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The Digital-First Collections Strategy Imperative – McKinsey & FICO

"With families continuing to struggle to make ends meet, lenders that find the right combinations of digital-first customer support will experience the benefits, including longer-term customer loyalty and insurance against being left in the wake of more ambitious peers.”

A new article from McKinsey, Holistic Customer Assistance Through Digital-First Collections, spells out the gains from using technology to improve debt collection in the pandemic – and after. The article notes that lenders using the right tools in the right combination have seen reductions in NPLs of 20 to 25 percent, alongside huge cost takeouts, lower conduct risk, and more than 25 percent boosts to customer engagement. One lender shortened its average repayment time by as much as five times.

Join one of the article’s authors, Matt Higginson of McKinsey, and Bruce Curry from FICO to discuss the article’s findings and recommendations for your business. We will discuss:

*What is the state of customer assistance today?
*What actions are lenders taking now (in the shift to digital-first)?
*How can improved customer assistance add value?
*How do lenders get started on a customer assistance transformation?

This free webinar will help you build your roadmap for collections success as the economy opens back up, government support schemes end, and borrowers grapple with their finances.

REGISTER NOW
Recorded Sep 28 2021 58 mins
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Presented by
Bruce Curry, VP, EMEA Collections and Recovery; Matt Higginson, Partner, Financial Services Practice, McKinsey & Company
Presentation preview: The Digital-First Collections Strategy Imperative – McKinsey & FICO
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  • The Digital-First Collections Strategy Imperative – McKinsey & FICO Recorded: Sep 28 2021 58 mins
    Bruce Curry, VP, EMEA Collections and Recovery; Matt Higginson, Partner, Financial Services Practice, McKinsey & Company
    "With families continuing to struggle to make ends meet, lenders that find the right combinations of digital-first customer support will experience the benefits, including longer-term customer loyalty and insurance against being left in the wake of more ambitious peers.”

    A new article from McKinsey, Holistic Customer Assistance Through Digital-First Collections, spells out the gains from using technology to improve debt collection in the pandemic – and after. The article notes that lenders using the right tools in the right combination have seen reductions in NPLs of 20 to 25 percent, alongside huge cost takeouts, lower conduct risk, and more than 25 percent boosts to customer engagement. One lender shortened its average repayment time by as much as five times.

    Join one of the article’s authors, Matt Higginson of McKinsey, and Bruce Curry from FICO to discuss the article’s findings and recommendations for your business. We will discuss:

    *What is the state of customer assistance today?
    *What actions are lenders taking now (in the shift to digital-first)?
    *How can improved customer assistance add value?
    *How do lenders get started on a customer assistance transformation?

    This free webinar will help you build your roadmap for collections success as the economy opens back up, government support schemes end, and borrowers grapple with their finances.

    REGISTER NOW
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    Register Today!
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    How to improve affordability validation?

    Traditionally affordability assessments are long arduous processes for both customers and employees as the average telephony assessment takes up-to one hour to complete. As customers rush through the calls, they provide self-declared income and spending information but due to customer bias and an inclination to round-up amounts, these assessments result in inaccurate budgets and unsustainable agreements. As teams prepare for a second spike in October, due to furlough and self-employed funding schemes coming to an end, we’ll discuss how alternative omnichannel solutions can engage more customers. We’ll show you how Open Banking and CRA data can be introduced into your collections strategies to create more accurate outcomes, more sustainable arrangements, and to ensure each customer gets fair treatment.

    Join our webinar and learn how to:
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    · reduce the time it takes for your customers to complete an affordability assessment from an hour to mere minutes
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  • Title: The Digital-First Collections Strategy Imperative – McKinsey & FICO
  • Live at: Sep 28 2021 3:00 pm
  • Presented by: Bruce Curry, VP, EMEA Collections and Recovery; Matt Higginson, Partner, Financial Services Practice, McKinsey & Company
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