Solving Your Clients’ Top 4 Customer Communication Challenges
Financial services partner organizations should offer best-in-class customer communication technology, with easy implementation, ongoing management and impressive results
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Huw Vaughan
Huw Vaughan has accumulated over 35 years’ experience leading, developing and optimising Collections and Recoveries operations across a range of large blue-chip organisations, including Barclays and GE Money.
Huw has been with FICO for five years and is currently the Senior Business Consultant for FICO’s Customer Communication Service team specialising in the automation and digitisation of collections operations. He works closely with new clients to help them successfully implement CCS into their operations and with existing clients to help them optimise the performance of CCS.
Huw has been with FICO for five years and is currently the Senior Business Consultant for FICO’s Customer Communication Service team specialising in the automation and digitisation of collections operations. He works closely with new clients to help them successfully implement CCS into their operations and with existing clients to help them optimise the performance of CCS.
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Collections Communications: Multi-Channel vs. Omni-Channel
Multi-channel vs. omni-channel communications may seem to be a matter of semantics, but it represents a real difference in how successful your customer programs will be
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Debt Collection Communications: Are You Doing It Right?
A new survey shows how many debt collectors are missing the mark in their contact strategies
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Debt Collection: 5 Questions for Meeting Inbound Demand
The pandemic has put stress on lenders' and debt collectors' ability to meet inbound demand - here are 5 points for reviewing your abilities
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Debt Collection in the Pandemic: Why UK Customers are Dissatisfied
New data points to problems lenders have executing customer-centric collections
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Operational Resilience in Collections – Will You Meet the FCA’s Standards?
The UK's financial regulator is calling for greater operational resilience - here's how collections operations can respond
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Debt Collection and COVID-19: Why a Vision Matters
Taking a forward-looking approach to debt management can help us manage the current crisis
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Does Your Omnichannel Strategy Match What Customers Want?
Our survey clearly revealed that many lenders are not using omnichannel to communicate via the channels customers prefer.
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Collections Managers — Do You Have “Willful Blindness”?
It’s easy to ignore what’s right in front of our eyes — and I’m afraid that I see many examples right here in the UK credit industry.
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IFRS 9: Three Critical Areas of Focus for Collectors
My colleague Bruce Curry recently published a blog on “IFRS 9 & Collections – The 31 Day Time Bomb”. During my various client interactions, I can see that many businesses are d…
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