Collections in 2025 – A Global View

(Editor’s note: Published by permission from Telrock)

Telrock gathered global industry leaders to share their insights on the future of collections in 2025. Bridgeforce CEO John Sanders contributed to this esteemed group. Below is an excerpt from the article. Read the full piece here: Collections in 2025 – A Global View

The Evolution of Consumer Expectations

The shift in consumer expectations is a recurring theme across regions. Consumers increasingly demand convenient, flexible, and personalized interactions, but the path to delivering these experiences varies.

Stateside, John Sanders emphasizes the growing importance of self-service capabilities, urging organizations to dig deeper into what a digital experience really means. He notes, “59% of consumers prefer an experience that is fast and simple, while 41% favor an experience that is personalized, innovative, and empowering.” This duality highlights the need for tailored strategies that reflect customer diversity.

In Australia, Sacha Close of Qurioux observes that “rising cost-of-living pressures are driving an urgent need for empathetic, customer-focused debt solutions,” particularly as households face increased financial stress. The reliance on legacy systems has limited agility in the region, but institutions are beginning to embrace innovation to meet evolving consumer demands.

Andrew Pritchard adds that some organizations have already seen up to a 75% reduction in agent utilization by operating in a digital-first environment. This is unlikely to remove the need for agents but does allow customers to choose when to engage digitally and when to seek human interaction. Digital solutions can also drive more data capture, which, when utilized effectively, can create more personalized journeys, enhancing customer satisfaction and outcomes.  Read more.