From passive processing to collaboration: the value of empowering customers
26
11:00 AM - 11:45 AM
Are your customer payment arrangements sticky, or just stuck?
When plans fail, everyone loses: lenders face expensive re-engagement costs, customers fall deeper into stress and disengagement, and regulators see a failure to prevent foreseeable harm.
A key issue is a lack of buy-in. If the customer doesn't feel like a partner in the process, they're less likely to stay on track. Could a shift from passive processing to active collaboration be the key to securing the commitment you need?
We’ll be joined by Emily Sweigart (Cowry Consulting) and Manu Peleteiro (InBest AI) to discuss how to foster customer buy-in and create solutions that work for everyone.
Whether you are looking to refine your operational efficiency, improve customer outcomes or lead the way in regulatory excellence, this conversation will offer a fresh perspective on balancing process and partnership.
Speakers
Emily Sweigart
Senior Consultant at Cowry Consulting
Emily is a specialist in applying behavioural science to complex customer journeys. She works with clients to improve engagement, reduce friction and create fluent experiences that deliver better results.
Manu Peleteiro
Co-Founder @ InBest
Manu is the Co-Founder of Inbest, a white-label benefits calculator embedded into user journeys to identify unclaimed entitlements and nudge customers toward support. By surfacing eligibility for benefits, social tariffs, and grants, the platform helps firms improve customer financial wellbeing while ensuring regulatory compliance.
James Hill
CEO @ Flexys
James is the CEO of Flexys. Flexys is revolutionising the debt management industry with cutting-edge collections technology, delivering transformative outcomes for our clients and their customers.
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26
11:00 AM - 11:45 AM