Agenda

Tuesday 25 November The Experian Collections Forum began at 10.30am and closed at 4.00pm.
10:00 – 10:30	Registration
10:30 – 10:45	Better customer insight, more debt recovery Covering preventative, mainstream collections and recovery, this overview explains how benchmarking, strategic consulting and operational reviews can integrate extensive data, analytics and software to ensure a dynamic strategy which brings sustainable results for the entire customer portfolio.	Marc Gaudart, Senior Vice President, Experian
10:45 – 11:15	Knowing your customers Chasing debt that has a low probability of being recovered or will naturally self-correct is costly. Through correctly identifying who to collect from, identity confirmation and accurate contact data the targeted tracing of customers, including those who may have moved to avoid obligations, is optimised.	Jonathan Westley, Product and Marketing Director, Experian
11:15 – 11:45	Understanding your customers By combining multiple data sources, segmentation and analytical modelling means a profound new ability to plan collections activities based on what is known about a customer, their behaviour and overall debt situation with multiple organisations rather what is known about the specific account in question, leading to a comprehensive, customer-centric knowledge base.	Dr Paul Russell, Director, Analytical Solutions, Experian
11:45 – 12:15	Targeting your customers Through increased customer understanding, individualised contact strategies for each distinct segment can be realised which will allow reduced manual processing, increased overall efficiency and improved cash flow through more effective collection activities and payment options. In addition positive relationships with customers that still represent profit potential can be maintained.	Matthew Dodd, Head of Customer Management, Experian
12:15 – 12.45	Interacting with your customers In a modern collections environment, it is critical that the workflow tool can execute the strategic requirements of the business, automate all appropriate processes and use the most effective communication channels and messages as possible. In addition, collections staff must have access to all key customer information available in a concise and user friendly format to enable them to maximise success at every point of human interaction. From pre-delinquency to legal, telephone collections and DCA management, we will give an overview of how these components are managed effectively through industry leading workflow management tools. This will provide attendees with practical insight on how knowledge, understanding and targeting of customers in collections are achieved in specialist workflow software to reduce costs, improve write off levels and retain the good customers.	Terry Franklin, Collections Consultant, Experian
12:45 – 13:00	Better customer insight, more debt recovery summary	Marc Gaudart, Senior Vice President, Experian
13:00 – 14:00	Lunch
14:00 – 16:00	Roundtable discussions Following the morning sessions, and using feedback from the registration form, informal group discussions explored and addressed further specific issues and requirements to improve recovery rates for all customers.
16:00	Event close