Across major markets, consumer debt continues to act as an early indicator of financial conditions. Rising costs and shrinking savings have reduced household resilience but the more meaningful shift is not the pressure itself, it’s how people are behaving under it. Over the past two years, repayment patterns, engagement habits and digital expectations have evolved faster than most fintech organisations anticipated.

These behavioural shifts appear consistently across global data sets. Drawing on more than two million customer journey data points across Australia, the United States, the United Kingdom, Canada and New Zealand, InDebted’s recent analysis highlights emerging patterns that cut across geography, age, product type and delinquency stage.

What becomes clear is that consumer behaviour has entered a new phase. AI-enabled service expectations, digital fluency across age groups and changing attitudes toward communication and repayment are reshaping how people interact with financial services. To remain relevant in 2026, fintech organisations need to update its understanding of the customer journey accordingly.

AI has shifted from an operational tool to a service benchmark. Between early 2024 and mid-2025, AI communications assistants in production handled more than 97,000 conversations, achieved resolution rates above 80 percent and reached 97 percent classification accuracy, all while responding up to 100 times faster than traditional queues. Email replies averaged four minutes and SMS replies averaged six, compared with more than a day for human teams.

The headline isn’t the speed but how quickly this becomes normal for customers. Once people experience instant, intent-aware support, they carry those expectations everywhere, especially into high stakes financial moments. Speed, clarity and consistency are no longer differentiators. They have become the baseline customers believe they’re entitled to.

Fintech teams need to rethink their delivery models around this new baseline. AI, for now, has become the standard against which every channel – human or automated – will be measured.

It’s also worth reinforcing the continuing importance of the human in the loop. As companies shift routine interactions to AI, the time freed up for human teams should be directed to complex scenarios such as financial hardship and disputes, where judgement and empathy matter most.

Digital behaviour has matured and the “younger user” narrative is outdated

A major misconception in fintech has been that digital engagement drops sharply with age. The global data from InDebted’s 2026 Collections Playbook shows otherwise. In the US, customers aged 61–79 maintain conversion rates around 29%, only slightly behind the youngest cohort at 36%. Meaningful declines appear only beyond age 80.

This expands the addressable digital audience significantly. It also challenges teams to design for clarity rather than novelty. Older customers engage digitally at strong rates when:

• the interface is simple
• the copy is direct and readable
• the flow is predictable and trustworthy

Digital-first is now a universal imperative. Usability, not age, is the primary design concern.

The communication model is shifting from volume to behavioural precision

For years, the assumption was that more messages drive more engagement. The 2M+ dataset paints a more nuanced picture. Early delinquency benefits from higher outreach (+60–80% volume delivering 25–35% higher conversion), while late-stage accounts perform better with significantly fewer messages (–50–70% volume improving results by 20–25%).

Consumers send clear signals about when they’re receptive. They also signal when communication becomes noise.

The takeaway for fintech from this is simple: Success now comes from reading behaviour rather than relying solely on frequency.

In 2026, leading teams will build communication models that adapt cadence dynamically based on intent, timing and emotional bandwidth — not rigid, one-size-fits-all workflows.

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Design for achievability: the strongest behavioural signal of all

Across markets, the most powerful performance gains have come from redesigning repayment experiences around achievability rather than obligation.

Following a redesign in 2025, repayment speeds increased:

• 2× faster in Australia
• 6× faster in Canada
• 7× in New Zealand
• 3× in the US

Instalment values rose at the same time. None of these shifts came from changes in income or capacity. They came from reducing cognitive load and giving people early, confidence-building wins.

Fintech teams sometimes over-index on flexibility or optionality. The data points in a different direction: people follow through when the path is structured, finite and clear.

“Achievability” may become one of the defining design principles of financial services over the next five years.

Channels don’t reveal preference, they reveal intent

Digital repayment is now near-instant, but channel performance varies by context. Email consistently converts faster across the US, UK, Canada and New Zealand (4–6% faster on average), while SMS is still the quickest trigger in Australia. Once users engage, conversion rates look nearly identical across channels.

What differs is behaviour:

• Email often reflects preparedness to act.
• SMS prompts immediacy.
• Multi-channel is strongest when each channel has a specific purpose.

Fintech teams should treat channels as signals that reveal what a customer needs in that moment. The core question shifts from “Which channel works?” to “Why is this channel working for this customer right now?”

A clearer behavioural lens for 2026

Drawing from more than two million global customer journeys, the trends are consistent. People expect speed, clarity, relevance and ease, regardless of age, region or product. Their behaviour has shifted faster than most financial organisations have adapted.

Fintech leaders in 2026 will be those that:

• build service models that deliver AI-level speed and consistency
• design repayment and support journeys around psychological achievability
• use behavioural signals rather than volume to guide communication
• treat digital accessibility as a universal expectation
• integrate early signal intelligence without making hardship the centre of the experience

Taken together, these shifts make one thing clear. Fintech now competes on interpretation. Success depends on the ability to read behaviour accurately and design with it rather than around it.

The future of consumer debt is already visible in the millions of interactions happening every day. The question is whether the industry can adjust its lens quickly enough to meet the expectations of 2026.