sam Challenger, Sheraz Afzal, Tony Gunderson and Angela Woolham as they explore the big questions facing the collections industry right now.

From our latest event, 'Shaping the Future of Collections', hear from expert guest panellists: Sam Challenger, Sheraz Afzal, Tony Gunderson and Angela Woolham as they explore the big questions facing the collections industry right now.

From our latest event, 'Shaping the Future of Collections', hear from expert guest panellists: Sam Challenger, Sheraz Afzal, Tony Gunderson and Angela Woolham as they explore the big questions facing the collections industry right now.

From our latest event, 'Shaping the Future of Collections', hear from expert guest panellists: Sam Challenger, Sheraz Afzal, Tony Gunderson and Angela Woolham as they explore the big questions facing the collections industry right now.

From our latest event, 'Shaping the Future of Collections', hear from expert guest panellists: Sam Challenger, Sheraz Afzal, Tony Gunderson and Angela Woolham as they explore the big questions facing the collections industry right now.