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A one-size-fits-all approach to customer engagement is futile. Instead, you need to build an understanding of customer behavior to be able to guide individual accounts to financial health
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The benefit-focused outcomes outlined by the UK’s Consumer Duty sets a precedent for financial firms to provide a consistent and high-quality level of customer service.
C&R Software Joins Forces with StepChange: Paving the Way for Empowered Financial Wellbeing
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Data management in traditional collections processes is time consuming. Teams need to procure information from different sources (specific departments, third parties, storage locations) and then perform manual analysis to inform their engagement with each customer.
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Lisa Tanner shares some insights on her experience working in the collections industry and how the culture within the industry has shifted.
Gene Clark discusses customer service in commercial collections, balancing follow-up with customer relationships and spotting changes in payment habits.
Host Christina spoke with Dr. Maria Douneva about how psychology affects consumer behavior.
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Learn what FCA Consumer Duty means for collections and recovery, including customer outcomes, fair value, clear communications, support, and vulnerability.
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Listen to Chris Hopkins explore how data analytics, chatbots, and audio analytics can support collections teams and improve the customer experience.
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Learn how banks can adopt AI in debt collection, from choosing the right use cases to building an agentic framework and measuring results.
Self-service is becoming the new normal in recovery, and continuing to be without it will prove to be a disadvantage for your customers.
We’ll be adding thought-provoking content and insights on a regular basis. Let’s stay in touch!