The Long-Awaited CFPB Debt Collection Rule Changes—Bright Lines and Opportunity

There is no doubt that last week’s publication of proposed rules by the Consumer Financial Protection Bureau (CFPB) likely marks a long-needed tectonic shift for the debt collection industry including 1st and 3rd party debt collection agencies (DCAs). As such, it’s a bit premature to predict the many cascading effects that are likely to unfold … Read more

Toward a Customer Experience Management “Ecosystem”

More and more companies today are touting “superior customer experience management” capabilities. Some are talking about new contact center software, others website visitor tracking and analysis software, still others are describing omnichannel delivery platforms, and some are mentioning “CXM” in the contact of development platforms or CRM databases. Clearly they’re focused on the customers’ experience … Read more