Why Consumer Experience and Compliance Will Be Critical to Downturn Survival

Published on June 16, 2022 at 3:00 pm

Editor's Note:  This interview is part of the iA Think Differently series. Written by or recorded with members of The iA Innovation Council the series of articles and videos showcases thought leadership in analytics, communications, payments, and compliance technology for the accounts receivable management industry.

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With a potential recession on the way, now is the right time to retool your recovery and debt collection strategy, says Jake Cahan, CEO of January. In this Q&A with iA Strategy & Tech, Cahan argues that creditors will need to make a philosophical shift - away from incremental dollars and towards compassionate customer care -  if they want their brand and business to get through an impending recession successfully. 

 

"The philosophy of collections must shift from a short-term focus on incremental additional dollars collected to sustained relationships," Cahan says. "Compassion at scale is missing and needs to be added to the collections equation."

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