Welcome to Insights

Spotlight on customer experience in debt sale and collections

04th August 2020

Lowell’s debt sale and collections industry survey highlighted the significance of these processes in the overall customer journey.

Read article

General Blog August 2020

Delivering Better Client Experience

22nd July 2020

Filmed before COVID-19, this short video features Nick Ollard, Commercial Director talking about this sector-focused approach and Stefan Guy, Head of Debt Resolution at E.ON talking about his experience of working with Lowell.

Read article

General Vlog July 2020

Ask, listen, learn, change for the better - Colin Storrar, CEO.

17th June 2020

One of my privileges as CEO is that I can promote dialogue and create change, to ‘leverage my platform’ so to speak. And where we find the need to change, it will happen.

Read article

General Blog June 2020

A refreshed brand at the heart of a digital transformation

05th June 2020

Our recent brand refresh plays a key role in positioning Lowell as a company that people recognise, is easy to engage with, and provides the help they are looking for. It’s also at the heart of an ambitious digital transformation programme that aims to deliver an exceptional customer experience.

Read article

General Blog June 2020

Dealing with a crisis - A customer experience perspective

03rd June 2020

COVID-19 has significantly impacted customers and the support that they need. We talk to the UK Director of Customer Engagement, Robert Taylor, to discuss the changes we’ve made, how we've overcome the challenges faced and what lessons have been learnt.

Read article

General Blog June 2020

Using behavioural science to help our customers

01st June 2020

At Lowell, our goal is to make credit work better for all. That's why we’ve applied behavioural science to research our customers’ motivations and fears and better understand how we can improve engagement.

Read article

General Blog June 2020

Q & A with John Pears, UK Managing Director

28th May 2020

Following our Q1 2020 results announcement we’ve interviewed John Pears, UK Managing Director, to get his views on our performance, the impact of COVID-19 and what the next 6 months may bring.

Read article

General Blog May 2020

Leading the conversation; delivering our purpose

21st May 2019

Jason Clarke, Head of External Communications at Lowell, discusses our Corporate Affairs activities, specifically our engagement with government, policymakers and influencers within the debt advice sector.

Read article

General Blog May 2019

Protecting customer data during the Coronavirus (COVID-19) pandemic

04th May 2020

We take data protection and the security of our customers’ data very seriously.  As a result, we have put a range of security measures in place to make sure that their data is safe while our colleagues work from home.

Read article

General Blog May 2020

Q & A with Samantha Barnard, Lowell’s new Client Experience Director

29th April 2020

Having worked for Lowell for almost 12 years in various client-centric roles, Sam recently accepted the new role of UK Client Experience Director.

Read article

General Blog April 2020

Lowell signs up to C-19 Business Pledge

08th April 2020

We have become the first in our sector to sign up to the C-19 Business Pledge, which comes on the back of extending our commitments to customers during the coronavirus pandemic.

Read article

General Press Release April 2020

Lowell announces extended COVID-19 customer commitments

27th March 2020

We have published a list of commitments to minimise the financial burden of existing debts on customers during this unprecedented health crisis.

Read article

General Press Release March 2020

Women in credit awards shortlisting

11th March 2020

We’re proud to announce that Lowell has two nominations shortlisted for this year’s Women in Credit Awards on 19th March; Fiona Barker for Rising Star of the Year and Jill Connolly for Mentor of the Year.

Read article

General Blog March 2020

Using enhanced data to drive better customer experience

28th February 2020

Our Data Integrity Analyst, Dan Highley, reflects on how we have advanced our understanding and usage of data, and how this benefits our utility partners.

Read article

Utilities Blog February 2020

Why supporting vulnerable customers should be at the top of your agenda for 2020

24th February 2020

Supporting vulnerable customers should be at the forefront of your organisation’s agenda. Read about aspects to consider and how you can provide support.

Read article

General Blog February 2020

Lowell adds digital to client experience

03rd February 2020

Lowell, the leading credit management company, has added a digital channel to its client experience with the launch of www.lowellbusiness.co.uk, it's first business-to-business (B2B) website.

Read article

General Blog February 2020

Lowell’s UK Debt Sale and Collections Industry Report is launched

21st January 2020

We conducted an in-depth survey to shed light on the impacts of the ever-increasing consumer, regulatory and business changes within the sector.

Read article

General Blog January 2020

Lowell in the utility sector - the story so far

20th January 2020

Find out more about Lowell’s successful entry into the utility sector and the plans for the future in an interview with their Account Director, Mark Platts.

Read article

Utilities Blog January 2020

The evolving role of customer experience in utility customers’ debt resolution

17th January 2020

We consider the evolving role and relevance of customer experience for debt resolution specialists, plus the potential impact of OFGEM’s latest report.

Read article

Utilities Blog January 2020

Moving to regulated agreements

15th January 2020

Samantha Barnard, Sales Director at Lowell discusses moving to regulated agreements in the communications sector.

Read article

Telecoms Vlog January 2020

The robots are ready: utilising RPA in the debt collection sector to drive value

13th January 2020

Robotic Process Automation (RPA) is a developing technology - find out how Lowell is utilising RPA to drive value in the debt collection sector.

Read article

General Blog January 2020

Financial services

09th January 2020

Automating pre-cleanse to improve operational efficiency.

Read article

Financial Services Case Study January 2020

Key trends in the debt collection sector

06th January 2020

John Pears Managing Director at Lowell discusses the key trends within the debt collection sector.

Read article

General Vlog January 2020

Lowell Labs: Shaping the future of consumer insight

23rd December 2019

Find out more about Lowell Labs - our internal advanced analytics centre based on creating new insights around consumer data and behaviour.

Read article

General Blog December 2019

Home shopping

18th December 2019

Optimising the debt sale process to improve cash flow.

Read article

Home Shopping Case Study December 2019

Delivering value to the utilities sector

13th December 2019

Mark Platts Account Director discusses delivering value to the utilities sector.

Read article

Utilities Vlog December 2019

How Lowell’s new Customer Engagement Centre delivers better outcomes

06th December 2019

Find out more about Lowell's new Customer Engagement Centre: an integrated approach across internal departments to deliver better outcomes across the business.

Read article

General Blog December 2019

Debt sale advice

28th November 2019

John Pears Managing Director at Lowell offers his advice to businesses seeking to sell their debt.

Read article

General Vlog November 2019

Open Banking: The future of debt collections?

25th November 2019

Find out more about how Open Banking might just be the future of debt collections, bringing about change for vulnerability rehabilitation and advanced AI learning.

Read article

General Blog November 2019

Connecting the dots between brand reputation and debt collection

14th November 2019

There's an essential connection between debt management and brand reputation: we're talking about why marketers need to pay attention to customers in debt.

Read article

General Blog November 2019

Financial services

12th November 2019

Enhancing customer contact success.

Read article

Financial Services Case Study November 2019

Sharing best practice customer communications

08th November 2019

Lowell was delighted to attend a regional CICM event to talk to members around the work we are doing at Lowell on customer communications.

Read article

General Blog November 2019

Home shopping

04th November 2019

Reuniting credit balances.

Read article

Home Shopping Case Study November 2019

What impact will PR19 have on the role of debt resolution?

01st November 2019

Find out what impact the PR19 will have on the role of debt resolution.

Read article

General Blog November 2019

Communications sector

30th October 2019

Enhancing the credit life-cycle through a partnership approach.

Read article

Communications Case Study October 2019

No results found

Don't miss key information...

Keep up to date with Lowell Insights