A Digital Debt Collection Future
© 2021 Sopra Banking Software. All rights reserved.
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Table of Contents
EXECUTIVE SUMMARY ................................................................................ 2
INTRODUCTION .............................................................................................. 3
METHODOLOGY ................................................................................ 3
ONGOING CHALLENGES AND RECENT PIVOTS .............................. 4
CONSUMER-CENTRIC TRANSFORMATIONS ..................................... 7
TECHNOLOGY INVESTMENTS ..................................................... 7
REFRAMING FOR FAIR TREATMENT ...................................... 11
A VISION FOR THE FUTURE ....................................................... 13
CONCLUSION................................................................................................. 15
ABOUT SOPRA BANKING SOFTWARE .............................................. 16
CONTACT ........................................................................................... 16
ABOUT AITE-NOVARICA GROUP ......................................................... 17
CONTACT ........................................................................................... 17
AUTHOR INFORMATION ............................................................. 17
List of Figures
FIGURE 1: KEY CONSUMER DEBT COLLECTION CHALLENGES . 6
FIGURE 2: DIGITAL TRANSFORMATION GOALS AND
RESULTING STRATEGIES .............................................................. 8
FIGURE 3: INVESTMENTS FOCUS ON COMMUNICATION,
AUTOMATION, AND PERSONALIZATION ............................ 11
FIGURE 4: MEASURING CUSTOMER SATISFACTION AND FAIR
TREATMENT ...................................................................................... 12
FIGURE 5: COLLECTION INDUSTRY'S VISION OF THE FUTURE14
October 2021
A Digital Debt
Collection Future
Consumers at the Center
