ONLINE COLLECTIONS TECHNOLOGY THINK TANK 2.0 - Thursday 18th March 9.30am - 2pm

SESSION 1: Opening remarks from the Chair followed by Customer Engagement panel discussion

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SESSION 2: Affordability and collection payment strategies

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SESSION 3: Open Banking in collections

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SESSION 4: Business Transformation and the future of collections

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Learn about collections Strategies for 2021 

The second Online Collections Technology Think Tank will feature a number of discussions to understand the best possible collection strategies in 2021.


The Think Tank’s aim is to create an engaging environment with the aim of enabling all participants to learn about change within collections and the role technology and innovation has to play in an everchanging environment. The last event was attended by 250 collections professionals across four streams


What lessons can be learned from lockdown and can we really plan beyond three months? Lenders, creditors and collections specialists will discuss, debate and dissect regulatory and thematic business challenges as a result of the pandemic


Latest Agenda:

  • 9.30am: Opening remarks from Credit Connect and Chair: Overview of the main areas in which technology can play a key role in collections efficiency as we continue to experience an unpredictable business climate.
  • 9.40am: Customer Engagement In a fragmented collections environment, this panel session will examine customer engagement strategies
10.25am BREAK

  • 10.45am: Affordability and collection payment strategies Assessing affordability. Identifying vulnerable customers using new technology 

11.30am BREAK

  • 11.55am: Open Banking in collections – discussion examining how open banking strategies are being implemented into collections
  • 1.05pm Business Transformation. The future of collections. 2020 was the year of change for consumers, this session will discuss how business transformation can be achieved to adapt to an ever-changing environment. How are companies adapting to change and planned for the unpredictable can technology such as Machine Learning (ML), Artificial Intelligence (AI)) Robotic process automation help collections processes
1.50pm: Closing remarks
2pm: Event close


  • Vanessa Northam, Head of Strategic Relationships, StepChange
  • Matthew Hooper, Senior Commercial Lead, Crown Commercial Services
  • Gary Moffatt, Customer Debt Operations Manager, Centrica
  • Owen Edwards, Lender and Collections Lead, JN Bank
  • Steve Collender, Director of Customer Operations, RateSetter
  • Richard Fenton, Head of Digital Development, Zinc Group
  • Melanie Chell, Partner, Shoosmiths