2025 Collections Mandate: Rethink, Rebuild and Accelerate

Andrew Domino recently shared collections strategy examples of where the industry is headed, including the top three focus areas for institutions to stay competitive. Spoiler alert: digital maturity, personalization and AI aren’t optional anymore…they’re expected.

The pace of change in collections is exponential. As shown in the collection strategy examples that follow, fast-moving technology, shifting consumer expectations, and rising internal pressures mean that collections leaders are being asked to do more than optimize. They’re being asked to transform. Andrew covers all of this, plus what he considers the top three focus areas for the industry:

1. Strengthen Digital Consumer Communication
2. Expand Digital Payment Options for a Frictionless Experience
3. Automate Routine Tasks with AI and Smart Workflows

Digital-First is the Standard, But Many are Still Catching Up

What’s shifting in debt collections right now?

Andrew: We’re in another transformation—and it’s happening fast. While the demand for convenience and self-service options has always been there, the acceleration of tech adoption is forcing a serious rethink. The challenge? Most of the industry still isn’t moving fast enough.

That sounds like a big opportunity. Where does Bridgeforce fit into that shift?

Andrew:  We’ve been evolving alongside the technology for two decades. From multi-channel strategies to understanding behavioral science the evolving role of AI and behavioral science , we’ve led institutions through every step of digital modernization. Now in 2025, we help clients leap forward, not just catch up. Our focus is building digital-first strategies that balance tech, operations, and consumer needs; all while keeping compliance and performance strong.

How has digital collections evolved?

Andrew:  In the early 2000s, we were helping clients implement tools like virtual agents and custom workflows—long before they were mainstream. That early work gave us a strong foundation. Now in 2025, we see the key collections strategy examples relate to personalization, automation, predictive analytics, and tools like Rich Communication Services (RCS). We bring historical depth and current momentum, which gives our clients an edge in deploying what works now and what’s coming next.

Focus Area #1: Strengthen Digital Consumer Communication

What’s the first move for modernizing communication?

Andrew:  One of the most important collection strategy examples is how institutions modernize consumer communications. Make sure the channels you have, (like SMS and email), are robust and fully functional. The channels must do more than mere notification. We are seeing a trend that if a consumer opens a message, that’s a sign they’re ready to act. Ensure that it’s easy for them to resolve an issue on the spot, whether that’s through a secure payment link, an update to account info, or setting up a plan to pay.

Communication and self-service are critical, so how should institutions go beyond the basics of self-service?

Andrew:  Meet people where they are, on their terms. Some want full control without talking to anyone. Others want guidance. Most fall somewhere in between. Your digital journey needs to flex based on that. Offer options, smooth transitions to agents, and you’ll build trust with every step.

Focus Area #2: Expand Digital Payment Options for a Frictionless Experience

What should institutions prioritize when it comes to payments?

Andrew: Convenience is king. Today’s consumers—especially younger ones—expect payments to be fast, secure, and mobile-friendly. That means enabling Apple Pay, Google Pay, PayPal, and other digital wallets. You need to meet expectations that have been shaped by apps like Uber and Venmo, not legacy banking systems.

But convenience alone isn’t enough. You also need options: lump sum or installments, near-term or deferred, with reminders that help. These options should be easy to activate through self-service channels, without having to pick up the phone. Several lenders already support this kind of payment option: Wells Fargo supports digital wallet access for debit cards, enabling payments via supported mobile wallets. TD Bank supports connections to Apple, Samsung Pay, Google Pay and PayPal. And, U.S. Bank supports Apple Pay, Google Pay, Samsung, PayPal, Fitbit Pay and Garmin Pay.

What systems need to change to support this activity?

Andrew:  Many institutions have payment vendors that limit what’s possible. We’ve seen this hold back innovation. If your payment system can’t support flexible options, real-time updates, or integrate with your digital communications, it’s time to upgrade.

Industry leaders are shifting to APIs, cloud-based platforms, and user-friendly portals that integrate payments seamlessly into the consumer journey. We’ve helped clients unlock technical capabilities in less than 90 days.

What’s the end goal?

Andrew:  Remove barriers to repayment. When people want to resolve their debt, your system shouldn’t slow them down. That’s how you increase recoveries while improving the customer experience.

Focus Area #3: Automate Routine Tasks with AI and Smart Workflows

What’s the smartest use of automation right now?

Andrew:  Start with routine, repetitive tasks like reviewing emails, summarizing past conversations, tracking payment promises, or looking at accounts from a risk perspective. Certain tasks are perfect for automation, risk scoring or AI support. For example, if someone has a promise to pay in three days, automate the reminder via text instead of adding them to your call queue.

That kind of efficiency frees up agents to focus on the cases that need a human touch. Especially with staffing constraints across the industry, this makes your operation leaner, more responsive, and more scalable.

What should institutions be careful of with automation?

Andrew:  Avoid implementing automation for automation’s sake. If you do use automation, connect it to your broader strategy of supporting self-service, enabling better outcomes, and giving you insights to guide the next move. And always factor in compliance. Even a well-timed automated message counts as outreach, so you need to monitor volume and cadence to stay in bounds.

Live Agents Still Drive the Most Complex (and Critical) Conversations

With all this digital transformation, do live agents still matter?

Andrew:  More than ever. When someone is in real financial distress, a smart, empathetic agent makes the difference. They need to be trained not just in policies, but in understanding hardship and guiding people toward resolution.

We work with contact centers on proven call models, real-time coaching, and speech analytics. And when you invest in agents—just like you invest in tech—you get better recovery rates and a better customer experience.

What’s your advice for institutions lagging on modernization?

Andrew:  Transformation in collections isn’t optional—it’s a competitive requirement. If you’re still deciding whether to modernize, you’re already behind. If these collection strategy examples have sparked ideas for your team, we’re here to help you put them into action—quickly and effectively. Let’s talk strategy.

Want to stay competitive in 2025? Let’s build your modern collections playbook together. Contact us today.