2024 ARM EVENT RECAP

“Biggest Topics Included Omnichannel, Digital-First, AI, APIs, and a Growing Hope of Better Days Ahead

As 2024 wraps up, I wanted to share my end-of-year recap of the ARM industry's biggest issues and trends.

Digital Is Taking Over AND the Political Winds of Regulated Collections Blow Favorably for 2025

More agencies are leaning more heavily into digital communication tools like email, text, and chat, as cornerstone pieces of their collection strategy.

From a compliance and legal perspective, the use of email or text to communicate with debtors received a fresh endorsement from the CFPB throughout 2024. continued to publicly endorse the use of digital communication channels like text and email as-first communication and payments are faster, smarter, and way more effective.

AI and analytics continue to steal the spotlight. From automating routine tasks to streamlining workflows, these tools are reshaping how we work.

With the elections shaking things up, optimism was high about potential changes at the Consumer Financial Protection Bureau (CFPB). One attendee summed it up perfectly: “It feels like we all got a raise.”

Compliance topics are always front and center, but this year, they were paired with actionable advice on making them less of a headache.

2025 EVENTS

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Tech Talks Were the Stars of the Shows

It’s no surprise that technology was the darling of 2024’s events. Here’s what had everyone talking:

AI for Everything: From improving agent training to automating repetitive tasks, AI is quickly becoming the MVP of modern operations.

Omnichannel Platforms: Managing calls, texts, emails, and chats from one place isn’t just convenient—it’s essential.

API Magic: Integrations are streamlining workflows like never before, letting systems work together seamlessly.

Cybersecurity also grabbed some attention this year. With breaches and attacks on the rise, multi-factor authentication (MFA) has gone from nice-to-have to a must.

The Big Industry Issues On Everyone's Mind

Every silver lining has its cloud, right? This year highlighted some hurdles the industry is still working to overcome:

Call Blocking and Labeling: It’s tough to do your job when your calls are flagged as “Spam Likely.” Fixing this is a priority for many businesses heading into 2025.

Data Security: Leaving sensitive info in call recordings? That’s a huge no-no. The push for better compliance and security measures is stronger than ever.

But it’s not all bad news. Tools like AI-powered multichannel platforms are helping agencies tackle these challenges head-on, improving communication and compliance in the process.

What’s Next for 2025?

Looking ahead, one thing is clear: innovation isn’t slowing down. From smarter tech to better ways of working, 2025 is shaping up to be another year of growth and transformation. If there’s one takeaway from 2024, it’s this: collaboration and staying open to change are the keys to staying ahead.
To everyone who participated, presented, or simply showed up to listen this year—thank you. Your energy and insights are what keep this industry moving forward. Let’s make 2025 even better!

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