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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.
Affordability and right outcomes: The sum of the parts
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Affordability and right outcomes: The sum of the parts

Conference Presentations06 May 2020
This presentation slidedeck from FICO, the collections technology provider, previews their Credit Summit slot later this year and explores how creditors can dig deeply into household balance sheets, use behavioural indicators and harness prediction tools
Listen on demand: Responsible lending in a lockdown webinar
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Listen on demand: Responsible lending in a lockdown webinar

Webinars01 May 2020
Credit Strategy members can now listen on demand to our webinar with Equifax, Responsible lending in a lockdown, which explored the tools for lenders to assess affordability among new and existing borrowers, amid the economic impact of Covid-19
Best Practice Case Study: Why Billing Finance put customer experience before growth

Best Practice Case Study: Why Billing Finance put customer experience before growth

Best Practice Case Studies01 Apr 2020
Billing Finance won Best Independent Lender at the Car Finance Awards 2019, with an entry detailing how its dedicated teams with specialties resolve customer queries in one phone call
Best Practice Case Study: How speaking in plain English saw TLT take home the trophy
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Best Practice Case Study: How speaking in plain English saw TLT take home the trophy

Best Practice Case Studies01 Apr 2020
TLT won Best Law Firm at the Car Finance Awards 2019. Its entry detailed how it puts documentation in plain English for clients, and its wider activity for the good of the industry
Best Practice Case Study: How Nationwide implemented machine learning into credit scoring

Best Practice Case Study: How Nationwide implemented machine learning into credit scoring

Best Practice Case Studies25 Mar 2020
In 2019, Nationwide won Best Use of Technology – Creditor at the Credit Awards. The successful entry detailed the use of bespoke analytics and modelling to overcome challenges in credit scoring
Best Practice Case Study: How 4most retains talent through generous benefits

Best Practice Case Study: How 4most retains talent through generous benefits

Best Practice Case Studies12 Mar 2020
Risk analytics provider 4most’s aim to be “a great place to work” included offering staff unlimited holiday, gym memberships and covering half of any qualification. That package saw the consultancy win Best Company to Work For at the Credit Awards 2019
Best Practice Case Study: How Liberty Leasing’s Laura Roberts put disability and accessibility on the agenda

Best Practice Case Study: How Liberty Leasing’s Laura Roberts put disability and accessibility on the agenda

Best Practice Case Studies12 Mar 2020
By working closely with organisations such as the Knights Foundation, Liberty Leasing legal director Laura Roberts ensured her workplace is accessible for all, and secured the Woman of the Year title
Best Practice Case Study: How building a ‘mortgage search engine’ has freed up brokers

Best Practice Case Study: How building a ‘mortgage search engine’ has freed up brokers

Best Practice Case Studies05 Mar 2020
Nicola Firth won the Entrepreneur of the Year at the 2019 Women in Credit Awards, after she developed a solution to her own frustrations she experienced as a mortgage broker
Best Practice Case Study: How Hitachi increased maternity pay to retain talent

Best Practice Case Study: How Hitachi increased maternity pay to retain talent

Best Practice Case Studies05 Mar 2020
In 2019, judges voted Hitachi Capital UK as the winner of Outstanding Support for Returners at the Women in Credit Awards. The entry detailed how better maternity pay is helping it attract and retain talent
Best Practice Case Study: One tax collector's effort to help victims of modern day slavery

Best Practice Case Study: One tax collector's effort to help victims of modern day slavery

Best Practice Case Studies27 Feb 2020
After suffering a life changing car accident, HMRC employee Arjmund Butt, a Women in Credit Awards winner, devoted much of her time to helping survivors of domestic abuse, FGM and modern slavery
Best Practice Case Study: How Sky took a co-ordinated approach to inclusion

Best Practice Case Study: How Sky took a co-ordinated approach to inclusion

Best Practice Case Studies27 Feb 2020
Sky’s multifaceted approach to improving representation, supporting returners and encouraging women into STEM careers meant that in 2019, the broadband provider won Employer of the Year at the Women in Credit awards
Best Practice Case Study: How Legal & General Mortgage Club's scale gave customers “unrivalled” access to advice

Best Practice Case Study: How Legal & General Mortgage Club's scale gave customers “unrivalled” access to advice

Best Practice Case Studies19 Feb 2020
In 2019, Legal & General Mortgage Club won the Best Mortgage Distributor award at the Lending Awards. Its entry showed that through growing its advisory team and increasing its scale, it was able to offer customers a greater range of options
Listen on demand - mortgage webinar: The future of the digital mortgage journey
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Listen on demand - mortgage webinar: The future of the digital mortgage journey

Webinars18 Feb 2020
In this webinar with Experian, we explored changes in the digital mortgage journey, how this impacts providers, distributors and consumers, and the practical elements of a modern digital mortgage proposition
How Virgin Money’s campaigns helped customers affected by Hurricane Irma
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How Virgin Money’s campaigns helped customers affected by Hurricane Irma

Best Practice Case Studies12 Feb 2020
Through 2018 and 2019 Virgin Money ran campaigns to support customers facing sudden job losses, then expanded them to help customers at immediate risk after natural disasters. The outstanding success of this initiative secured the Best Conduct and Culture Award, at the 2019 Collections & Customer Service Awards. The winning entry is detailed here.
Best Practice Case Study: How MotoNovo’s app changed the face of their customer service

Best Practice Case Study: How MotoNovo’s app changed the face of their customer service

Best Practice Case Studies10 Feb 2020
MotoNovo Finance’s app is positively changing the way in which the firm works with its customers. Here’s why judges at the Collection and Customer Service Awards 2019 voted it winner of Best Customer Service Provider Award
Last chance to register for webinar - the essentials of a digital mortgage proposition
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Last chance to register for webinar - the essentials of a digital mortgage proposition

Webinar recordings07 Feb 2020
As consumer expectations for their mortgage application journey have never been higher, this free webinar on February 13 will explore the essential pillars of a modern, digital mortgage proposition
Best Practice Case Study: How analytics delivered new revenue opportunities for Vodafone UK

Best Practice Case Study: How analytics delivered new revenue opportunities for Vodafone UK

Best Practice Case Studies31 Jan 2020
The use of enhanced analytics to gain new revenue streams saw Vodafone UK’s credit risk team win the Telecoms and Home Media Team of the Year category at the Utilities and Telecoms Awards 2019
Best Practice Case Study: How StepChange’s Fiona Megaw brought collaborative working to the debt advice sector

Best Practice Case Study: How StepChange’s Fiona Megaw brought collaborative working to the debt advice sector

Best Practice Case Studies31 Jan 2020
In 2019, the judges for the Women in Credit awards voted Fiona Megaw as the winner of the Lifetime Achievement Award. Along with other achievements in her career, Fiona is responsible for seeing StepChange’s waiting times for clients receiving their advice drop from 37 days to one hour
Listen on demand - commercial finance webinar: The evolution of small business lending
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Listen on demand - commercial finance webinar: The evolution of small business lending

Webinar recordings30 Jan 2020
The commercial lending market continues to go through change. Lenders want to lend, and businesses want to borrow. However, meeting this opportunity effectively remains a longstanding challenge.
Prospects for direct lending, by Francesca Carlesi, Molo Finance

Prospects for direct lending, by Francesca Carlesi, Molo Finance

Conference Presentations28 Jan 2020
Molo Finance’s Francesca Carlesi told the Lending Summit 2019’s Mortgage Conference how a fully-digital customer journey is possible in mortgages
Harnessing data for better customer outcomes, by Ylva Oertengren and Andy Trimmer, Simply Asset Finance

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

Conference Presentations28 Jan 2020
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, by Karl-Magnus Wadsack, Equifax & Emma Steeley, AccountScore

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

Conference Presentations28 Jan 2020
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
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
Listen on demand - competition, margin and product design in the mortgage market
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Listen on demand - competition, margin and product design in the mortgage market

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
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
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
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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