Welcome to in conversation with coeo UK, join us as we dive into the innovations, challenges, and human stories powering credit management and collections. From AI and digital engagement to customer experience and compliance, hear insights from industry experts, thought leaders, and coeo professionals. Stay informed. Stay engaged. Stay ahead with coeo.
UK Customer Focus Summit 2026 | Robbie Hunter-Paul, Remain Strong - Engaging people to drive better outcomes
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 strategies for managing stress, building healthy habits and supporting teams working in high-pressure environments.
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.
16 Mar 2026
UK Customer Focus Summit 2026 | Jules Sharples, coeo UK - Innovation in collections part III
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 more complex and meaningful customer conversations.
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