Collections in Customer Experience Management (CXM): Balancing Recovery, Retention, and Relationships

Traditionally seen as transactional and compliance-driven, collections are now evolving into a strategic Customer Experience Management (CXM) function that balances debt recovery with Customer Experiences (CXs). As rising delinquency rates, economic uncertainties, and regulatory scrutiny reshape the collections landscape, enterprises are shifting to a model that embeds empathy, AI, and automation into every interaction. Collections of the future emphasize proactive, AI-supported omnichannel outreach, personalized repayment journeys, and data-driven strategies that enhance customer trust and operational performance.

This report explores how technology, including AI-powered analytics, generative AI-based assistants, voice sentiment analysis, and cloud-native platforms, transforms collections into a CX-enhancing capability. It also highlights how leading CXM providers are enabling this shift through omnichannel solutions and specialized platforms. Enterprises can use this report to assess current maturity of their collections processes, overcome key adoption barriers, and implement a roadmap to accelerate their transition to Collections 2.0