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Presented by: TransUnion
August 12, 2025 | 2 p.m. ET

As the telecommunications and utilities industries face rising delinquencies, tighter regulations, and increasingly complex customer expectations, the pressure to collect efficiently without compromising compliance or customer trust has never been greater.

In this webinar, we’ll explore the critical do’s and don’ts of modern collections, unpack the unique challenges facing your industry, and make the case for why bringing collections in-house may be highly strategic and beneficial.

• The top mistakes to avoid in collections that can lead to compliance risks or customer churn
• Proven best practices for improving recovery rates while preserving customer relationships
• How to navigate regulatory complexity with confidence and agility
• How in-house collections could support your overall collections strategy, offering greater control, transparency, and long-term cost savings

• Tools and data strategies that empower your internal teams to succeed

Mansi Verma is a results-oriented Product Marketing Manager with a strong track record of driving go-to-market strategy and product adoption. At TransUnion, Mansi plays a key role in shaping the narrative and positioning of innovative solutions in the collections space. Mansi’s career spans impactful work on data-driven products at leading organizations like Capital One, Kroger, and American Express, where she helped bridge the gap between product development and customer needs	Michael Hickey is a strategic Subject Matter Expert at TransUnion, specializing in the Specialized Risk Group suite of products. With over 15 years in insurance and financial services, he brings deep industry insight and a proven ability to drive cross-functional success. At TransUnion, Michael has held diverse roles across product, technical, and sales functions, helping shape impactful solutions for complex risk challenges. Prior to TU, he led operations at a national creditors' rights law firm, working closely with major financial institutions	Ted Belmont currently serves as a multi-industry consultant and a Subject Matter Expert for the Specialized Risk Group suite of products at TransUnion. In his 25+ years in the financial services space, the last five in his current role, Ted has successfully provided lending institutions with solutions across multiple lines of business. Ted has excelled in various sales and service roles, and proud that he has lost only two customers to the competition in 25 years. Prior to TransUnion, Ted spent 13 years in the consumer lending and mortgage industry.

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Presented by: Symend
October 23, 2025 | 2 p.m.

Delinquency is rising. Traditional approaches aren’t cutting through. To meet this moment, collections leaders need strategies rooted in how people actually make decisions under stress. That’s where behavioral science comes in.

In this webinar, our Head of Behavioral Science Alison Doyle, PhD, PMP, along with Brittani Plaisance, Manager Applied Sciences, will unpack the critical role of behavioral science in modern collections. You’ll learn how understanding cognitive biases, emotional triggers, and decision fatigue can turn intention into action—and support customers in resolving their debt more effectively.

• Demystifying the discipline: Uncover the essence of behavioral science and its practical applications for engaging and supporting past-due customers.     
• Boosting recovery rates: Advanced strategies for integrating behavioral insights to optimize your entire collections process and boost recovery rates.
• Future-proofing strategy: Learn why behavioral science is indispensable to safeguard collections against market shifts and changing regulations.

Speakers:

Dr. Alison Doyle, PhD, PMP  
Head of Behavioral Science, Symend

Expertise: Data-driven applied behavioral science, the role of context in decision making, cognitive psychology for customer engagement in debt recovery, large language models for customer insight, ethical research practices
Education: University of Calgary (PhD), University of Victoria (MSc), University of Victoria (BA)

Experience: Dr. Doyle is a seasoned applied behavioral scientist whose expertise has shaped Symend’s innovative, empathy-driven approach to customer engagement in debt recovery. With over a decade of experience, she leads the Behavioral Science department, including its research and development team, at Symend, where her exploration and insights are essential to the development of personalized strategies in digital communication. A natural problem-solver with a passion for understanding human behavior, Dr. Doyle has developed pioneering solutions that have directly contributed to better client outcomes and improved customer experiences.

Her career has included roles in academia, financial services, and applied research, with notable contributions such as Symend’s Delinquency Archetypes—a feature that has reduced account charge-offs by 21% for top financial clients. Her leadership is marked by a dedication to ethical practices and innovative research methodologies that support meaningful customer interactions. 

Brittani Plaisance, Ph.D. 
Manager, Applied Sciences; Behavioral Scientist, Symend

Expertise: Behavioral science, digital engagement strategies, decision architecture and heuristics 

Education: Louisiana Tech University (Ph.D., M.A.), University of Southern Mississippi (B.S., M.S.) 

Experience: With over a decade of experience in behavioral science, Brittani has honed her ability to integrate theoretical insights with practical applications. Her career stems from a background in academia and research, where she applies this knowledge to champion strategies that bridge human behavior with technology to drive engagement and growth. 

Highlights:

•    Manager of Applied Sciences at Symend, where she drives transformative initiatives rooted in behavioral science to inform customer segmentation, such as Delinquency Archetypes to outperforms traditional risk-based approaches by pinpointing the specific behaviors and motivations driving repayment decisions. 
•    Contributed to an increase across clients and industry of on-time bill payments in a way that fosters empathy and trust. 
•    Leads a team of behavioral scientists in empowering all Symend employees to lead with empathy through behavioral science and in designing innovative, effective treatment strategies for clients.   

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