Episode 31: Modernizing Touchpoints Across the Card Consumer Lifecycle

With Steve Manion joining the podcast this month, the conversation kicks off with a year-over-year review of consumer card usage. Josh examines shifts in bankcard balance and origination growth; Craig reveals which consumers are taking on far less new debt; and Steve wants to know how current charge-off balances compare to pre-COVID levels. Steve and Craig then discuss how lenders are leveraging technology to enhance marketing and speed to market. Josh emphasizes the need for lenders to diversify their consumer engagement tactics, ensuring relevant offers at every touchpoint and channel, and delivering personalized experiences efficiently. Craig details the ‘strategic imperatives’ for issuers in 2024 — including efficiency in marketing, evolving fraud threats, changing regulatory environments and the role of artificial intelligence — and Steve asks if higher fraud rates are being observed in certain channels compared to others. The information discussed in this podcast constitutes the opinion of TransUnion, and TransUnion shall have no liablity for any actions taken based upon the content of this podcast.