CONNECTED NEWS: VULNERABILITY
COMMUNICATIONS DISCUSSION
CONNECTED NEWS 2.1 DISCUSSION: Delivering responsible vulnerable communications
In the latest edition of Connected News, the discussion focusED on communication. What is responsible communication?
In the third edition of Connected News, we talked to MotoNovo Finance, Lowell and The Lending Standards Board
- Hosted by: Colin White, Credit Connect, Founding Director
- Chaired by: James Donohue, Revive Management
- Speakers: Stephanie Shearn, MotoNovo Finance
- Neil Costello, Lowell
- Anna Roughley, The Lending Standards Board
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TECHNOLOGY AND CREDIT MANAGEMENT
COMMERCIAL CREDIT & COLLECTIONS DISCUSSION: TECHNOLOGY AND CREDIT MANAGEMENT
The role new technology can play, what are the customer engagement strategies?
- Chaired by: Ian Leslie, Aon
- Panel Speakers: Leanne Chesterman, BAE Systems
- Nick King, Unilever
- Brian Lewis, CPI EuroMix Mortars
- Guy Thompson, SunChemical Group
- Subramanya SN, Cedar Rose
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INSOLVENCY AND ZOMBIE COMPANIES
COMMERCIAL CREDIT & COLLECTIONS DISCUSSION: Insolvency and zombie companies
The threat of zombie companies. Pandemic policy responses by the UK government and the Bank of England have created a new generation of ‘zombie’ companies that could drag on the UK economy
- Chaired by: Brendan Clarkson, Begbies Traynor
- Panel Speakers: Liam Bell, Memery Crystal
- Ian Strangward, Karndean Designflooring
- Adrian Hyde, Begbies Traynor Group
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Session sponsor: 
BUSINESS CHANGE
COMMERCIAL CREDIT & COLLECTIONS DISCUSSION: Business Change
Credit Management options adapting to business change, post-pandemic and post Brexit. How can we combat potential late payment/bad debt?
- Chaired by: Brendan Clarkson, Begbies Traynor
- Panel Speakers: Martin Kirby, Business Stream
- Craig Farmer, Fleximize
- Brad Morris, Dell
- Ian Davies, Intrum
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Session sponsor: 
POST PANDEMIC TRADE CREDIT
COMMERCIAL CREDIT & COLLECTIONS DISCUSSION: Post pandemic Trade Credit
2020 was a year of disruption, uncertainty, and hardship. What we can expect to see in a post-pandemic world? What are the challenges and the opportunities that exist in 2021 and beyond.
- Presented by: Colin White, Credit Connect, Founding Director
- Chaired by: Ian Leslie, Aon
- Panel Speakers: Conrad White, Imperial Tobacco
- Elisabeth Doppelhofer, Adecco
- Simon Philpin, Markel
- Ana Dieguez, Aon
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Session sponsor: 
FRAUD
ONLINE LENDING TECHNOLOGY THINK TANK DISCUSSION: Fraud
What can be done to protect lenders without damaging customer experience? The importance of real-time intelligence in preventing fraud. The importance of identity verification.
- Presented by: Colin White, Credit Connect, Founding Director
- Chaired by: Chris Warburton, RO Strategy
- Panel Speakers: Sandra Peaston, Director of Research & Development, Cifas
- Andy Mayo, Senior Group Fraud Manager, Vodafone
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Session sponsor: 
OPEN BANKING
ONLINE LENDING TECHNOLOGY THINK TANK DISCUSSION: Open Banking
Assessing affordability. Identifying vulnerable customers, does technology have a role to play? Assessing explainable AI in financial services
- Presented by: Colin White, Credit Connect, Founding Director
- Chaired by: Chris Warburton, RO Strategy
- Panel Speakers: Eleanor Demuth, Director of Risk, Curve
- Katie Pender, Head of Client Solutions, Target Group
- Owen Edwards, Head of Lending Operations, JN Bank
- Freddy Kelly, Chief Executive Officer, Credit Kudos
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Session sponsor: 
CREDIT RISK
ONLINE LENDING TECHNOLOGY THINK TANK DISCUSSION: Credit Risk
The new models for identifying risk. What critical information do you need to know to make sharper risk-based decisions? What is the scope of the due diligence that your company should perform to reduce your risk?
- Presented by: Colin White, Credit Connect, Founding Director
- Chaired by: Chris Warburton, RO Strategy
- Panel Speakers: Eleimon Gonis, Senior Risk Manager – Stress Testing & Modelling Methodology Oversight, Nationwide Building Society
- Michael Hoare, Chief Credit Officer, RateSetter
- Stephen Brown, Head of Intermediaries Scottish Building Society
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Session sponsor:
LENDING FUTURES
ONLINE LENDING TECHNOLOGY THINK TANK DISCUSSION: Lending Futures
The current lending technology landscape, how the wider society is impacting lending patterns. What’s on the horizon and shaping the future of lending. Plus a look at payment innovation.
- Presented by: Colin White, Credit Connect, Founding Director
- Chaired by: Chris Warburton, RO Strategy
- Panel Speakers: Dean Elliott, Head of Innovation & Digital Product Delivery, BNP Paribas Personal Finance
- Steve Peacock, Chief Risk Officer, Think Money
- Jason Wassell, Chief Executive Officer, CCTA
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Session sponsor:
BUSINESS TRANSFORMATION
ONLINE COLLECTIONS TECHNOLOGY THINK TANK 2.0 DISCUSSION: Business Transformation
The future of collections. 2020 was the year of change for consumers, this session will discuss how business transformation can be achieved to adapt to an ever-changing environment.
- Presented by: Colin White, Credit Connect, Founding Director
- Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
- Panel Speakers: John Storrie, Director of Strategy and Transformation, Arvato Financial Solutions
- Peter Gent, Sales Director, Credit Resource Solutions
- Rick Britt, Vice President of Artificial Intelligence, CallMiner
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Session sponsor: 
OPEN BANKING IN COLLECTIONS
ONLINE COLLECTIONS TECHNOLOGY THINK TANK 2.0 DISCUSSION: Open Banking in Collections
Discussion examing how open banking strategies are being implemented into collections
- Presented by: Colin White, Credit Connect, Founding Director
- Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
- Panel Speakers: Owen Edwards, JN Bank, Head of Collections
- Matt Whale, Hoist Finance, Digital Performance Manager
- Simon Lyons, Head of Ecosystems Engagement ,Open Banking
- Susan, Rann, Paylink Solutions Chief Executive Officer
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Session sponsor: 
AFFORDABILITY
ONLINE COLLECTIONS TECHNOLOGY THINK TANK 2.0 DISCUSSION: Affordability
Assessing affordability. Identifying vulnerable customers using new technology
- Presented by: Colin White, Credit Connect, Founding Director
- Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
- Panel Speakers: Matthew Hooper, Senior Commercial Lead, Crown Commercial Services
- Richard Fenton, Head of Digital Development, Zinc Group
- Alan Trickett, Solutions Consultant, Aspect Software
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Session sponsor: 
CUSTOMER ENGAGEMENT
ONLINE COLLECTIONS TECHNOLOGY THINK TANK 2.0 DISCUSSION: Customer Engagement
In a fragmented collections environment, this panel session examines customer engagement strategies
- Presented by: Colin White, Credit Connect, Founding Director
- Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
- Panel Speakers: Melanie Chell, Partner, Shoosmiths
- Samantha Challenger, Head of Collections, Billing Finance
- Paddy Gilling, Solutions Consultant, Flexys
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Session sponsor: 
FEATURE: The New Consumer Credit Economy – the changing customer and what this means for the credit market
From the moment Covid-19 swept across the globe and became a pandemic, Experian has been tracking the impact of the virus on the UK economy, and the businesses and consumers that drive it.
We have brought together our market-leading data and enthused it with insight from our experts to deliver a comprehensive view of the changing consumer. This executive summary provides an overview of the key findings from our report.
Click to view the Feature
FEATURE: Delivering better customer experiences while improving collections
Even before 2020, forward-thinking call centers had abandoned proven, “old-school” outbound marketing and contact preferences for newer, emergent digital channels.
Over the last several months, however, when work shifted to home and all non-family interactions suddenly shifted online, digitisation took center stage. The volume of debit/credit card renewals, customer surveys, COVID-19 FAQs, collections, deferrals, and general financial hardships forced even the most traditional collections call centers to rethink and revamp their strategies.
Click to view the Feature
WHITE PAPER: European Consumer Payment Report
The European Consumer Payment Report is an annual European-wide survey of more than 24,000 consumers carried out by European credit management specialist Intrum.
Economic upheaval is putting a disproportionate strain on young adults and parents in the UK, with 36% experiencing an income drop as a result of the Covid-19 crisis. 10% say their income has since gone back up to pre-crisis levels, a further 22% believe their income may soon decrease.
Read more details and in-depth analysis in the report.
View the Whitepaper
WHITE PAPER: Debt collection to debt resolution
Moving to a “customer first” credit and collections post COVID 19.
It is clear that as we move forward post COVID-19, the credit and collections industry is going to have to adjust to reflect a changing world. With customer experience now of equal importance as product and price, and with the explosion of social media providing consumers with both the voice to highlight issues and forums to research experiences, a positive outcome in every place a business’ touches its customers is becoming ever more critical.
So how do businesses strike the balance between the needs of both customer and company and deliver a collections strategy which is simultaneously sympathetic and effective in this post Covid-19 world?
View the Whitepaper
CONNECTED NEWS
DISCUSSION
CONNECTED NEWS 1.2 DISCUSSION: Customer Engagement in the Pandemic
How can technology help with collections customer engagement hurdles in an unpredictable world?
In the second edition of Connected News, we talked to Utility firms and discussed how the pandemic has impacted collections customer engagement strategies.
- Hosted by: Colin White, Credit Connect, Founding Director
- Speakers: Gary Moffat, Contact Strategy Manager (Collections) from Centrica
- Martin Kirby, Head of Risk and Collections from Business Stream
- Martin Alderson, Business Development Director, Aspect
CREDIT CONNECT WEBINAR
CREDIT CONNECT WEBINAR: Agile collections technology that’ll outlive the pandemic
The webinar will give a demonstration of a UI that works and generates a strong engagement – taking the friction out of collections processes and making the decisioning for the end-user simple. Also, showcasing the automated signposting of customers to dedicated paths based on their circumstances, previous interactions and current input – and a quick preview of the newer tech we’ve baked into our portals that adds familiarity in engagement by using add ons like ApplePay and GooglePay.
- Hosted by: Colin White, Credit Connect, Founding Director
- Presented by: Jattinder Singh, Esendex, Key Account Manager – Collections Innovation
OPEN BANKING IN COLLECTIONS
ONLINE COLLECTIONS TECHNOLOGY THINK TANK DISCUSSION: Open Banking in Collections
Is Open Banking the answer to collections and does it offer a real solution in collections?
- Presented by: Colin White, Credit Connect, Founding Director
- Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
- Panel Speakers: Owen Edwards, JN Bank, Head of Collections
- Matt Whale, Hoist Finance, Digital Performance Manager
VULNERABLE CUSTOMERS & AFFORDABILITY
ONLINE COLLECTIONS TECHNOLOGY THINK TANK DISCUSSION: Vulnerable Customers and Affordability
Assessing affordability. Identifying vulnerable customers, does technology have a role to play?
- Presented by: Colin White, Credit Connect, Founding Director
- Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
- Panel Speakers: Erik Porter, Financial Conduct Authority – Member of the Financial Services Consumer Panel and CEO of Cheddr
- Charlotte Acutt, Southwark Council, Head of Income Operations
- Lietta Pennucci, Intrum, Senior Operations Manager
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Session sponsor:
CUSTOMER ENGAGEMENT
ONLINE COLLECTIONS TECHNOLOGY THINK TANK DISCUSSION: Customer Engagement in the digital generation
How can companies maintain values using technology and not lose the human touch?
- Presented by: Colin White, Credit Connect, Founding Director
- Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
- Panel Speakers: Jonathan Booker, Snap Finance, Head of Field Collections
- Richard Sharp, Oplo, MD Consumer Division
- Mark Oppermann, Webio, Sales & Marketing Director
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Session sponsor: 
DIGITAL BUSINESS TRANSFORMATION
ONLINE COLLECTIONS TECHNOLOGY THINK TANK DISCUSSION: Collections futures – Business Digital Transformation
What will be the impact of business transformation upon a business? How important is business transformation flexibility? The current collections technology landscape, how the wider society is impacting collections. What’s on the horizon and shaping the future of collections.
- Presented by: Colin White, Credit Connect, Founding Director
- Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
- Panel Speakers: Tim Anson, CRS (Credit Resource Solutions), Managing Director
- Mark Porter, MotoNovo Finance, Head of Collections
- Sally Nolan, Marston, Director of Business Development
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Session sponsor: 
CONNECTED NEWS DISCUSSION: Accelerating the adoption of digital collections
The first edition of Connected News, Credit Connect talked to Gareth Bailey from DebtStream and Matt Whale from Hoist Finance and examining how COVID has accelerated the adoption of digital in collections and asking what will collections operations of the future look like?
1.1 – August 2020
REPORT: How to ease pressure on collections
For collections teams, the coronavirus outbreak has created a paradox. How to deal simultaneously with escalating volumes, changing FCA guidelines and high customer expectations – all while experiencing significant frontline staff shortages. It’s undoubtedly a mammoth task. So where should you begin?
REPORT: European Consumer Payment Report 2020
Intrum’s European Consumer Payment report – Consumers in crisis looks at how Covid-19 is affecting consumer finances in the UK.
The report examines how the Covid-19 crisis will have a lasting impact on UK consumers’ ability to manage their household finances.
WEBINAR: Accelerate effective collections with digital transformation
Credit Connect’s first webinar of 2020 saw the theme of business transformation within collections discussed at an event hosted by Credit Connect in association with Lightico.
Collections professionals from banks, motor finance, utility firms, debt collection agencies, fintechs and credit managers were amongst the viewers.
FEATURE: Why Credit Managers can’t afford to ignore AI and ML
The adoption of artificial intelligence (AI), robotic process automation (RPA) and machine learning (ML) is increasing across the finance sector. This is being driven not only by a growing number of use cases but also the significant benefits these technologies offer, for instance, PwC has found that 54% of executives say AI tools have boosted productivity. Yet, despite AI and ML being widely used across many areas of the finance sector and the great potential these technologies offer, their adoption within credit management has been much slower, but why?
REPORT: Business Payments Barometer 2019
The 2019 Business Payments Barometer analyses the latest trends and most burning payment initiatives set to impact organisations of all sizes. Now in its fourth year this annual index surveys over 400 financial decision makers across Great Britain.
The report provides insight into the areas of most concern to financial decision makers, and highlights the challenges that organisations have on the agenda. The 2019 research highlights the lack of understanding around new payment initiatives and the escalating impact of payment fraud on businesses.
Read the 2019 Payments Barometer to uncover:
- Are real-time business payments set to soar?
- Are companies being hit harder, losing more & recovering less when it comes to fraud?
- Do businesses understand the impact of the changing payments landscape?
- Whose responsibility is sanctions-checking anyway?
Key highlights over the last three years include:
- The impact Brexit has had as a driver of change
- Small to medium businesses claiming slow payer ethic as their greatest payment challenge
- Over half of business revenue was negatively impacted by financial fraud
FEATURE: Innovations to enhance Lending decisioning
The current lending market has seen the emergence of software developments that help to streamline processes for loan origination and credit assessment.
Increasingly, shifting consumer expectations and technology-led changes in the industry have taken financial institutions to be increasingly aware of the need to update their practices and make way for innovation, that can help to streamline the journey and enhance customer experience.
REPORT: AI for Risk Management
What is the future of AI in the Risk sector? AI has the potential to revolutionise risk management. So how can lenders overcome the barriers to adoption and implement controllable, explainable AI technologies? Find out more in this report.
