WEBINAR OVERVIEW
Pandemic continues to create economic stagnation, and major industries are coming to a complete halt. It is without a doubt that the collections and recovery units must prepare themselves for the next recession.
Many collections companies, both first and third parties, have given precedence over automating their collections efforts as part of their digital transformation strategies. Which include: Identifying collector’s effectiveness, Recognizing customer’s intent to pay, Limited ability to build propensity to pay models based on risk, Inefficient and inaccurate after-call work summaries, and Identifying and analysing reasons for non-payment
Today, collectors at all steps of the debt lifecycle—continual borrowing that leads to increased debt, increasing costs, and eventual default, are diverting their attention to Conversational AI and Automation applications to automate their collections efforts.
The company needs to deliver a positive, end-to-end collection experience if it wants to achieve higher recoveries, retain more customers, protect its brand reputation, and reduce compliance risk: To improve customer experience, increase payment and debt recovery, reduce operational costs, and improve compliance and security.
TALKING POINTS
- Need for enhanced customer experience, larger payment & debt recovery, lower operational costs and improved compliance and security.
- Increasing demand for efficient insights in order to achieve reduced operational costs & costs-to-collect, improved agent experience & reduced agent churn.
- How Conversational AI & Automation provides with a much deeper insight into the customer’s financial conditions.
THIS WEBINAR WILL FOCUS ON
- Inefficient and inaccurate after-call work summaries, identifying and analysing reasons for non-payment- are some of the many factors that are being prioritised over automating the collections by multiple collection companies.
- Need for a constructive, end-to-end collection experience in order to attain increased recoveries, improved customer retention, preserve brand reputation & decreased compliance risk.
- Increased demand for reduced friction in customer-agent collection experience, improved efficiency of automated after-call work and accurate insights on post-interaction analytics.
Meet Your Speakers
Kian Foh Then
Deputy Group CEO & Group COO at Collectius
Speaker Profile
Mr. Rahul Chopra
Digital Transformation Expert in BFSI
Speaker Profile
Gokul Gopalakrishnan
Senior Vice President & Business Head, Asia at Uniphore
An entrepreneurial, techno-business executive officer with 20 years of global experience in customer experience/voice technology with specialisation in Banking, Financial Services, Telecom and Healthcare.
Over the last 5 years, played a pivotal business leader role with P&L responsibility across North America, Asia and Europe. As the Chief Business officer, I was responsible for the P&L for North America and UK at Servion– a privately held $100mn/1200 employees Niche player in delivering Omni channel Digital CX solutions. Servion is a specialist in providing Omni channel solutions on Cisco & Avaya platforms and I spearheaded the initiatives in Asia and Americas to sell transformative digital solutions like Robotics Assisted Automation (RPA), conversational AI, Active/Passive voice biometrics, Speech Analytics across different consumption models.
Defined the go to market strategy including identification of global partners, identification of market for direct hunting and incubation of adjacent offers for existing customers. Played a critical role for transitioning the overall business that was predominantly focussed on premise-based services to hybrid/mobile/cloud and subscription models. As part of the executive group of the organization, we are working towards creating 5X valuation over 2-3 years for the parent Private Equity unit that owns Servion. Collaborated closely with the board as well as the investors to align our strategy with the stakeholder’s goals.
Have good blend of experience in Sales, development, Delivery, Operations and organization building, have worked with CXOs of large organizations both in Asia and North America and have continued to closely manage some of these relationships directly. A regular keynote speaker at partner and industry events, I have been executing global initiatives, with extensive engagements in Asia, UK and throughout the Americas.
Kian Foh Then
Deputy Group CEO & Group COO at Collectius
Kian is a professional with more than 20 years of extensive hand on experience in traditional, under banked consumer market, Fintech and Startup. Primary focus on credit policies, underwriting, collections operations, fraud control, operational risk, startups nonbank lending, launch new product lines and in-depth understanding of Consumer market. He has also transformed the traditional way of collections into a human-centric approach solutions, one that we seek to amplify through the thoughtful use of technology and AI.
Edmund Situmorang
Group Chief Technology Officer at ABL(PT. Asian Bulk Logistics)
Group Chief Technology Officer for Asian Bulk Logistics. Over 15 years in senior management experience with passion in Strategy, Information Technology, and Human Capital Development with a motto of “Invest in People”. Has been a speaker and Community Resource on Digital Transformation and Security, Data Science and Artificial Intelligence. And has been invited to many International Leaders’ Summit to speak on Machine Learning, Natural Language Processing, Project Management and Digital Marketing. Has been studying abroad since early teens, graduated High School in the Philippines and finished his bachelor’s degree in Computer Science and took on Master’s in Business at the age of 17. Worked in United States for 11 years as Programmer and Strategist, and enthusiastic about technology especially in the field of Artificial Intelligence.
Amitoaj Singh
Head – Collections at Home Credit Indonesia
Passionate and accomplished leader with over 20 years of experience in Financial, Service and Manufacturing sectors. Enthusiast in applying digital technology to solve real world problems and bring delight to customer experience. Demonstrate the right balance between strong quantitative and analytical ability and excellent interpersonal and relationship building skills.
Over the last decade, has been responsible for extensive business expansion, organizational and people development, digital transformation – offline to online support, payment channels, voice bots, chat bots, automations, and a lot more.
Basically, a people manager who loves data and technology!
Muqlazh Yusufi
Head Collection Strategy at PermataBank
Experienced banking professional in the field of consumer credit collection & recovery, well versed in the planning and execution of various strategy that helped to mitigate credit losses, as well as passionate in the area of digital transformation, particularly in its potential in changing the collection operating model.
Sonny Pattipeilohy
Chief Technology Officer at Lancar by Danamas
Serial entrepreneur with 12 years engineering experience, previously built logistic startup Porter.id and exited to Shipper, now leading engineering team at Danamas the first p2p lending in Indonesia.
Harshal Thorat
Co-founder & CEO at The-Connections
Experienced BPO professional and Business Strategist for 16+ Years. Expert in implementing BPO solutions in several business verticals from Manufacturing, Industrial, Travel, Edtech and many others. Worked way up from Entry Level position to earn a C-Suite and Founder label. I am passionate about helping and generating revenue for my clients, no matter what.
Everyone calls me workaholic and I accept the same with all pride as I believe that I am the first-generation entrepreneur who is working on a mission to set up a legacy for the generations coming ahead. Coming from a Salaried - lower middle-class family, I have come a long way working as an employee for 8 years and then decided to be an employer and completed 11+ years in it.
Mr. Rahul Chopra
Digital Transformation Expert in BFSI
Technology Leader & veteran with over 18+ years of professional vetted experience. 10+ years of experience in Life Insurance Industry & 3+ years of experience in Healthcare Industry and NBFC. Rich Experience in leading Strategic IT planning & implementation, Digital Strategy & Transformation, BI & Analytics, Digital Marketing, Enterprise Applications & support, Infrastructure & Services, Planning & Budgeting, Strategic Business Consulting, Stake holder Relationship Management, Change Management, Vendor Management, Talent acquisition, Testing Management & Application Support.
Passionate and well organized Leader, likes to be on top of the agenda.
Previous Speakers
Brano Vargic
Chief Digital & Transformation Officer | COO | Executive Team Member at Phu Hung Life Insurance
Ella Nguyen
Co-Founder and CGO for Innovature BPO.
Speaker Profile
Chu Hong Hanh
Head of Innovation Lab ACB - top largest banks in Vietnam
Speaker Profile
Ha Nguyen
Head of Operational Risk Management Department of Orient Commercial Joint Stock Bank (OCB)
Speaker Profile
Phu Pham
Senior Manager of Innovation and Customer Experience Delivery at Techcombank (TCB).
Speaker Profile
Evy Nguyen
Head of Customer Experience of Viet An Group
Speaker Profile
Thi Nguyen
Country Sales Director, Vietnam
Uniphore
Mr. Thi has 20+ years of experience in Sales and Consultancy organizations of IT, Customer services solutions, E-Commerce and Mobile/Web/Software product development.
Passionate about growing customer experience, employee experience & performance, enterprise revenue & profit.
Had the opportunity to work with many customers cross industries (BFSI, Retail, Logistic & Transportations, FMCG) and technology leaders (Avaya, Cisco, EMC, Salesforce, SAP, Oracle, Nice, Uniphore etc).
Brano Vargic
Chief Digital & Transformation Officer | COO | Executive Team Member at Phu Hung Life Insurance
Senior leader with cross-functional and cross-cultural experiences in fin-tech, consumer finance, banking and life-insurance sectors in Europe and Asia. Investor, senior advisor and board member in several start-ups. Executive roles in Digital, OPS, HR, M&A, Project management and Business Development.
Fintech and Insurtech enthusiast with digital transformation hands-on experience and sharp focus on customer centricity. People focused leader with strong ability to formulate strategies and drive for execution. Conceptual decision maker understanding interdisciplinary dependencies among different parts of organisations. Proven track record in Hay Group, Raiffeisen Bank International Group, Home Credit and Phu Hung Life Insurance. MBA programs lecturer in Austria, Slovakia, Latvia and USA. Professional network NGO leader with ability to execute turn-around change management. Block-chain, Crypto and De-Fi believer.
Ella Nguyen
Co-Founder and CGO for Innovature BPO.
Ella has 15 years of experience in marketing, communication, and business strategy and has set up an outsourcing business named Innovature Consulting and has been the Co-Founder and Managing Director, since 2015. At Innovature, Ella manages the operations of a BPO hub with nearly 100 employees including Vietnam and Philippines offices. She also directs sales and marketing strategies to keep expanding the outsourcing business and the brand of Vietnam offshore solutions to the US market via business conferences in Las Vegas and the Silicon Valley, exhibition shows in Singapore and also runs B2B webinars .
Chu Hong Hanh
Head of Innovation Lab ACB - top largest banks in Vietnam
Ms. Hanh owns more than 13 years of experience in banking services, especially digital banking and digital transformation strategy. Besides, Ms. Hanh is also an expert in the field of banking technology, understands customer insights and has experience in building a cooperation ecosystem with large enterprises.
Ha Nguyen
Head of Operational Risk Management Department of Orient Commercial Joint Stock Bank (OCB)
Ha Nguyen, Head of Operational risk management, Risk Transformation Product Owner, Digital banking (13 year experience in commercial banking)
Phu Pham
Senior Manager of Innovation and Customer Experience Delivery at Techcombank (TCB).
Phu, Pham Huynh Thien - Senior Manager, Innovation and Customer Experience Delivery. Phu has 10 years of working experience in Customer Service and Customer Experience industry with the role Head of Customer Service at several e-commerce companies such as Zalora, Lazada, Traveloka, and Adayroi. Then, Phu move to FMCG companies with the same role such as Philip Morris International and Novaland Group. Phu graduated from Social Sciences and Humanities University - HCMC National University with the major of International Relations. Besides, Phu also has the certificate of COPC - HMPT Training (in Jakarta, Indonesia) and Global Group Training Certificate (GTC).
Evy Nguyen
Head of Customer Experience of Viet An Group
As an honorary instructor of Marketing, with more than 10 years of experience working in the field of marketing and customer service, her contributions are extraordinarily valuable to the company as well as customer. She helps to build a seamless journey to connect every touchpoint together in order to serve customers better. With a digital transformation certificate from University of Virginia, she has consulted and executed plans for big brands such as: Thaco, Hennessy, Oppo, Saint-gobain, etc.