Join this session to discuss key themes in a private forum with 6-10 peers from across the credit industry.

Recruitment and retention of the right skills and knowledge in collections teams is an ongoing challanges. AI is already reshaping collections, with over 40% of customer service interactions expected to be fully automated by 2027 (Gartner), and 77% of executives citing skills gaps as a major barrier to AI implementation (PwC).

Senior leaders in collections teams across financial services sectors face a pivotal challenge: how to future-proof collections teams for a world where automation, analytics, and emotional intelligence must coexist.

Join leaders from across financial services, credit, utilities, telecoms and more to share insight into:

• How AI is already impacting collections contact centres, and what’s next
• Which skills will be most valuable in a tech-enabled collections function
• How to upskill existing teams, identify future roles, and attract new talent
• Balancing automation with empathy: where human agents still matter most
• Internal barriers to transformation and how others are overcoming them

With real-world examples and strategic insight from across the sector, this is your opportunity to benchmark your approach, discover innovative workforce strategies, and help shape what the next generation of collections talent looks like.

Join this session to discuss the key themes below in a private forum with 6-10 peers from across the credit industry:

• How do you measure the output of a diverse workforce
• How do you get the best out of a diverse workforce
• Building a business culture which allows for diverse thinking
• Getting the recruitment right