13:45 CASE STUDY: Successful engagement strategies through innovative technology, supporting those in debt

• Keeping the customer at the forefront through communication and engagement

Alexis Stevens, senior strategic partnerships manager, Money & Mental Health

14:00 CASE STUDY: Developing a customer vulnerable journey providing multi-channel communications

• Engaging our people, with specialist training, internal and external campaigns
• Providing a range of services & partnering with relevant support organisations
• Dedicated critical care team during storms, our processes, generator provision, emergency centres

Jonathan Kerr, contact centre manager, Northern Ireland Electricity Networks 

14:15 CASE STUDY: Empowering vulnerable customers through motivation interviews

• Empowering the voice of the vulnerable customer
• Evoking positive change through person centred practice
• Using motivational interviewing techniques to recognise that the vulnerable customer is an expert in their own lives.

Katie Orme, head of service social worker, Octopus Energy

14:30 Understanding the financial impact to customers in the transition to net zero 

• How to identify the most vulnerable in this shift – those with low income, high energy costs, and a low EPC rating
• The fact that customer support needs, financial circumstances and the ‘leave no one behind’ agenda are mutually inclusive
• What interventions we can put in place to support those who are being left behind 
• Customer expectations and what support they want from their portfolio of providers during this transition

Kerry Nicolaides, head of specialist propositions, Sopra Steria

14:45 Q&A with previous speakers