Collections 2.0: AI-powered, Customer-centric Strategies

As economic headwinds, such as increasing delinquencies, rising inflation, and shifting consumer behavior, force businesses to move beyond reactive collections, “Collections 2.0” emerges as a revolutionary collections model.

This webinar, led by Everest Group experts Aishwarya Barjatya, Rishav Kumar, and David Rickard, explored how AI, analytics, and automation utilized as part of customer strategies can enhance operational efficiency while maintaining empathy throughout the collections journey.

Through real-world examples across industries such as BFSI, utilities, and telecom, attendees gained timely insights and strategic frameworks needed to evolve from traditional tactics to intelligent, proactive collections that prioritize customer experience.

What questions did the webinar answer for the participants?

• • How can organizations modernize collections using AI, analytics, and automation without compromising customer experience?
  • What are the emerging business and technology trends shaping the future of collections across industries such as BFSI, utilities, and telecom?
  • What practical steps can leaders take to shift from reactive collections to a more intelligent, proactive, and empathetic approach that prioritizes customer satisfaction?

Who should attend?

• • Head of Collections
  • VP / Director of Collections
  • Collections Manager / Collections Operations Manager
  • Head of Credit Risk / Credit Risk Director
  • Chief Risk Officer Credit & Collections Manager
  • Debt Recovery Manager
  • Accounts Receivable / AR Manager Chief Customer Officer
  • Head of Customer Experience VP / Director of Digital Transformation
  • Head of Contact Center Operations
  • CX Transformation Lead Transformation
  • Director Head of Collections Technology / Digital Collections
  • VP of Automation / Intelligent Operations
  • AI & Analytics Lead (specific to Collections / CX)
  • Product Owner – Collections Platforms / Solutions