Interactions with vulnerable customers offer critical insights that can transform business outcomes, performance and drive long-term loyalty and retention

Automated dial-direct calls to late-paying customers continue to help recover around 5% of delinquent accounts

The time to invest in collections technology and improve your processes is now, not when the pandemic-driven debt tsunami hits

Signs to watch for, technologies that might help and recommendations on how to work with borrowers

Legacy architecture shouldn’t be a bad thing, but legacy thinking will hold you back

In a world that has shifted away from an orderly and linear customer journey, we need a platform to understand how the game is evolving

Banks and card issuers have an opportunity to ensure they continually interact with customers to better understand their genuine financial position

To get a true picture of financial stress, lenders should combine Open Banking transactional data and alternative data sets alongside sharper analytics and real-time data streaming

As we pass the first anniversary of the pandemic’s outbreak, lenders are under scrutiny for how they treat delinquent borrowers

The oncoming flood of delinquent debt is manageable - if you have the capabilities to do it

The debt tsunami will create prolonged pain for consumers and lenders - as well as a few opportunities

The Open Communications initiative has the potential to dramatically change the way CSPs work with consumers

UK regulator calls on banks to extend help for homeowners - what should debt collectors do?

New processes and tools are needed to deal with an escalating number of customers with payment challenges

Omnichannel communications is critically important to debt collection in the era of COVID-19