In a lively webinar hosted by Mike Gibb of AccountsRecovery.net and sponsored by CSS Impact, a panel of technology consultants shared candid insights into the realities of system conversions, AI adoption, and vendor selection in the collections industry. The discussion highlighted both the opportunities and pitfalls agencies face when modernizing their technology stack.
Panelists emphasized that while many agencies are eager to embrace AI, most struggle with readiness. As Michael Dry noted, “People can want AI and think they need it, but actually is their wider organization set up for that?” Others pointed out that automation and robotic process automation (RPA) often deliver more immediate value than complex AI pilots. Mergers and acquisitions were also flagged as a driver of data conversions, with Chris Ball summing up: “Most of our projects this year are merging new acquisitions into existing business processes.”
The consultants urged agencies to stress-test vendor demos with real use cases rather than relying on polished presentations. As Matt Scott advised, “Provide the software vendor a use case… show me how your system solves these issues.” The conversation also touched on the ongoing debate between cloud and on-premise deployments, with panelists noting that “cloud” can mean very different things depending on vendor definitions and configurations.
