Challenge + Opportunity

Our client wanted to improve its debt collection and recovery processes and success rates and enhance the customer experience in doing so. To do this, it needed to better understand its customers, their journey, and their motivations.

Solution Highlights

We conducted customer experience assessments, voice of the customer research, and gathered behavioral analytics—all of which helped identify customer personas. Next, we applied our Journey Science framework to the new personas which provided predictive modeling, journey design, and experimentation.

Key Benefits

We created a roadmap the bank could follow for a customer journey-focused approach to debt collection and recovery throughout every interaction. This approach increased productive conversations with customers and boosted "promise to pay" and overall collections.