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KEY DATES

CH TrendTalks

CH TrendTalks™ features a session from one of the this year’s UK Complaint Handling Finalists and a Panel Discussion on the topic of Vulnerable Customers over the last 15 months.

Book tickets to watch the speakers, open finalists presentations and attend the awards ceremony, LIVE Online from start to finish.
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Agenda

14:15 - 14:45 Krystle Chapman, Energia

Krystle Chapman, Head of Customer Relations at Power NI / Energia

14:45 - 14:55 Changeover
14:55 - 15:25 Krystle Chapman, Michael Hill & Helen Pettifer

Panel Discussion on the topic of Vulnerable Customers over the last 15 months

Krystle Chapman, Head of Customer Relations at Power NI / Energia

Michael Hill, Complaint Management Expert at Civica

Helen Pettifer, Director at Helen Pettifer Training

  • What are the most important lessons that complaint handlers have learned from the pandemic about helping vulnerable customers
  • What’s the biggest blind spot that complaint handlers still have on this issue
  • How could greater diversity in decision-making mean that vulnerable customers get better outcomes


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