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Broken promises are nothing new in collections. But today’s digital-first consumer has changed the game. As more interactions shift to text, email, and self-service portals, promise-to-pay (PTP) risk is quietly getting worse—and many operations are not yet equipped to spot or stop the new failure points.

In this webinar, sponsored by CSS Impact, a panel of experts will revisit why PTP behavior has changed in the digital era and unpack the operational blind spots that are driving higher breakage rates. From inconsistent intent signals to the psychology of low-friction communication, today’s digital channels create both opportunity and new risk.

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