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I have spent much of my career believing that some rules are simply rules. You don’t knowingly put an untested financial process into production. You don’t experiment with live customer transactions. You build it, test it, reconcile it, test the exceptions, obtain user acceptance and then when you have reasonable confidence that it works you…
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“I still recall exactly where I was and what I was doing…” I’ve read some version of that sentence in countless 9/11 remembrances this week. And I’ve said it myself. I was CFO of Atos Origin. In my memory, I was sitting by a first-floor window in our Murray Hill, New Jersey office, looking toward…
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Broken. Think about that word. Does it mean a system once worked but no longer does? Does it mean the system still works, but is no longer fit for its intended purpose? Or does it work exactly as designed—just inefficiently, expensively and without the ability to scale? Those are not the same diagnosis. Before replacing…
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I saw a LinkedIn post. A collections industry veteran proudly introduced her new business and website, hanging out the shingle, available for consultation. Expertise in Compliance. And based on her accomplishments and the hefty endorsements from industry rock stars, no doubt she is an expert. And she will do well. Then I thought. Wait. What…
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Six years into managing the back office of a collection agency, I have a unique view of the industry’s technological transformation. I see it from the finance seat. And what has happened is impressive. AI, first perfected in contact centers and now rapidly transforming collections, is changing the economics of the business. The speed of…
