Webinar | Engineering Effectiveness: Designing a powerful & customer-centric debt collection process
Watch this insightful webinar by Loxon and IBS Intelligence on how lending institutions can design a better and faster collections process while providing a superior customer experience at the same time.
Lenders have recognized the crucial role that customer experience plays in the lending lifecycle and are now tailoring products to suit customer needs better. While collections is often regarded as the final stage in the lending process, it is an essential element of the broader customer journey.
Hyper personalizing collections strategies, right from customer segmentation to communications, could help lending institutions design a better and faster collections process while providing a superior customer experience at the same time.
How does an improved collection process affect NPAs? How can lenders streamline customer journeys throughout the debt collection process?
Find answers to these questions with our elite panel.
Panel included:
o Ahmed Al Shaikh, CIO, Jordan Islamic Bank
o Karen Savage, COO, Azzurro Associates
o Tamás Erni, CEO, Loxon
o Adam Kocsis, Head Of Professional Services, Loxon (Presenter)
o Nikhil Gokhale, Head of Research, IBS Intelligence (Moderator)
Timestamps:
00:00 Welcome and Panel Introduction
04:03 Overview
06:07 Important aspects of building debt collection platforms
07:49 Debt collection processes (Loxon presentation)
21:55 Factors changing the lending and collection landscape globally and in the middle-east
28:28 Lending trends and challenges for corporate segment
31:55 Economic challenges and stress points for the European market
36:03 Audience segmentation and data analysis for collections strategy
39:57 Utilizing customer behavior such as willingness to pay for customer segmentation
43:58 Challenges in debt collection process
45:58 Importance of customer centricity and implementation of personalized debt collection strategy
57:00 Training in communication strategy for agents in microsegments
1:01:01 Conclusion and vote of thanks
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Intro & Music: RKMFX @ http://www.technicoz.com