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* 1. Please provide your details

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* 2. Please confirm your location

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* 3. What are your two most significant challenges to executing digital transformation for automated customer engagement?

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* 4. For a digital project to be approved, what type of ROI is the executive looking for?

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* 5. What are the top two reasons you would expand your digital capability in the coming months?

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* 6. How would you rate your digital collections capability against your peers?

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* 7. What level of automation/self service do you currently have in the collections department?

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* 8. Do you know your cost to collect on your digital and non-digital/traditional channels?

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* 9. Do you have an accurate view of your impairment provisions improvement due to previous digital ventures in the collections department?

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* 10. How many two-way digital channels do you offer in collections?

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* 11. On which digital channel do you see the most traffic e.g. SMS?

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* 12. Do your digital channels work in real-time together across channels, e.g. when customers reply to an SMS, they can immediately receive a callback from another channel?

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* 13. How many different ways can your customers pay on digital channels?

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* 14. Please explain what happens on digital channels when an agreed payment is missed.

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* 15. Please explain what happens on digital channels when a recurring payment is declined.

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* 16. Can you store card payment details so it is easy for customers to pay on digital channels when they return?

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* 17. Please confirm what technological advancement has had the single most significant impact on your digital collections outcomes in the past year.

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* 18. How do your digital channels work with your core collections system?

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* 19. If a customer does something on digital channels, can your agents see that event in the collections system quickly or near real-time?

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* 20. Do you think your dialler may call a customer when they have already completed the required action on digital channels?

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* 21. Please select all the digital engagement channels you offer customers in collections.

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* 22. What are your current most popular channels used in collections? Please select up to three answers.

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* 23. Do you know the average volume split on each of these channels?

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* 24. Do you think your contact centre collections agents and your customers would benefit from video calling, helping the customer to see the collector virtually?

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* 25. What functions do you offer on digital channels? Please select all that apply.

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* 26. Do you use chatbot technology, and what does it do?

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* 27. Does your chatbot do any of the following?

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* 28. Please provide any other information you feel is important about your digital channels as part of our research.

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* 29. What technically drives the conversation with your customers?

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* 30. Do you need to complete a formal income and expenditure process for customers in certain situations?

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* 31. How do you complete I&E?

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* 32. Do you use RPA to enable your digital channels to work better with the collections system and other systems?

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* 33. How do you achieve the best user experience on your digital channels? Please select all that apply.

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* 34. Do you send different tonality messages to customers based on their risk segment?

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* 35. Do you have firm plans to include collections capability in your online or mobile banking interfaces in the next 12 months if you do not already?

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* 36. Do you feel you adequately understand the capability of the top 5 omnichannel vendors?

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* 37. Please state who you think are the top 3 omni-channel/automated communication vendors.

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* 38. Are you happy you have the correct strategic input from your vendor to make you a world-class leader in digital collections?

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* 39. Do you have the proper delivery support from your vendor?

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* 40. Have you ever completed an automated or manual survey (NPS) with your customers to understand how happy they are with the general collections process and digital engagement channels you offer?

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* 41. Do you have adequate management information or dashboards to review performance on your digital channels?

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* 42. Is it easy and low cost to make changes to your digital collections strategy?

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* 43. How often do you run champion challengers on your digital strategies?

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* 44. Do you feel you can run trials and or champion challengers for digital communications with the right measurements and controls?

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* 45. If you send an email, do you have added features?

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* 46. Do you use ML or AI in your digital engagement strategy?

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* 47. How do you authenticate customers on digital channels?

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* 48. Do you use multiple vendors for digital collections?

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* 49. Do you think the collections communication system should be the same system that is used for communications for the rest of the customer journey, or are you OK with it being separate?

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* 50. What are your 3 biggest volume contact drivers in the collections department?

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* 51. If you could do your digital projects again, what would you have done differently?

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* 52. Are you interested in Arum supporting you develop an strong ROI based digital strategy

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* 53. Would you be interested in paying for a 3-day assessment to help benchmark your capability against your competitors and understand your top 3 areas for improvement?

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