An in-depth conversation with Chris Leslie, Chief Executive of the Credit Services Association, examining how the UK collections industry has evolved, the gap between public perception and operational reality, and the regulatory and economic pressures shaping the sector. 

The discussion explores customer engagement dynamics, the rise of digital and AI-enabled communication, misinformation challenges, credit market conditions, regulatory costs and future reforms. It offers a strategic view of the issues senior financial services leaders should monitor as the collections landscape continues to transform.

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