Once again it was great to host the latest Credit Connect Technology Think Tank. There was some really insightful discussion and ideas this time around.
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Session 1: Collections Communications and Engagement
Key Takeaways
Transition towards digital-first customer engagement strategies in collections.
Emphasis on customer control over engagement and account management.
Integration of open banking faces challenges in consumer trust.
Shift from outbound calling to more efficient digital communication methods.
Importance of personalization in customer communication for better engagement.
Utilization of real-time events and triggers to capture customer attention.
The need for hybrid approaches combining digital and human interactions.
Process design plays a crucial role in effectively implementing digital strategies.
Long and complex calls may become more prevalent as simpler issues are resolved digitally.
Data cons...
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