INSIGHTS ¦ Digital Customer Engagement

Equifax Report

The whitepaper delves into the evolution of debt resolution in a digital age, focusing on the integration of data-driven technologies to better manage consumer debt. It highlights the pressing need for creditors to adapt to digital platforms in response to changing consumer preferences and the increasing pressures of financial compliance and the cost of living crisis.

Key Points

  1. Digital Preference: A significant portion of consumers prefer handling their debt online, aligning debt management with daily digital activities.
  2. Technological Integration: Consumers use technology extensively in daily activities like banking and shopping, indicating a readiness for digital debt resolution tools.
  3. Digital Platforms by Equifax: Equifax has developed a mobile platform that integrates debt resolution into everyday digital routines, making it more intuitive and engaging.
  4. Consumer Expectations: The shift towards digital-first lifestyles has elevated consumer expectations for digital solutions in all aspects, including debt resolution.
  5. Regulatory Challenges: Increased regulatory scrutiny and complex debt profiles require creditors to manage compliance effectively, pushing for adaptable digital solutions.
  6. Cost of Living Impact: The rising cost of living has led to more consumers struggling with debt, making efficient and personalised debt management tools necessary.
  7. Operational Efficiency: Digital solutions reduce the need for costly traditional outreach methods and allow for better anticipation of customer circumstances.
  8. Data-Driven Decisions: Access to real-time data and insights enables creditors to understand customer behaviours and preferences deeply.
  9. AI and Automation: AI and automation are leveraged to offer personalised self-service pathways for consumers to manage their debt.
  10. Compliance Management: Digital platforms facilitate easier compliance with evolving regulations, reducing the effort and cost associated with traditional methods.
  11. Financial Vulnerability: An increasing number of consumers are identified as financially vulnerable, necessitating more considerate and tailored engagement strategies.
  12. Future Directions: The document stresses the importance of creditors being dynamic and responsive to continue being relevant in the evolving landscape of consumer debt.
See also  [INSIGHTS]: FCA Consumer Duty Summary

Key Statistics

  • 86% of UK adults use online banking.
  • 60% of consumers prefer digital self-service tools for customer support.
  • 200% increase in web chat engagement and 50% increase in web portal usage in the last year.
  • 9.6% increase in UK consumer goods and services prices in a year, the fastest in four decades.
  • 41% of UK energy bill payers struggle with payments.
  • 16% of consumers set up payment plans between midnight and 6 AM on self-service platforms.
  • 10% decrease in voice interactions in collections in recent years.
  • 4.4% of consumers were considered financially vulnerable in 2022, up from 2.7% the previous year.
  • 27% of UK residents are currently behind on at least one bill.
  • 40% of customer interactions occurred through digital channels in 2023.

Key Take Aways

  • Digital debt management platforms align well with consumer lifestyles and expectations, leading to enhanced engagement.
  • The integration of AI and real-time data analytics allows for personalised and efficient debt resolution strategies.
  • Regulatory and compliance challenges are more manageably addressed through digital solutions, which streamline processes and reduce operational costs.
  • The increasing financial vulnerability among consumers requires more adaptive and empathetic approaches to debt management.
  • As consumer behaviour and the regulatory landscape evolve, creditors must remain agile and innovative to effectively manage consumer debt.
  • The rising cost of living and its impact on consumer debt necessitate urgent and innovative solutions to support struggling individuals.
  • Digital debt resolution tools not only meet consumer expectations but also offer strategic advantages in operational efficiency and compliance management.
  • Traditional debt collection methods are becoming increasingly ineffective, highlighting the need for a shift towards more dynamic, data-informed approaches.
  • The future of debt resolution lies in leveraging technology to offer seamless, user-friendly solutions that consider the unique circumstances of each consumer.
  • The push for digital transformation in debt resolution is both a response to consumer demand and a strategic move to improve financial outcomes.
  • Effective use of digital platforms can significantly reduce the costs associated with reaching and engaging consumers.
  • Creditors need to adapt to digital solutions rapidly to stay relevant and effective in the ever-changing landscape of consumer finance.


RO-AR insider newsletter

Receive notifications of new RO-AR content notifications: Also subscribe here - unsubscribe anytime