Collections is now a CX channel

Today's customers expect more from their banks, especially when it comes to collections. In this podcast, C&R Software's Nags Odedra and Jeremy Russell give a quick taste of how banks are using AI to deliver personalized service at scale. Dave Wasik, Partner at 2nd Order Solutions, and Ed Wallen, CEO of C&R Software, will unpack how this works in practice at CBA Live. Join them on Monday, March 30 at 12:30 PM for their session on Collections as a CX Channel.

This episode of Collecting Thoughts explores the intricate balance between rapid AI advancement and strict EU regulatory requirements including the EU AI Act. Banks face growing pressure to modernize and innovate, but managing risk is a top priority. That's especially true in collections, which falls under the "high risk" category and therefore is subject to increased scrutiny from regulators. Find out why legacy software can't keep up with rising regulatory demands and how an AI native solution supports responsible, explainable, and transparent innovation in collections.

This episode of Collecting Thoughts explores why telecommunications companies must embrace data-driven collections. With churn rates keeping telco executives up at night, the focus shifts from price to customer experience as the key differentiator. We explore the concept of "customer-obsessed collections," where humanization and personalization transform collections into loyalty-building opportunities. Discover how a "digital first, human always" strategy can improve recovery rates, reduce churn, and enhance brand reputation.

This episode of Collecting Thoughts dives into the complexities of digital transformation in collections. Facing the challenge of upgrading systems while maintaining operational resilience, we explore four major headwinds: rising household debt, increased regulatory scrutiny, outdated legacy infrastructure, and the personalization gap in AI. This episode discusses how central orchestration can help banks navigate these challenges without compromising security or efficiency. By leveraging AI for hyper-personalization and ensuring a seamless customer experience, banks can transform collections from a cost center into a customer retention engine.

In this episode of Collecting Thoughts, we explore the transformation of collections from a system of enforcement to a driver of financial wellness. We dive into how AI-native collections can predict financial struggles before they occur, offering proactive solutions to customers in real time. We discuss the pitfalls of DIY AI systems, including data inaccuracies, compliance issues, and bias, and highlight the benefits of an ecosystem approach. By integrating specialized digital agents, we enhance both customer experience and recovery rates. Join us as we uncover how technology can redefine the future of collections, turning a historically adversarial process into a partnership for financial health.

The rise of fintechs and digital banks is heightening the competition for legacy players. This episode explores how AI native collections offer the opportunity to turn collections into an opportunity to build customer loyalty. Personalized, human focused support at scale makes a meaningful difference to customers in times of distress. AI makes this possible.

Many collections teams still depend on a patchwork of legacy systems and manual processes, limiting automation and reducing cross‑border data visibility across subsidiaries. This also heightens compliance risk, especially in the EU. This episode explores why a unified, configurable, cloud‑native platform is becoming essential.

AI adoption is accelerating across Thailand’s financial sector: nearly 18% of organizations have already implemented AI, and more than 70% plan to follow. In this episode of Collecting Thoughts, we push past the hype to explore the importance of adopting a unified orchestration layer for AI in collections. This architecture coordinates various AI "satellite" capabilities including conversational AI, predictive analytics, and hardship assessment to ensure they work together in harmony. This strategic oversight allows leadership to maintain real-time visibility into performance while ensuring every automated action is explainable and auditable.

In this episode of Collecting Thoughts, we explore the evolving role of AI in the collections industry, focusing on a humanized approach that enhances rather than replaces the essential empathetic connection with customers. As financial pressures mount globally, particularly in the UK, we discuss how specialist lenders can navigate the complexities of high-volume collections while maintaining a personalized service. We delve into the concept of "human plus digital," where intelligent orchestration and AI-driven automation work to streamline processes, enabling collectors to focus on the nuanced needs of each customer. Join me as we unpack how modern technology can lead to fairer, more effective collections that prioritize understanding and compliance, ultimately fostering better outcomes for all stakeholders involved.

In this episode of Collecting Thoughts, we delve into the pressing trends and challenges facing Canadian banks in the collections landscape of 2026. With household debt levels soaring and delinquency rates among younger Canadians rising sharply, collections leaders must adapt to a rapidly changing environment. I explore the shift towards digital-first collection strategies, the necessity of personalized customer engagement, and the role of AI in enhancing operational efficiency. We discuss the importance of understanding customer needs and the significance of proactive outreach. As regulations evolve, banks must balance compliance with effective debt recovery. Tune in for insights that will help you navigate the complexities of collections in Canada and prepare for the future.