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Listen "Using Data to Humanize Collections"
Episode Synopsis
In this episode, Christina welcomes Eric Ferguson, a seasoned industry expert with over 30 years of experience in the collections and finance sector and Global Banking Executive.
Eric's journey in collections began when he started as a collector at Whirlpool in 1989, later transitioning to various roles at Bank of America, where he focused on analytics and marketing programs. His experience spans across major banks, including Discover Card and Standard Chartered Bank, and he has managed teams with thousands of employees across North America and EMEA territories.
The episode delves into how a data-driven strategy can transform a business's collection operation as Eric shares insights on the human perspective of collections, the power of customer centricity, and the evolution of technology in the industry.
Eric provides valuable examples of how using data to create persona-based outreach, incorporating self-serve platforms, and the potential role of AI and machine learning can enhance customer experiences. Throughout the discussion, Eric emphasizes the importance of simplifying the process for customers and creating long-term value in customer relationships.
Eric’s LinkedIn: https://www.linkedin.com/in/fergusoneric/
Eric's journey in collections began when he started as a collector at Whirlpool in 1989, later transitioning to various roles at Bank of America, where he focused on analytics and marketing programs. His experience spans across major banks, including Discover Card and Standard Chartered Bank, and he has managed teams with thousands of employees across North America and EMEA territories.
The episode delves into how a data-driven strategy can transform a business's collection operation as Eric shares insights on the human perspective of collections, the power of customer centricity, and the evolution of technology in the industry.
Eric provides valuable examples of how using data to create persona-based outreach, incorporating self-serve platforms, and the potential role of AI and machine learning can enhance customer experiences. Throughout the discussion, Eric emphasizes the importance of simplifying the process for customers and creating long-term value in customer relationships.
Eric’s LinkedIn: https://www.linkedin.com/in/fergusoneric/
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