A new FICO survey on customer experience found that 9 in 10 people globally believe that customer experience is as important as a bank’s products

FICO's global survey finds that 90% of customers have a primary bank provider, but over a third would switch to get a better offer or customer experience

Next Best Actions / Next Best Offers balance the customer's interests and needs with your organization's business objectives, using mathematical optimization

Next best action strategies and technology balance growth and risk for banks, while advancing customer relationships

Financial services partner organizations should offer best-in-class customer communication technology, with easy implementation, ongoing management and impressive results

Multi-channel vs. omni-channel communications may seem to be a matter of semantics, but it represents a real difference in how successful your customer programs will be

A new survey shows how many debt collectors are missing the mark in their contact strategies

The pandemic has put stress on lenders' and debt collectors' ability to meet inbound demand - here are 5 points for reviewing your abilities

New data points to problems lenders have executing customer-centric collections

Digital collections, agility, consumer focus on analytics are priorities now as debt collectors deal with the pandemic

The UK's financial regulator is calling for greater operational resilience - here's how collections operations can respond

Collections teams are now responsible for more customers than ever — are they ready?

Taking a forward-looking approach to debt management can help us manage the current crisis

Beyond short-term impacts, portfolios, workforces and operating models are changing

Can the banking industry match the innovative approaches used in utilities?