Date: 15 Sep 2026
Location: Capital on Tap, Capital Tower, Greyfriars Road, Cardiff, CF10 3AZ
Theme: Navigating Vulnerability: Insights, Innovation and Support
All eligible members will receive an email invitation with the link to register in advance. If you have not received this and would like to attend, please email info@malg.org.uk.
Agenda
10.00 Arrival, Registration & Networking
10.30 Welcome, Introductions & Steering Group Update
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- Sian Dunford, Senior SST and Training Operations Manager – Capital on Tap
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10.45 MALG National Update
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- Peg Alexander, CEO – MALG
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11.00 Caring Beyond Water: How Dŵr Cymru Supports Vulnerable Customers
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- Sarah Sebburn, Specialist Support Customer Manager – Welsh Water
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11.30 Group Q&A
11.50 Comfort Break
12.00 The Future of Customer Outcomes: Insight, Innovation & Support
Panel Discussion Chaired by Paul Fox, Regional Partnerships Manager – Money and Pensions Service
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- Mark Porter, Head of Collections – Capital on Tap
- David Large, Head of Commercial – Resolvecall Ltd
- Paula Swain, Managing Solicitor – Kearn Solicitors
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12.30 Networking Lunch
13.30 AI and Outcomes Testing – Delivering Better Customer Outcomes
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- Matthew Drage, Managing Director & Co-Founder – Square 4 Partners
- Daniel Sawyer, Head of Outcomes Testing – Square 4 Partners
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14.10 How Digital Channels and AI Technology Blend to Support Customers
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- Enzo Viscito, Director of Business Development – Aryza
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14.50 Wrap up Summary, AOB & Close
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- Sian Dunford, Senior SST and Training Operations Manager – Capital on Tap
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