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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: 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
Editor's annotations: Five things we learned about the FCA at the Car Finance Conference

Editor's annotations: Five things we learned about the FCA at the Car Finance Conference

Insight tools14 Aug 2019
Compliance with regulations has occupied car finance providers’ workload over the last year. Industry expert Jo Davis told the Car Finance Conference, sponsored by Experian, what to expect
FCA: Guidance for firms on the fair treatment of vulnerable customers

FCA: Guidance for firms on the fair treatment of vulnerable customers

Recommended reports06 Aug 2019
The Financial Conduct Authority (FCA) has launched a consultation on proposed guidance for firms on the fair treatment of vulnerable customers
Regulating the credit card market: Why we need a cap on costs

Regulating the credit card market: Why we need a cap on costs

Recommended reports11 Jul 2019
The Financial Conduct Authority is failing to adequately protect consumers from high interest costs on credit cards, according to a joint report from the Centre for Responsible Credit, New Economics Foundation, Jubilee Debt Campaign and Research for Action
Making Affordability Personal Webinar
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Making Affordability Personal Webinar

Webinar recordings25 Jun 2019
With new data comes new opportunities. Today risk, in an open data world, can be more accurate, faster and applied on a customer level. With the right architecture, you can receive signals from the data which can help you better respond and design individual journeys.
People-led Debt Collections Webinar
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People-led Debt Collections Webinar

Webinar recordings25 Jun 2019
Many UK households are experiencing financial stress. In addition, interchangeable interest rates and a slowing economy will continue to pressurise. These factors are causing, or will cause, strain on people and in some instances may lead to people becoming overexposed and therefore unable to maintain repayments, resulting in them being brought into the collections environment. Against the backdrop of these challenges, a people-led collections approach is the right direction to take.
Maximising potential from inside the big data universe
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Maximising potential from inside the big data universe

Webinar recordings25 Jun 2019
Data and innovation offers huge potential to revolutionise all markets. There is an opportunity to be one step ahead of the need, to redesign journeys and enhance enterprise strategies. To do this you need access to the most advanced analytics but also the best quality, including variations and types of data, and then the technology that can act on this insight. Data science can present a unique opportunity for uncovered growth and accelerate your business.
Making the most of technology in collections from the C-suite to the collections floor
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Making the most of technology in collections from the C-suite to the collections floor

Webinar recordings25 Jun 2019
The use of today’s collections technology relieves pressure throughout organisations – benefiting all levels, from senior management to customer-facing staff and consumers in debt. Collections technology has the ability to transform results.
Regulatory Update: Where Does the Industry Stand - Jo Davis, Locke Lorde

Regulatory Update: Where Does the Industry Stand - Jo Davis, Locke Lorde

Conference Presentations24 Jun 2019
Car Finance Conference 2019
Financing Tomorrow’s Market, Keith Bell, Barclays Partner Finance

Financing Tomorrow’s Market, Keith Bell, Barclays Partner Finance

Conference Presentations24 Jun 2019
Car Finance Conference 2019
Understanding your Customers and Their Vehicles, Alex Gillespie, Experian & Rupert Pontin, Cazana

Understanding your Customers and Their Vehicles, Alex Gillespie, Experian & Rupert Pontin, Cazana

Conference Presentations24 Jun 2019
Car Finance Conference 2019

Cifas Fraudscape 2019

Recommended reports18 Jun 2019
The overall level of fraud in the UK rose for a second year, according to figures from fraud prevention body Cifas

"Energy sector as a whole is not consistently meeting the needs of customers"

Recommended reports13 Jun 2019
An independent report has called for urgent action to be taken by energy companies, regulators and the government to better identify customers in vulnerable circumstances and improve the help and support given to them
Eight things we learned about vulnerability at the Credit Summit

Eight things we learned about vulnerability at the Credit Summit

Insight tools15 May 2019
Debt charity Christians Against Poverty undertook an in-depth review of vulnerability and its many forms in its Stacked Against report. At the Credit Summit, director of external affairs Dawn Stobart and social policy manager Rachel Gregory outlined their findings. Here are some highlights

Consumers’ access to financial services

Recommended reports14 May 2019
A patchwork of improvements and adjustments have been targeted at some groups of consumers, but the basic level of access to financial services is still not universal, the Treasury Committee has found
Access to cash

Access to cash

Recommended reports10 May 2019
The use of cash and coins is declining at such a rate it may not remain viable for as long as the public needs it. That was the key finding in the Access to Cash Review by former chief of the Financial Ombudsman Service NATALIE CEENEY
Economic Overview for Credit Risk and Collections, Trevor Williams, Independent Economist

Economic Overview for Credit Risk and Collections, Trevor Williams, Independent Economist

Conference Presentations26 Mar 2019
Credit Summit 2019
Secret World of Payments - Owen Vaughan, ACQUIRED.com

Secret World of Payments - Owen Vaughan, ACQUIRED.com

Conference Presentations26 Mar 2019
Credit Summit 2019
Economist View on Brexit - Julian Jessop, Independent Economist

Economist View on Brexit - Julian Jessop, Independent Economist

Conference Presentations26 Mar 2019
Credit Summit 2019
Modernising Risk by Connecting a Person to Data - Mark Pearce, Experian

Modernising Risk by Connecting a Person to Data - Mark Pearce, Experian

Conference Presentations26 Mar 2019
Credit Summit 2019
Beyond the 'Vulnerability' Label - Dawn Stobart & Rachel Gregory, Christians Against Poverty

Beyond the 'Vulnerability' Label - Dawn Stobart & Rachel Gregory, Christians Against Poverty

Conference Presentations26 Mar 2019
Credit Summit 2019
A Three Part Harmony: How Demand and UX are Reshaping the Credit Market - Richard Carter, Equiniti

A Three Part Harmony: How Demand and UX are Reshaping the Credit Market - Richard Carter, Equiniti

Conference Presentations26 Mar 2019
Credit Summit 2019
Customer Centric Product Design - Tim Trailor, Monzo

Customer Centric Product Design - Tim Trailor, Monzo

Conference Presentations26 Mar 2019
Credit Summit 2019
The Consumer First Era - Brendan Le Grange, TransUnion

The Consumer First Era - Brendan Le Grange, TransUnion

Conference Presentations26 Mar 2019
Credit Summit 2019
Redefining the Customer Relationship Through Open Banking - Ian Major, Runpath - an Experian Company

Redefining the Customer Relationship Through Open Banking - Ian Major, Runpath - an Experian Company

Conference Presentations26 Mar 2019
Credit Summit 2019
HSBC Case Study - Emma Steeley, AccountScore & Andy Kemp, HSBC

HSBC Case Study - Emma Steeley, AccountScore & Andy Kemp, HSBC

Conference Presentations26 Mar 2019
Credit Summit 2019
Open Banking and the Future of Credit Referencing - David Firth, TransUnion

Open Banking and the Future of Credit Referencing - David Firth, TransUnion

Conference Presentations26 Mar 2019
Credit Summit 2019
Managing Change is Key to Digitalisation, Tanya Giles, Atradius

Managing Change is Key to Digitalisation, Tanya Giles, Atradius

Conference Presentations26 Mar 2019
Credit Summit 2019
Data-Inspired Growth and AI, David Fisher & James Gardiner, Shell Trading

Data-Inspired Growth and AI, David Fisher & James Gardiner, Shell Trading

Conference Presentations26 Mar 2019
Credit Summit 2019
Optimised & Risk-Free Digital Journeys - Jason Smith, Experian

Optimised & Risk-Free Digital Journeys - Jason Smith, Experian

Conference Presentations26 Mar 2019
Credit Summit 2019
Optimised & Risk-Free Digital Journeys - Rachel Gray, Experian

Optimised & Risk-Free Digital Journeys - Rachel Gray, Experian

Conference Presentations26 Mar 2019
Credit Summit 2019
Vulnerability Case Study, Alasdair Skeoch, BrightHouse

Vulnerability Case Study, Alasdair Skeoch, BrightHouse

Conference Presentations22 Nov 2018
CDSP Conference 2018
Open Banking for Collections, Amer Bhatti, Welendus

Open Banking for Collections, Amer Bhatti, Welendus

Conference Presentations22 Nov 2018
CDSP Conference 2018
Changing perceptions: How are we representing the industry, Peter Wallwork, The CSA

Changing perceptions: How are we representing the industry, Peter Wallwork, The CSA

Conference Presentations22 Nov 2018
CDSP Conference 2018
Fast loan products Addressing the needs of the SME customer, Anthony Persse, Ultimate Finance

Fast loan products Addressing the needs of the SME customer, Anthony Persse, Ultimate Finance

Conference Presentations06 Nov 2018
Lending Summit 2018
Opportunity through uncertainty, Andy bishop, Lloyds Banking Group

Opportunity through uncertainty, Andy bishop, Lloyds Banking Group

Conference Presentations06 Nov 2018
Lending Summit 2018
Sources of SME customer data, Conrad Ford, Funding Options

Sources of SME customer data, Conrad Ford, Funding Options

Conference Presentations06 Nov 2018
Lending Summit 2018
Understanding who your customers are, Gareth Rumsey, Experian

Understanding who your customers are, Gareth Rumsey, Experian

Conference Presentations06 Nov 2018
Lending Summit 2018
Combining digital tools with knowledgeable advisors, Rameez Zafar & Hasan Mustafa, Eligible.ai

Combining digital tools with knowledgeable advisors, Rameez Zafar & Hasan Mustafa, Eligible.ai

Conference Presentations06 Nov 2018
Lending Summit 2018
Customer centricity in the future, Richard Tugwell, Together Money

Customer centricity in the future, Richard Tugwell, Together Money

Conference Presentations06 Nov 2018
Lending Summit 2018
How to Evolve the Market, Jeremy Moll, MortgageGym

How to Evolve the Market, Jeremy Moll, MortgageGym

Conference Presentations06 Nov 2018
Lending Summit 2018
Overview of the Mortgage Market 2018, Paul Broadhead, The BSA

Overview of the Mortgage Market 2018, Paul Broadhead, The BSA

Conference Presentations06 Nov 2018
Lending Summit 2018
Risk, Rate Product or Profit: Margins and Mortgages, Tony Ward, Home Funding

Risk, Rate Product or Profit: Margins and Mortgages, Tony Ward, Home Funding

Conference Presentations06 Nov 2018
Lending Summit 2018
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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.
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