The Gaps Between Acquisition and Onboarding: New Options
In 2023, maintaining, let alone growing, the customer-base means that closing the gap between acquisition and actual onboarding is more important as an organisational core competency than ever before. That ‘leaky bucket’ needs fixing.
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Financial Services, Technology and Consumer Duty in the Cost-of-Living Crisis
BLOGIn 2023, the primary job for Technology in FS is enabling the firm to meet the requirements of the new Consumer Duty. Is your FS firm ready?
Four pledges for ethical AI debt collection
BLOGCreate a better experience in debt recovery for both debtors and creditors with ethical AI debt collection
Insurance Renewals in 2023
BLOGIf you’re in Insurance in the UK, you already know that 2023 is going to be hard (to say the least) on your renewal rates. Here, we share insights from our recent discussions with leaders in the field, and how to tackle the problem.
Maintaining and growing trust with AI comms
BLOGWe are at the stage where AI is human-like enough to assist with elements of customer service and problem solving. For businesses that are investing in their AI capabilities, they need to make sure that everything they are doing is increasing the trust their customers have for them.
Forget the debt - focus on the future
BLOGThe options for pursuing the long-term relationship strategy over short-term debt retrieval are growing, even when the relationship looks doomed. Here's how.
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The Joy of Proactive
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The Install Journey
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ContactEngine for Retail
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Explainable AI
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Human-Computer Rapport
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How to use AI as a butler, not a stalker
A step-by-step guide that brands can use to get their customers used to being spoken to by AI and ensure their services remain trusted as they hand over responsibilities from humans to machines.
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2023 Guide: Improve Collections and Customer Service – Strategies for Successfully Reducing Risk and Improving Customer Retention
REPORTThis practical report focuses on compassionate strategies to mitigate this rise in debt coupled with consumers’ decreased ability to pay. The strategies have new digital possibilities at its core, and is always respectful of both legal and ethical issues within both North America and the United Kingdom.
In debt for the first time – How your business needs to treat the new wave of debtors
BLOGIf done well, the way you handle debt collection can not only recover what you are owed, it could also work as something of a customer sales tool – keeping that customer with you as their finances restabilise.
Winning customers for life – how your debt strategy must work harder for Gen Z
BLOGDebts are soaring for Gen Zs entering the working world - a generation that's been hit hard by Covid-13 and it's many repercussions, along with a surge of new technologies replacing the entry-level jobs that would have been their career stepping stones. Let's talk about how you can win their favour as they enter this brave new world and help them to have successful, debt-free customer journeys. You may just win their loyalty for life.
How AI can have the sensitive conversations your call center can’t
BLOGIn a sensitive business or commercial transaction, would you rather have a conversation with a human or a computer? Human, you say? Well, perhaps not.
Why producing a problem is better than causing one
BLOGIn the fourth article in our behavioural science series, we get under the skin of two very different but useful pieces of research. The first examines semantic prosody, exploring the feelings evoked by words on top of their literary meanings. The second discusses the importance of reasons when influencing. Implemented together, your messages could pack a more persuasive punch.
Your strategy for communicating with the three types of debtors
BLOGNot all debts are created equally. Some are easy to get back, others will be lost forever. Only by combining intelligent data capture with intelligent communication can you hope of finding out which is which on a mass scale. With proactive conversational AI, you can quickly probe your debtors to find out which levers you need to pull to guide the issue to a favourable resolution.
