UNDERSTANDING FINANCIALLY DISTRESSED CONSUMERS: BEHAVIOR, ENGAGEMENT, AND THE ROAD TO RECOVERY

The debt collection industry has entered a maturational phase that now allows for material investment in research and development focused on better understanding the behaviors, attitudes, and choices of financially distressed consumers. Deepening knowledge of this growing and important demographic segment is pushing debt collection engagement strategies beyond traditional methods to include innovations that augment consumers’ efforts to achieve financial recovery. This focus of this session is to explore applied research activities, potential product innovations, and the evolving consumer experience.