Category: Industry Insights
ARM, SaaS, and other sector-specific lessons and trends.
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You really want to drive me crazy? Let’s talk about industry conferences. Splashy stages. Vendor superlatives. Cutting-edge AI software revolutionizing collections. Replacing humans. Interpreting consumer preferences. Finding frictionless opportunities to pay debts people only wish would go away. All fascinating. Much of it important. I once recommended forming an interest group within one of the…
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I started thinking about the old build versus buy debate. At first, it seems obvious. AI changes everything. Software can be written faster than ever. Surely the advantage shifts toward building. Then I thought about the real cost of building. Not the programmers. Not the budget. The risk. We often say changing a core operating…
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Call it introspective or prudent but one of the first areas I research in an acquisition is Finance. We were evaluating the acquisition of another collection agency, considering deeply the combined synergies, overlapping client businesses and prospective ROI. And here I was, like many finance executives, my first instinct was to understand the leadership team.…
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AI is being deployed in contact centers to replace human work. For simple instructions and deterministic interactions, the argument is easy. If the task is deterministic, AI can exceed human performance in speed, consistency, availability, and probably accuracy. But collections creates a harder test. An effective collection call may require empathy, negotiation, intuition, adaptation, and…
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I spend quite a bit of time thinking about Financial Foundations, particularly in the collections industry. I am also one of the biggest advocates for the very real operational gains AI tools are already introducing into our businesses. As efficient and cost effective as many of these tools have become, however, I increasingly find myself…
