The Top Collections and Credit Trends to Watch in 2026
The Top Collections and Credit Trends to Watch in 2026
As we move into 2026, the collections landscape is entering one of its most transformative periods in decades. Economic uncertainty, rapid advances in artificial intelligence, tightening regulatory expectations, and shifting customer behaviour are shaping a new environment, one where traditional collections processes simply can’t keep pace. Credit teams are being asked to do more with less, operate with greater precision, and deliver experiences that feel fair, transparent, and human.
This upcoming year, the organisations that thrive will be the ones that evolve. The ones that modernise their systems, rethink their customer engagement strategies, and adopt automation that lightens operational load without compromising compliance or empathy. Below, we explore the key trends that will define collections in 2026 and what they mean for organisations preparing for the road ahead.
Key Takeaways
- AI becomes foundational in 2026, with agentic automation handling multi-step processes and freeing teams from repetitive work.
- Regulators raise expectations, placing greater emphasis on hardship support, transparency, and consistent treatment.
- Customers shift firmly to digital-first behaviour, expecting intuitive, mobile-friendly journeys they can complete privately.
- Omnichannel engagement replaces traditional linear communication, with real-time behaviour shaping each step of the journey.
- Modern case management and workflow automation become essential for operational efficiency, compliance, and scale.
AI Becomes the Foundation of Modern Collections
AI has been building momentum for the past few years, but 2026 is the year it stops being a forward-looking aspiration and becomes an operational staple. Credit teams are increasingly using AI to understand patterns in customer behaviour, determine which messages are likely to resonate, and predict the most effective channel and timing for outreach. Instead of relying on static workflows, teams are moving towards adaptive, data-driven journeys that shift in real time based on how customers respond.
The real evolution, however, is happening with agentic AI, systems that don’t just analyse data but take action on behalf of the team. These intelligent agents can update cases, progress customers through journeys, trigger follow-up steps, and escalate sensitive matters without human intervention. We’re already implementing agentic frameworks that save clients significant time per action, allowing teams to concentrate on the cases where human judgment and empathy make the biggest difference. This shift is a restructuring of how collections work gets done.
Regulators Expect More and They Expect It Sooner
Another defining trend for 2026 is the intensifying focus from regulators. ASIC, APRA, and similar bodies are sharpening expectations around hardship, fairness, data handling, and responsible collection practices. Organisations are being held to higher standards of transparency and consistency, with less room for error or delay.
This means that manual processes, siloed data, and outdated systems are no longer just operational inefficiencies, they are genuine compliance risks. Credit teams need technology that ensures every action is logged, every communication is traceable, and every decision follows a controlled, repeatable process. Platforms like 365 Collect are becoming essential for meeting the governance expectations that will define regulatory compliance in 2026 and beyond.
The 2026 Customer Is Digital-First and They Expect You to Be Too
Customer behaviour has changed dramatically over the past few years, and in 2026 that trend accelerates. Customers now expect fast, intuitive, mobile-first interactions. They want to see their account information instantly, act on it privately, and move through the process without friction.
This is where self-service becomes central. Customers increasingly prefer to resolve their balance, set up a payment plan, or lodge a hardship request without speaking to anyone. Credit teams benefit too, with self-service reducing call volumes and giving agents the space to focus on the most complex or vulnerable cases.
The rise of AI-powered chatbots further reinforces this shift. These assistants provide instant answers to common questions, guide customers through digital forms, and help triage enquiries long before they reach an agent. They extend the organisation’s capacity without extending its headcount, and they operate with a level of consistency that supports both compliance and customer satisfaction.
Omnichannel Engagement Replaces Single-Channel Approaches
The days of relying on a single communication channel are behind us. Email alone no longer cuts through the noise, and SMS alone can feel too limited for more complex conversations. In 2026, the most effective collections strategies are built around true omnichannel engagement. Seamless, connected communication across SMS, email, voice, chat, and digital portals.
What distinguishes the leaders from the rest is not just the number of channels they use, but how intelligently those channels interact. Journeys shift based on customer behaviour. A customer who ignores an email might respond instantly to an SMS. Someone who opens a message but doesn’t act might need a reminder at a different time of day. These subtle adjustments, powered by data and automation, make omnichannel strategies significantly more effective than the one-size-fits-all processes of the past.
Case Management Becomes Smarter and More Centralised
With rising complexity (more hardship cases, more regulatory oversight, more channels, and more customer variation) modern case management has become one of the most important tools in a collections team’s arsenal. In 2026, organisations are moving towards systems that give teams real-time visibility, automated workflows, and data that helps them prioritise the right cases at the right moment.
This shift enhances the quality of customer outcomes. When agents have the full context, the right tools, and intelligent support, they’re better equipped to deliver the kind of empathetic, compliant service that regulators and customers now expect.
Teams Redesign How They Work Around Automation
As automation becomes more embedded in collections processes, the role of the collections team is changing. Routine tasks like sending reminders, updating records, progressing cases through predictable steps, are increasingly handled by automated systems. Human expertise is being reserved for the areas where it truly matters: complex hardship, negotiation, relationship building, and judgement-based decision-making.
In 2026, the most successful collections teams will not be the ones with the biggest headcount, but the ones structured to make the most of automation. Organisations that prepare for this shift now through upskilling, redesigning workflows, and investing in the right systems will set themselves up for a more resilient and scalable future.
FAQs
Q. What will have the biggest impact on collections in 2026?
AI, particularly agentic AI, will be the most transformative force, driving efficiency, personalisation, and smarter decision-making.
Q. Are regulatory expectations really increasing in 2026?
Yes. Regulators are focusing heavily on hardship, vulnerability, transparency, and data accuracy. Modern systems are becoming essential to stay compliant.
Q. How is customer behaviour changing next year?
Customers in 2026 expect fast, mobile-first, self-service experiences and clear digital pathways to act on their accounts.
Q. What should collections teams invest in for 2026?
Effective omnichannel communication, AI-driven automation, modern case management, and tools that provide real-time data and auditability.