Customer Experience: What can B2B collections learn from B2C?
About
Debt collection is evolving, and expectations from business customers are changing. Regulators calling for a more nuanced approach to commercial debt recovery.
In utilities, Ofwat's 2024 Price Review (PR24) will introduce a new metric for business customer experience, while Ofgem has reassessed treatment of non-domestic customers.
The Lending Standards Board now requires lenders to implement systems capable of identifying and supporting businesses facing financial difficulties or vulnerable circumstances. They must demonstrate a consistent, sympathetic, and positive approach to their corporate customers.
As organisations adapt their strategies, what insights can the business sector glean from practices in consumer collections?
During this session, our expert panel will discuss:
- How collecting from businesses is changing, and why
- The increasing importance of customer experience in business collections
- Effective strategies for providing a positive business customer experience
Speakers
Mike Jones
DCA and Debt Strategy Manager at Water Plus
Mark Ferguson
Consulting Director at Concentrix
I've worked across a number of sectors, from Insurance to e-commerce retail and lots in between. In all sectors, the role of the customer has become ever more central—as it should be. No organisation can exist and thrive without customers, and delivering excellent results for them creates a virtuous circle.
Customer experience is more than just one touch point—it is a whole lifecycle of interactions between organisations and their customers. I help clients create a joined-up view of those touchpoints, driven by data and insight, that allows them to continuously improve and learn how best to meet their customer and employee needs.
James Hill
CEO @ Flexys
James is the CEO of debt management software provider, Flexys Solutions. Flexys is revolutionising the debt management and recovery industry with world-class products and cutting-edge technology. Developed, delivered and supported by experts in their field, Flexys products deliver transformative outcomes for our clients and their customers.
