This paper, along with the debate to accompany it, will aim to assess the current consensus on defining, identifying and treating customer vulnerability, and identify key considerations for creditors when applying vulnerability strategy to the digital channel.
Chris Farnell from Credit Strategy reports on the inaugural DBC for Collections Live Debate held in March 2017.
In this paper, we will examine where digital financial solutions will supplant traditional channels, where it can co-exist with them – and how it can increase their efficacy
Utility companies face a disadvantage compared with lending businesses when it comes to collections activity. Digital customer journey appears to be the best tool they have in overcoming that disadvantage.