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

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

From In conversation with coeo UK by coeo | UK

March 16, 2026 · 54 min

About this episode

A panel discussion at the UK Customer Focus Summit 2026 exploring the future of customer engagement and 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.

People in this episode

Guests: Ash Freestone, Eleanor Kumar, Karen Ryan, Tom Squires, Ben Calvert

Topics covered

  • customer engagement
  • responsible collections
  • challenges in financial services
  • opportunities in utilities
  • changing customer expectations
  • trust
  • personalisation
  • regulatory pressures
  • role of technology

Keywords

  • financial services
  • utilities
  • panel discussion
  • industry leaders

Mentioned in this episode

Places: UK

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