UK Customer Focus Summit 2026 | Alex O’Leary, PayPlan - Innovation in collections part II

Omnichannel customer engagement is often misunderstood. In this session from our UK Customer Focus Summit 2026, Alex O’Leary (Marketing Automation Lead at PayPlan) explains why effective engagement is not about being everywhere, but about delivering the right experience in the right channel. Alex explores how different communication channels shape customer behaviour, why many organisations fall…