State of Customer Communications in Financial Services 2026
An independent industry research project exploring how collections teams communicate with customers today, the challenges they face, and the strategies shaping the future of customer engagement.
Why We’re Conducting This Research
Communication sits at the heart of successful collections strategies. Yet many organisations continue to face challenges around customer engagement, channel effectiveness, compliance requirements, operational efficiency, and rising communication costs.
This research aims to create a benchmark for the industry by identifying:
The channels organisations rely on most
Where organisations are investing for the future
The biggest communication challenges facing teams today
The balance between print, email, SMS, portals and emerging channels
How digital adoption is changing customer engagement
The findings will be compiled into an industry report available to all participants.
Who We Want To Hear From
This research is designed for professionals working in:
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Typical Job Titles
Head of Collections
Collections Manager
Credit Manager
Operations Director
Customer Experience Manager
Compliance Manager
Head of Recoveries
Revenue Manager
The Questions Shaping This Research
We're seeking industry views on topics including:
Channel Effectiveness
Which communication channels generate the strongest customer response?
Customer Engagement
How difficult is it becoming to reach customers through traditional channels?
Digital Transformation
Where are organisations investing in digital communication?
Compliance
How are communication strategies adapting to changing regulatory expectations?
Future Planning
What does the next generation of collections communication look like?
What’s In It For Participants?
Every participant will receive:
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How The Research Will Be Conducted
The project combines:
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Industry Survey
The easiest way to get involved is a a short survey taking approximately five minutes.
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Expert Interviews
Optional 20-minute discussions with industry professionals to add depth and context to the findings.
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Industry Survey
The easiest way to get involved is a a short survey taking approximately five minutes.
Trust & Transparency
Individual responses will remain confidential.
Results will be aggregated and presented anonymously within the final report.
No individual organisation or participant will be identified without explicit permission.
Participation is entirely voluntary.
Results will be aggregated and presented anonymously within the final report.
No individual organisation or participant will be identified without explicit permission.
Participation is entirely voluntary.
60 million+ communications delivered annually
Multi-channel communication expertise
Print and digital communication workflows
Enterprise-grade delivery infrastructure
About This Research Initiative
This research project is sponsored by Micom Technologies.
Micom works with organisations across regulated sectors to improve customer communications through print, digital and multi-channel delivery solutions.
Micom works with organisations across regulated sectors to improve customer communications through print, digital and multi-channel delivery solutions.
The purpose of this project is to better understand the challenges facing today's collections professionals and contribute meaningful insight back to the industry.
Help Shape The Industry Benchmark
Whether you're responsible for collections, customer engagement, compliance or operational performance, your perspective matters.
Join hundreds of professionals contributing to the State of Collections Communications 2026.
Join hundreds of professionals contributing to the State of Collections Communications 2026.