JACKSONVILLE, Fla. — Last week at the joint conference hosted by the Florida Collectors Association and Georgia Collectors Association, professionals from across credit and collections gathered to discuss the biggest challenges and opportunities shaping the future of the industry. Beyond the presentations and networking, the event featured conversations around leadership, digital communication, consumer engagement, culture, and personal growth.
While at the conference, AccountsRecovery sat down with several speakers and industry leaders to dig deeper into the ideas they shared from the stage.
Rick Perr, Kaufman Dolowich
In this conversation, Rick Perr of Kaufman Dolowich discusses why digital communication continues to create uncertainty for many organizations despite growing consumer demand for email, text messaging, and self-service engagement. Perr explains that many companies remain hesitant because of regulatory complexity and fear around compliance, even as consumers increasingly prefer communication methods that allow them to respond on their own time and without speaking directly to an agent.
David Kelley, The Preferred Group of Tampa
David Kelley of The Preferred Group of Tampa kicked off the event with a topic you don’t often hear discussed at industry conferences: trust. During his remarks, Kelley explained why trust has become such an important issue both professionally and personally.
Kelley talks about the challenges collection professionals face when trying to establish credibility and trust with consumers from the very first interaction. He also shares why he believes trust extends far beyond business operations and into leadership, relationships, and everyday life. The interview offers a thoughtful look at how trust influences communication, culture, and long-term success within organizations.
Jessica Kagansky, Crown Asset Management
Jessica Kagansky of Crown Asset Management sat down after presenting a session with Jack Caudill on improv and its connection to professional development and leadership. While improv may not be a traditional topic at a collections conference, Kagansky explains how the skills developed through improvisation closely mirror many of the traits needed to succeed in business.
The conversation focuses on the importance of active listening, confidence, collaboration, creativity, and resilience. Kagansky also discusses how improv pushed her outside of her comfort zone and helped unlock new ways of thinking and communicating. The interview highlights how unconventional experiences can help professionals strengthen soft skills that are increasingly valuable across the credit and collection industry.
