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- Daily Digest - July 29, 2026
Daily Digest - July 29, 2026
Brought to you by: TCN | By Mike Gibb
Mike Gibb
July 29, 2026
🎂 Happy Birthday: Rick Howley of The CCS Companies, Laurie Kimmons - Fortier of Carolina's Telco Federal Credit Union, Andrew Diranian of JG Wenworth, and Jonathan Jensen of Dedicated Financial GBC.
💬 Group Text Chats are Back!
I am excited to announce that I am bringing back the group text chats. We started these last year and they were a great way for people across the industry to get to know one another better and to engage and share and collaborate with each other. Sign up this week. It’s totally free!
New Digital Communications Report
The industry is optimistic. Placements are expected to climb. Consumers, it turns out, are more ready for digital than the businesses serving them.
New AI Event!
I am thrilled to announce a new live conference I am hosting. It’s an AI conference for the credit and collection industry. It will be held in Denver this September. Check out getbrainstorming.com for more information. And watch the video below to see me showcasing my outdoor skills.
If you are interested in being a speaker at the event, click here.
All 50 State AGs Unite Behind Tougher FCC KYC Rules
There aren't many issues that get all 50 state attorneys general, Republican and Democrat alike, on the same page. Robocall enforcement is one of them. The coalition is pushing the FCC to require voice providers to dig deeper into who their customers are and what they do, and a framework the AGs cite by name flags third-party debt collection as a higher-risk category deserving elevated scrutiny. If your agency makes outbound calls, the questions your carrier asks are about to get harder. Here's what the AGs want, and why it matters to you.
A MESSAGE FROM TCN
TODAY’S WEBINAR
UPCOMING WEBINARS
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Judge Trims Defense Expert Testimony in FDCPA Class Action Over Collection Suits
The defendants in a class action accusing student loan trusts of filing "sham" collection suits got one shot at an expert to explain how securitization works. A federal judge in New York has now drawn the lines around what that expert can and cannot tell a jury, and some of the exclusions cut close to the heart of the defense. His deposition explanation for why the loan schedules were blank is worth the click on its own.
Judge Rejects Bid to Send FCRA Suit Back to Small Claims Court
A pro se plaintiff found language in a cardholder agreement saying claims filed in small claims court must remain there, and argued it meant her FCRA suit could never be removed to federal court. A judge in California saw it differently, and the reasoning, which turns on where in the agreement that language sits, offers a useful roadmap for defendants facing the same argument. A second judge in the same district recently reached the same conclusion about nearly identical language.
State Appeals Court Upholds Denial of Reconsideration in FDCPA Suit Over Repossessed Vehicle
A couple paid $29,000 in cash for a Lexus, took it home, registered it, and got a title. Six months later, creditors of the person who sold it to them had it towed off their driveway under a judgment against the seller. Their 10-count lawsuit, including an FDCPA claim, went nowhere, and the Wisconsin Court of Appeals has now explained why merely taking "umbrage" with a court's ruling is not grounds for reconsideration.
Why AI Could Make Bank Customer Service Worse Before It Gets Better
Ninety-three percent of bank executives think their customer support is excellent or good. Only 68% of their customers agree. New Deloitte research suggests institutions racing to automate their contact centers may be solving for cost when the real problem is experience, and the consequences of getting it wrong include customers walking out the door. The framework for deciding which interactions belong with AI and which belong with humans should look familiar to anyone running a collection floor.
Consumers Want Installments, Just Not From BNPL Providers
Buy now, pay later was supposed to kill the credit card. Instead, it may have taught card issuers how to fight back. New PYMNTS data shows consumers using credit card installment plans at more than twice the rate of BNPL, with the gap widening, and the numbers on who is actually using BNPL upend two of the product's founding narratives about age and income.
40 Companies Seeking Collection Talent
Looking for your next opportunity, or looking to fill a seat? This week's roundup aggregates more than 40 open positions across the industry, from entry-level collector roles to VP and director openings in compliance, legal, revenue cycle, and technology, with plenty of remote options in the mix.
WORTH NOTING: Getting to the real reason why Apple is now offering a leasing program on most of its products ... Homeowners across the country have a little more equity thanks to rising home prices ... Nearly half of consumers would go into debt in order to maintain their beauty routines ... Chatbots are just as good as humans at offering everyday emotional support ... People expecting Russell Vought to fade away from the Consumer Financial Protection Bureau when his stint as acting director ends may not be happy with this news ... How to spot AI fakes before it ends up costing you money ... If you are thinking about leaving a prized possession to a friend or loved one after you pass, they may not want it ... How to celebrate National Chicken Wing day today.
Wisdom Wednesday, part I
Wisdom Wednesday, Part II
Webinar Recap: One Consumer, Five Channels: Making Email, Text, and the Portal Work as One Journey
This webinar, sponsored by Dial Connection and Concepts2Code, explored how agencies can move from fragmented multi-channel outreach to true omni-channel orchestration. Panelists emphasized that disconnected systems create consumer confusion and compliance risks, while integrated strategies improve payments and reduce disputes. As Ashley Grayson noted, “It really does a lot for the customer experience when we communicate with them in the way they prefer.”
Gary Herman highlighted the importance of real-time data sharing: “True omni-channel solutions is all channels communicating together.” Mark Reinhard added that integration across CRM and vendor systems is critical to avoid duplicate contacts. Miller Magness stressed that while every channel should be used, the message content ultimately drives consumer confidence to pay.
The discussion also covered timing strategies, with agencies testing optimal outreach windows, and practical approaches for smaller firms—such as focusing resources on accounts with higher balances or stronger propensity-to-pay scores. Tracking tools like unique URLs, phone numbers, and AI analytics were recommended to measure channel efficacy and refine future campaigns.
🧠 Key Takeaways:
Integrate Data Across Channels: Ensure CRM, dialer, portal, and messaging systems share real-time updates to prevent duplicate outreach and compliance violations.
Follow Consumer Behavior: Use engagement signals (email opens, text clicks, portal activity) to guide outreach sequencing and channel preference.
Measure and Refine: Apply tracking tools and AI analytics to attribute payments to specific channels and messages, then adjust strategies based on results.
This webinar underscored that omni-channel success is not about using more channels, but about orchestrating them intelligently. Agencies that align outreach with consumer behavior, compliance requirements, and integrated data will see stronger recoveries and improved consumer trust.
Did you know you can get full access to all of my past webinars, along with transcripts and summaries of each, for only $29/month? Sign up to be a premium subscriber today!
The Daily Digest is sponsored by TCN
