'Customer attitudes to debt and how that should make us think' webinar gives clear views for 2026 and beyond

We were delighted to bring together the Chief Executive Officer of the Institute of Customer Service, Jo Causon and our Cabot Financial Chief Operating Officer, Jaime Nuwar-Graham to discuss Customer attitudes to debt and how that should make us think… in our first Cabot webinar.

Jaime started our session by sharing highlights from Encore Capital Group’s Economic Freedom Study, which surveyed over 6,000 people (not customers of ours) in Encore’s largest markets the United States and the United Kingdom about their feelings toward their personal finances and the economy. Having heard what the public are telling us, Jaime and Jo covered numerous topics including:

- What that means for businesses
- Practical examples of how businesses should react
- Why email remains a preferred contact channel
- Our need to ensure correct identification of vulnerable customers
- How customer attitudes link to our regulatory responsibilities
- How what we are hearing links back to our colleagues and how we treat them

Press ‘Play’ below to watch our full webinar including a summary of the information in the study and all of Jo and Jaime’s thoughts.

You can get access to the full study here:

https://www.encorecapital.com/articles/encore-announces-findings-of-2025-economic-freedom-study/