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PREMIUM

Knowledge hub

Welcome to the Knowledge Hub­­­­, where you can find a range of resources designed to help you get a deeper understanding of the entire credit and lending world.
Take a look at the webinars, conference presentations, best practice case studies, recommended reports and insight tools by different industry below.
Best Practice Case Study: How the CSA is using apprenticeships to improve standards

Best Practice Case Study: How the CSA is using apprenticeships to improve standards

Best Practice Case Studies23 Jan 2020
In 2019, the Credit Services Association’s (CSA) use of its apprenticeship programmes to drive up standards across its members saw it win the Excellence in Training Award at the Collections & Customer Service Awards
Best Practice Case Study: How npower and Sonex’s resolution-based partnership is helping vulnerable customers

Best Practice Case Study: How npower and Sonex’s resolution-based partnership is helping vulnerable customers

Best Practice Case Studies22 Jan 2020
At the Utilities & Telecoms Awards 2019, npower won the Best Outsourcing and Partnership Initiative award for its partnership with Sonex. Through the partnership, npower saw a reduction in the number of vulnerable customers reaching the later stages of collections
Best Practice Case Study: How Flipper’s proactive focus led to better customer outcomes

Best Practice Case Study: How Flipper’s proactive focus led to better customer outcomes

Best Practice Case Studies22 Jan 2020
Flipper was voted the winner of the Best Customer Service Provider award at the 2019 Utilities & Telecoms Awards. By introducing three initiatives as part of its customer-centric focus, its membership retention is now at 94 percent. Here is the successful entry detailing what the three initiatives involved
State of the Market: What's next for asset finance? By Simon Goldie, The FLA

State of the Market: What's next for asset finance? By Simon Goldie, The FLA

Conference Presentations22 Jan 2020
Speaking at the Commercial Finance Conference at the Lending Summit 2019, Simon Goldie outlined the state of the market in asset finance going into 2020
The changing nature of financial transactions, by Alex Marsh, Klarna

The changing nature of financial transactions, by Alex Marsh, Klarna

Conference Presentations22 Jan 2020
Klarna’s Alex Marsh told the Lending Summit 2019’s Alternative Lending Conference how lenders must adapt to demographic shifts to drive change borrowers’ habits
Debt in the digital age, by Jack Price & Elliot Alexander, Computershare

Debt in the digital age, by Jack Price & Elliot Alexander, Computershare

Conference Presentations22 Jan 2020
Computershare’s Jack Price and Elliot Alexander told the Lending Summit 2019’s Alternative Lending Conference how customers increasingly expect personalisation in managing their debt
Best Practice Case Study: How Salary Finance is looking to tackle the cause of debt problems - Premium

Best Practice Case Study: How Salary Finance is looking to tackle the cause of debt problems - Premium

Best Practice Case Studies16 Jan 2020
Salary Finance picked up the Innovation Award at the Lending Awards 2019. Judges impressed with its ability to allow customers to draw down up to 50 percent of their salary at any time.
Best Practice Case Study: How automation enabled Hitachi Capital Business Finance to support business - Premium

Best Practice Case Study: How automation enabled Hitachi Capital Business Finance to support business - Premium

Best Practice Case Studies16 Jan 2020
Hitachi Capital Business Finance’s (Hitachi Capital) efforts to develop and enhance its customer experience and approve applications in under a minute earned it the Alternative SME Lender of the Year trophy at the Lending Awards 2019
Best Practice Case Study: How Skipton Building Society’s “common sense” approach to mortgages led to five years of double-digit growth

Best Practice Case Study: How Skipton Building Society’s “common sense” approach to mortgages led to five years of double-digit growth

Best Practice Case Studies09 Jan 2020
Skipton Building Society’s “human touch” and successive years of mortgage book growth saw it take the Best Mainstream Mortgage Lender award at the 2019 Lending Awards
Best Practice Case Study: How RateSetter made peer-to-peer lending a mass-market proposition

Best Practice Case Study: How RateSetter made peer-to-peer lending a mass-market proposition

Best Practice Case Studies09 Jan 2020
RateSetter’s innovation in peer-to-peer lending saw it win the Alternative Consumer Lender of the Year at the Lending Awards 2019. Its entry showed how consumer finance volumes trebled between the end of 2017 and the middle of 2019
Best Practice Case Study: How Banking Circle improved access to credit for SMEs

Best Practice Case Study: How Banking Circle improved access to credit for SMEs

Best Practice Case Studies08 Jan 2020
Banking Circle’s ability to improve financial inclusion for small businesses through fast, flexible lending saw it win the Alternative SME Lender of the Year at the Lending Awards 2019
Mortgage market webinar: Competition, margin and product design
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Mortgage market webinar: Competition, margin and product design

Webinar recordings06 Jan 2020
Are mortgage lenders poised to revamp their products, or move up the risk curve? These questions were answered in a Credit Strategy webinar recording examining competition, margins and new approaches to risk
Speaker Interview: Experian's Rob Haslingden
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Speaker Interview: Experian's Rob Haslingden

Insight tools03 Jan 2020
Credit Strategy speaks to Experian’s Rob Haslingden at the Lending Summit 2019
Speaker Interview: Experian's James McGarva
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Speaker Interview: Experian's James McGarva

Insight tools03 Jan 2020
Credit Strategy speaks to Experian’s James McGarva at the Lending Summit 2019
Speaker Interview: Experian's Emma Davies
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Speaker Interview: Experian's Emma Davies

Insight tools03 Jan 2020
Credit Strategy speaks to Experian’s Emma Davies at the Lending Summit 2019
Best Practice Case Study: How Paragon made sector knowledge central to its offering

Best Practice Case Study: How Paragon made sector knowledge central to its offering

Best Practice Case Studies03 Jan 2020
Paragon Bank’s ability to offer tailored sector support to its commercial clients helped it on the way to winning the Best Commercial Lender award at the Lending Awards 2019
Margins vs Risk: Where are we going in a downturn? By Alex Beavis, Skipton Building Society

Margins vs Risk: Where are we going in a downturn? By Alex Beavis, Skipton Building Society

Conference Presentations28 Dec 2019
Speaking at the Lending Summit 2019’s Mortgage Conference, Skipton Building Society’s Alex Beavis explains the likely risks and outcomes for the market in the event of an economic downturn in 2020
Changing Customer Demographics: Product, risk and knowing your customer, by Victoria Stubbs, Cambridge Building Society

Changing Customer Demographics: Product, risk and knowing your customer, by Victoria Stubbs, Cambridge Building Society

Conference Presentations28 Dec 2019
Cambridge Building Society’s Victoria Stubbs tells the Lending Summit 2019’s Mortgage Conference how understanding your customer’s motivations can lead to better lending
Alternative Financing: How technology and experience can co-exist, by David Fitzgerald, BNP Paribas Asset Management

Alternative Financing: How technology and experience can co-exist, by David Fitzgerald, BNP Paribas Asset Management

Conference Presentations28 Dec 2019
BNP Paribas’s David Fitzgerald tells the Lending Summit 2019’s Commercial Finance Conference how new technology can enhance the customer experience
Asset finance market webinar: The future of intermediation in asset finance and beyond
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Asset finance market webinar: The future of intermediation in asset finance and beyond

Webinar recordings19 Dec 2019
Credit Strategy hosted a webinar on the future for brokers in asset, car and commercial finance, exploring how they may fare in a digitised world of automation
Best Practice Case Study: How Grant Thornton UK took a multi-pronged approach to creditor engagement in Wonga’s administration

Best Practice Case Study: How Grant Thornton UK took a multi-pronged approach to creditor engagement in Wonga’s administration

Best Practice Case Studies12 Dec 2019
Grant Thornton’s work on the collapse of payday lender Wonga saw it win the Creditor Engagement Award at the TRI Awards 2019. Here, we hear how it ensured more than two million borrowers were kept informed throughout the process
Best Practice Case Study: How Hilco turned around Moores Furniture Group

Best Practice Case Study: How Hilco turned around Moores Furniture Group

Best Practice Case Studies11 Dec 2019
Hilco’s 90-day rescue of Moores Furniture Group saw it win the Turnaround of the Year 2019. Here, Hilco outlines how it implemented and carried out its intense turnaround plan
Auto finance market webinar: Maximising the value of existing customer relationships
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Auto finance market webinar: Maximising the value of existing customer relationships

Webinar recordings09 Dec 2019
The webinar is relevant for anyone in the auto finance sector with responsibility for revenue generation, customer retention, customer experience, innovation or risk management.
Best Practice Case Study: How United Utilities overhauled support for its customers

Best Practice Case Study: How United Utilities overhauled support for its customers

Best Practice Case Studies03 Dec 2019
United Utilities won the Water Team of the Year – Collections category at the Utilities & Telecoms Awards 2019. Its successful entry demonstrated a significant overhaul in its support for its customers, particularly those in vulnerable circumstances
How Molo Finance created an end-to-end digital mortgage platform

How Molo Finance created an end-to-end digital mortgage platform

Best Practice Case Studies28 Nov 2019
The Lending Awards 2019 saw new entrant to the market Molo Finance claim three awards. Here, in its winning Gamechanger – Creditor entry, we see how it created a full end-to-end mortgage journey for customers
Best Practice Case Study: How Octopus Energy made conduct and culture central to its operations

Best Practice Case Study: How Octopus Energy made conduct and culture central to its operations

Best Practice Case Studies21 Nov 2019
Octopus Energy’s focus on ensuring an ethical approach was present throughout all levels of the business and their work earned them the title of Best Conduct & Culture at the U&T Awards 2019
Prospects for direct lending, by Francesca Carlesi, Molo Finance

Prospects for direct lending, by Francesca Carlesi, Molo Finance

Conference Presentations15 Nov 2019
Molo Finance’s Francesca Carlesi told the Lending Summit 2019’s Mortgage Conference how a fully-digital customer journey is possible in mortgages
Redesigning opportunity for small business, James McGarva, Experian

Redesigning opportunity for small business, James McGarva, Experian

Conference Presentations15 Nov 2019
Speaking at the Lending Summit 2019’s Commercial Finance Conference, Experian’s James McGarva explains how the make-up of the small business landscape is evolving
Holistic Innovation: A 2020 view, Philip Bourne, Sopra Banking Software

Holistic Innovation: A 2020 view, Philip Bourne, Sopra Banking Software

Conference Presentations15 Nov 2019
Speaking at the Lending Summit 2019’s Mortgage Conference, Sopra Banking Software’s Phillip Bourne explains how taking a broader view of the whole value chain could present new opportunities
Key predictions for the future of mortgages: The changes for providers, distributors and consumers over the next decade, Emma Davies, Experian

Key predictions for the future of mortgages: The changes for providers, distributors and consumers over the next decade, Emma Davies, Experian

Conference Presentations15 Nov 2019
Speaking at the Lending Summit 2019’s Mortgage Conference, Experian’s Emma Davies forecasts the ways in which the market will develop over the course of the 2020s
Delivering loan products faster to suit the needs of SMEs, Andy Reid, Oblix Capital

Delivering loan products faster to suit the needs of SMEs, Andy Reid, Oblix Capital

Conference Presentations15 Nov 2019
Oblix Capital’s Andy Reid tells the Lending Summit 2019’s Commercial Finance Conference how making quick lending decisions can enable SMEs to thrive
Explainable AI in practice, John Power, Equifax

Explainable AI in practice, John Power, Equifax

Conference Presentations15 Nov 2019
Speaking at the Lending Summit 2019’s Mortgage Conference, Equifax’s John Power explores data ethics and the possibility of regulating data
Harnessing data for better customer outcomes, Ylva Oertengren & Andy Trimmer, Simply Asset Finance

Harnessing data for better customer outcomes, Ylva Oertengren & Andy Trimmer, Simply Asset Finance

Conference Presentations15 Nov 2019
Simply Asset Finance’s Ylva Oertengren and Andy Trimmer tell the Lending Summit 2019’s Commercial Finance Conference how better use of data from a variety of sources can lead to improved customer outcomes
Bigger data, smaller risk: The power when data collides, Karl-Magnus Wadsack, Equifax & Emma Steeley, AccountScore

Bigger data, smaller risk: The power when data collides, Karl-Magnus Wadsack, Equifax & Emma Steeley, AccountScore

Conference Presentations15 Nov 2019
Speaking at the Lending Summit 2019’s Alternative Finance Conference, Equifax’s Karl-Magnus Wadsack and AccountScore’s Emma Steeley outlined how increasing the amount of data available to lenders can reduce risk
Past, present and future of appraisals, Duncan Ainscough, Neal Weekes & Scott Fuller, Gordon Brothers

Past, present and future of appraisals, Duncan Ainscough, Neal Weekes & Scott Fuller, Gordon Brothers

Conference Presentations15 Nov 2019
TRI Conference 2019
Risk and Reward: The opportunities and challenges of insolvency litigation, Steven Cooklin, Mena Halton & Stephen Baister, Manolete Partners

Risk and Reward: The opportunities and challenges of insolvency litigation, Steven Cooklin, Mena Halton & Stephen Baister, Manolete Partners

Conference Presentations15 Nov 2019
TRI Conference 2019
Fixed or floating? Differing types of security, Robert Paterson, Moon Beever

Fixed or floating? Differing types of security, Robert Paterson, Moon Beever

Conference Presentations15 Nov 2019
TRI Conference 2019
World Macroscope, Europe in a Disconnected World, Peter Dixon, Commerzbank

World Macroscope, Europe in a Disconnected World, Peter Dixon, Commerzbank

Conference Presentations15 Nov 2019
TRI Conference 2019
Uncertainty in small business lending is the new certainty, by Andy Bishop, Lloyds Banking Group

Uncertainty in small business lending is the new certainty, by Andy Bishop, Lloyds Banking Group

Conference Presentations15 Nov 2019
Speaking at the Commercial Finance Conference at the Lending Summit 2019, Lloyds’s Andy Bishop explained why we can expect more volatility in the market
Using Open Data innovation to empower customers, by Rob Haslingden, Experian

Using Open Data innovation to empower customers, by Rob Haslingden, Experian

Conference Presentations15 Nov 2019
Speaking at the Lending Summit 2019’s Alternative Lending Conference, Experian’s Rob Haslingden explained how innovations such as Open Banking, rental and payment data can lead to better affordability decisioning
Best Practice Case Study: How United Utilities made vulnerability a community issue

Best Practice Case Study: How United Utilities made vulnerability a community issue

Best Practice Case Studies14 Nov 2019
In winning Best Vulnerable Customer Support Initiative at the Utilities & Telecoms Awards 2019, United Utilities demonstrated the impact targeted customer care programmes can have
Best Practice Case Study: How CYBG’s credit risk team created a “centre of excellence”

Best Practice Case Study: How CYBG’s credit risk team created a “centre of excellence”

Best Practice Case Studies11 Nov 2019
The winning entry to the Credit Modelling & Risk Team of the Year category in the Credit Awards 2019 came from CYBG – subsequently renamed Virgin Money UK
Best Practice Case Study: Cabot’s strategy for vulnerable customers

Best Practice Case Study: Cabot’s strategy for vulnerable customers

Best Practice Case Studies06 Nov 2019
In October 2019, Cabot Credit Management won the Best Vulnerable Customer Support Strategy category, at the Collections & Customer Service Awards. The entry detailed a multi-stranded approach, including working with the Samaritans, Surviving Economic Abuse, Mental Health UK and other charities. You can find the full details here
Editor’s annotations: Four things we learned about switching at the Collections & Vulnerability Summit

Editor’s annotations: Four things we learned about switching at the Collections & Vulnerability Summit

Insight tools01 Nov 2019
Mark Gutteridge, managing director of automatic switching service Flipper, outlined why utilities and telecoms providers should expect greater willingness among customers to switch provider at the Collections & Vulnerability Summit
Best Practice Case Study: How PayPlan created a complete digital journey for debt advice

Best Practice Case Study: How PayPlan created a complete digital journey for debt advice

Best Practice Case Studies30 Oct 2019
In 2018, the Credit Awards judges voted for PayPlan to win the Debt Advice Provider of the Year category. The entry, which detailed a crucial partnership with Nationwide Building Society, is included here
Best Practice Case Study: Lloyds’ link to clinical, emotional support for cancer patients
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Best Practice Case Study: Lloyds’ link to clinical, emotional support for cancer patients

Best Practice Case Studies24 Oct 2019
In 2018, the Credit Awards judges voted for Lloyds Banking Group to win the Best Vulnerable Customer Team category. The entry, which detailed a vital partnership with Macmillan Cancer Support, is included here
Premium: HSBC and the mechanics of responsible lending

Premium: HSBC and the mechanics of responsible lending

Insight tools24 Oct 2019
In 2019, the retail banking and wealth management team at HSBC took the Consumer Credit Team of the Year trophy. Their entry, shown here, showcased how they deployed Open Banking, slashed delinquency rates and improved analytics
The last pit stop? McKinsey Global Banking Annual Review 2019

The last pit stop? McKinsey Global Banking Annual Review 2019

Recommended reports22 Oct 2019
More than half of world’s banks “too weak” to survive a downturn, according to this McKinsey & Co report
Supporting vulnerable customers by applying AI fuelled interaction analytics, Nicky Butler, NICE

Supporting vulnerable customers by applying AI fuelled interaction analytics, Nicky Butler, NICE

Conference Presentations18 Oct 2019
Collections & Vulnerability Summit 2019
Shop Direct Technology Case Study, Marie Marsden, Shop Direct

Shop Direct Technology Case Study, Marie Marsden, Shop Direct

Conference Presentations18 Oct 2019
Collections & Vulnerability Summit 2019
An innovative approach to affordability, Michelle Atkinson, United Utilities

An innovative approach to affordability, Michelle Atkinson, United Utilities

Conference Presentations18 Oct 2019
Collections & Vulnerability Summit 2019
OFGEM session: Customer Vulnerability Strategy, Dennis Berg, Ofgem

OFGEM session: Customer Vulnerability Strategy, Dennis Berg, Ofgem

Conference Presentations18 Oct 2019
Collections & Vulnerability Summit 2019
OFWAT session: Addressing affordability and vulnerability through PR19, Dan Walker-Nolan, Ofwat

OFWAT session: Addressing affordability and vulnerability through PR19, Dan Walker-Nolan, Ofwat

Conference Presentations18 Oct 2019
Collections & Vulnerability Summit 2019
Creating inclusive, customer-centric strategies to support financially vulnerable customers, Ed Heal & Rob Haslingden, Experian

Creating inclusive, customer-centric strategies to support financially vulnerable customers, Ed Heal & Rob Haslingden, Experian

Conference Presentations18 Oct 2019
Collections & Vulnerability Summit 2019
Adapting your business to support customers in vulnerable circumstances, Stuart Simpson & Michael Kennelly, Equiniti

Adapting your business to support customers in vulnerable circumstances, Stuart Simpson & Michael Kennelly, Equiniti

Conference Presentations18 Oct 2019
Collections & Vulnerability Summit 2019
Reducing barriers to switching whilst increasing loyalty, Mark Gutteridge, Flipper

Reducing barriers to switching whilst increasing loyalty, Mark Gutteridge, Flipper

Conference Presentations18 Oct 2019
Collections & Vulnerability Summit 2019
Premium: The outlook in credit as Brexit approaches

Premium: The outlook in credit as Brexit approaches

Analysis17 Oct 2019
With just weeks left before a potential disorderly exit from the EU, Credit Strategy highlights why credit professionals should be aware of consumers’ inability to absorb a shock and why younger customers could be most at risk
Best practice case study: How RBS overhauled debt advice referrals, across multiple channels

Best practice case study: How RBS overhauled debt advice referrals, across multiple channels

Best Practice Case Studies04 Oct 2019
RBS and Payplan have been working on a partnership in the past year to radically improve referrals to free debt advice, while keeping customer choice paramount. RBS described to Credit Strategy how the initiative yielded positive outcomes
Best practice case study: How Nationwide deployed machine learning in live decisions

Best practice case study: How Nationwide deployed machine learning in live decisions

Best Practice Case Studies01 Oct 2019
Nationwide Building Society won the Best Use of Technology – Creditor award at the Credit Awards 2019. Here, Credit Strategy publishes its entry in the first of our Best Practice Case Studies

Stop the Knock 2019

Recommended reports13 Sep 2019
The Money Advice Trust’s Stop the Knock 2019 revealed that the use of bailiffs by local authorities in England and Wales has risen seven percent over the last two years
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creditstrategy.co.uk – an online news and information service for the UK’s commercial and consumer credit industry. creditstrategy.co.uk is published by Shard Financial Media Limited, registered in England & Wales as 5481132, Axe & Bottle Court, 70 Newcomen St, London, SE1 1YT. All rights reserved. Credit Strategy is committed to diversity in the workplace. @ Copyright Shard Media Group