The February 2022 Aite-Novarica Group report on A Digital Debt Collection Future examines how consumer-centric strategies and technology are reshaping delinquency management. It highlights market challenges, pandemic-driven pivots, and the shift toward fair treatment through personalized, automated, and multi-channel communication. The study reviews investments in digital tools to improve customer satisfaction, operational efficiency, and compliance. It outlines a future vision where collections integrate empathy, transparency, and advanced analytics to create sustainable repayment solutions, strengthen customer relationships, and enhance overall recovery outcomes while maintaining regulatory alignment.

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