The pandemic has affected everyone, including consumers who
need credit and the lenders and businesses that provide it. As many
consumers face difficulties repaying debts, there will be a sharp
increase in those requiring financial help. Lenders must adjust to this
new normal, becoming more agile and fully embracing advanced
analytics—from assessing and reshaping customer-base
segmentation, to changing frontline operations, channels, and debt
relief options. Further, generating insights is a major challenge, as
financial and operational data are often disconnected, jeopardizing
both decision-making and the experimentation process to improve
performance.