Protecting the vulnerable through periods of crisis

How are fresh pressures on consumer finances making utilities think differently about the long-standing challenge of providing fair and inclusive services to all? In this session we will explore: 

• Trends in consumer vulnerability and the impact of economic volatility on households 

• New models for collaboration and data sharing to help customers more effectively 

• Smart options for spotting early warning signs for vulnerability 

• Approaches to innovation for vulnerable customers and how to accelerate great ideas to market in response to urgent need 

Chair: Adam John, Reporter, Utility Week

Getting the right help to the right customers – a new cross sector approach to identifying vulnerable customers 
Carolyn Delehanty, Vulnerable customer experience coach, Delehanty Consulting

Leveraging the power of data and collaboration to support customers in vulnerable circumstances 
Farina Farrier, Social sustainability strategy and programme manager, UKPN

Support for All – a cross utility pilot to support customers in vulnerable circumstances  
Helen Sharp Patterson, Customer manager, Northumbrian Water Group

A perfect storm: Using technology to navigate the business impact of vulnerability 
Frank Sherlock, VP of international, CallMiner