A Digital Debt Collection Future: Consumer-Centric Delinquency Management

FIs are digitally transforming collections, striving for a more compassionate approach based on customer preferences and financial situations.


February 8, 2022 – Due to the economic uncertainty brought about by the pandemic, collectors braced for a sharp increase in delinquent accounts, but customers ultimately performed better than expected. During this critical time, financial institutions quickly rolled out new digital capabilities to aid their customers while pivoting to remote work.

This Impact Report, sponsored by Sopra Banking Software, examines the current state of consumer debt collection at leading FIs headquartered in the U.K., France, and Germany, and the appetite to digitally transform the experience in the future. Aite-Novarica Group conducted interviews in May and June 2021 with 10 collections executives representing institutions in Europe, and notes how trends described mirror circumstances that North American FIs reported in recent Aite-Novarica Group surveys and interviews.

This 22-page Impact Report contains six figures and one table. Clients of Aite-Novarica Group’s Retail service can download this report and the corresponding charts.

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