Collecting Thoughts

C&R Software
  • 5.0 (2)
  • BUSINESS
  • UPDATED BIWEEKLY

Collecting Thoughts, brought to you by C&R Software, uncovers the cutting edge approaches and technologies used by businesses that are achieving real results through humanized collections and recovery processes.

  1. Key Trends and Challenges in Collections for Canadian Banks in 2026

    12/09/2025

    Key Trends and Challenges in Collections for Canadian Banks in 2026

    In this episode of Collecting Thoughts, we delve into the pressing trends and challenges facing Canadian banks in the collections landscape of 2026. With household debt levels soaring and delinquency rates among younger Canadians rising sharply, collections leaders must adapt to a rapidly changing environment. I explore the shift towards digital-first collection strategies, the necessity of personalized customer engagement, and the role of AI in enhancing operational efficiency. We discuss the importance of understanding customer needs and the significance of proactive outreach. As regulations evolve, banks must balance compliance with effective debt recovery. Tune in for insights that will help you navigate the complexities of collections in Canada and prepare for the future.

    13 min
  2. Transforming bank collections: Balancing AI innovation with legacy system realities

    12/03/2025

    Transforming bank collections: Balancing AI innovation with legacy system realities

    In this episode of Collecting Thoughts, I explore the complexities of integrating AI into bank collections while managing the challenges posed by legacy systems. Many financial institutions express a desire to lead with AI but struggle with outdated architectures that hinder real-time data sharing and decision-making. I delve into the importance of creating a unified data layer and implementing a central orchestration platform that allows banks to leverage AI effectively without overhauling existing systems. We also discuss the significance of governance and building internal capabilities to support AI initiatives. Join me as I outline a pragmatic path forward for collections leaders looking to balance innovation with the realities of their legacy environments, ultimately enhancing both operational efficiency and customer outcomes.

    13 min
  3. The rise of agentic AI in collections strategy

    11/10/2025

    The rise of agentic AI in collections strategy

    In this episode of Collecting Thoughts, we dive into the fascinating world of agentic AI and its implications for collections teams. I explore what sets agentic AI apart from traditional generative AI, emphasizing its proactive, autonomous capabilities that can enhance operational efficiency. We discuss how this technology operates within strict compliance and auditability frameworks, ensuring safety and transparency. Hear real-world applications, such as its transformative role in call centers, where AI assists agents by providing instant access to complex information. We also touch on the importance of human oversight and the potential for scalable solutions that seamlessly integrate into existing workflows. If you're keen to understand how agentic AI can reshape your collections strategy, tune in!

    9 min
  4. Navigating Digital Collections in European Auto Finance

    11/04/2025

    Navigating Digital Collections in European Auto Finance

    In this episode of Collecting Thoughts, we dive into the pressing challenges and opportunities within the European auto finance market. As delinquencies rise and regulatory demands increase, I discuss how auto financiers can navigate this complex landscape through effective digital transformation. We explore the importance of a unified data layer for better decision-making and the role of AI in personalizing collections strategies. By focusing on adaptability and compliance, lenders can enhance customer relationships while efficiently managing risk. Join me as I share actionable insights that you can implement with your team to thrive in this evolving market. Tune in to learn how to make your collections process smarter and more effective.

    11 min

  5. 10/02/2025

    Winning Strategies for Today's Collections Teams

    In this episode of Collecting Thoughts, I explore Winning Strategies for Today's Collections Teams. We delve into how artificial intelligence and digital transformation are reshaping collections in global organizations, tackling challenges like economic uncertainty, regulatory compliance, and fragmented systems. I discuss the importance of integrating data across divisions to enhance risk assessment and operational agility. Discover how AI-driven automation can streamline tasks, personalize customer engagement, and improve compliance. I share a case study of a company that reduced bad debt charge-offs by five percent through an automated SaaS platform. The episode highlights the need for intelligent automation, data-driven strategies, and customer-centric approaches to build resilience and efficiency. Join me as we uncover how collections teams can thrive amidst complexity and change. Stay tuned for more insights in future episodes.

    4 min
  6. Enhancing Revenue Cycle Efficiency

    02/18/2025

    Enhancing Revenue Cycle Efficiency

    In this episode, Christina is joined by Erica Lannan, the Director of Revenue Cycle Management at Jerns Healthcare. With over 17 years in the healthcare industry and 15 years in leadership roles, Erica shares her journey from starting as a financial assistant to becoming a leading expert specializing in revenue cycle management and customer success. As the Director of her team, she discusses comprehensive strategies utilized across the revenue cycle, from initial contact and credit review to billing, AR collections, and cash application. Erica sheds light on the critical balance between data-driven decision-making and experience-led instincts, emphasizing the importance of leveraging technology and system automation to streamline processes and enhance customer relationships. The conversation delves into the evolving nature of revenue cycle management, highlighting the shift from siloed operations to a more integrated, holistic approach that aligns with customer experiences. Erica also touches on the transformative role of AI and data analytics in future-proofing the industry, with particular emphasis on predictive analysis, self-service options, and AI-driven communication strategies. Timestamped Overview:00:00 Intro05:07 Integrating tech enhances our reliable process flow.06:27 Streamlined processes improved collaboration and customer care.11:36 AI enhances industry operations, communication, and self-service.

    14 min
  7. How Relationship Building Shapes Loan Servicing

    02/04/2025

    How Relationship Building Shapes Loan Servicing

    In this episode, Christina is joined by Asia Edwards, the Senior Director of Loan Servicing at NFF, a national community development financial institution (CDFI). With a rich career spanning notable roles at Fortune 500 banks, smaller community banks, and even local government services, Asia brings valuable insights into the collection and loan servicing industry. Asia takes us on her journey from starting as an in-house collections representative at Bank of America to her current leadership role at NFF. She discusses the significance of customer-centricity in collections and loan servicing, emphasizing the importance of building relationships and understanding clients' situations to provide tailored solutions. The episode delves into the evolution of customer-centric strategies, from the early days of her career to the present, highlighting how technology, such as self-service loan management systems and ACH authorizations, has enhanced client interactions while ensuring low delinquency rates. Asia also shares her thoughts on the balance between technological advancements, like AI, and the irreplaceable value of human touch in financial services. Tune in to hear Asia's expert perspective on the future of customer-centric strategies and how her team consistently strives to meet borrowers' needs with a 24-hour response goal. Timestamped Overview:00:00 Intro00:33 Started in finance, focused on delinquency management.04:42 Customer-first approach, problem-solving payment plan established.07:28 Bank of America implemented internal self-service loan management.12:33 Relational approach preferred over AI in finance.14:42 Meeting customer needs quickly with personalized service.

    16 min
  8. Women Supporting Women in Credit

    01/21/2025

    Women Supporting Women in Credit

    In this episode, Christina is joined by Deana Reynolds, the Director of Credit at EDGES Electrical Group. Deana brings nearly two decades of experience in the credit industry, following a fascinating career transition from a U.S. Air Force pilot to a senior credit leader. Deana shares her unconventional journey into the credit industry, starting from bookkeeping and accounting roles to discovering her passion for credit management. She opens up about her early career experiences, emphasizing the significance of mentorship and community support that she found lacking during her initial years. The conversation explores significant transformations in the credit industry, particularly the shift from paper-based processes to a nearly paperless, technology-driven environment. Deana sheds light on the advent of automation and AI, discussing their potential benefits and the necessity for cautious implementation due to compliance and security concerns. Timestamped Overview:00:00 Pivoted from Air Force pilot to accounting.04:36 Excited to mentor future female credit leaders.09:01 Reach out, utilize community and social media.12:04 Automation and AI enable growth, rapid progress.14:44 Seek mentorship groups on LinkedIn, social media.

    15 min
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Ratings & Reviews

5
out of 5
2 Ratings

About

Collecting Thoughts, brought to you by C&R Software, uncovers the cutting edge approaches and technologies used by businesses that are achieving real results through humanized collections and recovery processes.

Information

  • Creator
    C&R Software
  • Years Active
    2023 - 2025
  • Episodes
    40
  • Rating
    Clean
  • Copyright
    © 2025 C&R Software