Ofcom are currently consulting on how to address overpayment for mobile phones - is better customer communication the answer?

Organisations will benefit from standing back from the BAU and determining how their analytics and technologies, which identify and support the management of distressed customers, need to change to ensure they secure that competitive advantage.

Are we making the progress we want to see — and regulators demand — on non-performing loans (NPL)?

With CSPs having access to incredibly rich data which can be streamed in real time, there is huge scope to utilise this in order to enrich the overall customer experience.

Let's look at customer experience scenarios that can be improved by advanced analytics and how CSPs could and should take a more customer-led approach.

In this short series I’ll explore how this trend toward customer experience is underpinned by data, advanced analytics and connecting customer decisions across the lifecycle to optimise revenues.

In this uncertain environment, are retailers doing enough to manage the vast amount of “tick” consumers have amounted?

The UK’s Financial Conduct Authority desperately wants to help 3+ million borrowers get out of persistent debt — but will the fixes work the way they want them to?

Are you ready to turn your body into a smartphone? And if you are, how will you secure the data your body transmits?

Last year saw collectors making plans to deal with new regulations, as were their colleagues throughout banking. It’s no surprise then that the most popular collections posts on the FICO Blog dealt with getting ready for IFRS 9 and GDPR.

Having the ability to interpret the churn signals coming from different customer segments is becoming more important in managing customer relationships up-stream of switch requests.

In 2017, collections professionals were pulled by regulations, digital transformation, customer demands and new ways of working. Will 2018 be better?