Who’s leading the future of CX automation and AI? Join them at LISTEN 2025
Who's leading the future of CX automation and AI? Come to CallMiner's LISTEN 2025 to learn how leading organizations are applying AI to business chall...
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The Team at CallMiner
February 26, 2025
By Jennifer Buffaloe, Sr. Director, Customer Success, and Lauretta Campestre, AVP, Success Strategy, CallMiner
We’ve all heard the rumors and seen the news – the Consumer Financial Protection Bureau (CFPB) is facing potential defunding, which could reshape the landscape of consumer protection in the United States. While regulations like FDCPA, UDAAP and FCRA still stand, reduced enforcement has the potential to shift where consumer complaints and actions come from, as well as to shift the trust consumers have in businesses.
Source: CFPB public complaint database & reporting
Over the past 20 years, the CFPB has issued $19 billion in consumer relief, spanning monetary compensation, principal reductions and cancelled debt. Further, the Bureau has imposed approximately $5 billion in civil penalties on companies violating consumer financial laws. Without the same level of federal oversight, companies may face increased scrutiny from consumers, state regulators, and even civil litigation. Are you prepared for the shift?
Let’s explore what could change, the potential impacts, and what you should be considering to ensure consumer trust and protection.
The CFPB’s power lies in enforcement. Designed to protect consumer financial rights, it has been the watchdog to ensure organizations comply with existing regulations, including:
However, with potential defunding and reduced proactive enforcement, businesses might feel a momentary sigh of relief. But is this really a win?
While changes in enforcement may be on the horizon, customer complaints and concerns won’t stop. You need to understand the potential impacts to your business.
Source: CFPB Consumer Complaints
The question is, how effectively are you utilizing technology to navigate these challenges?
The potential defunding of the CFPB isn’t just a shift in enforcement, it’s a shift in responsibility. Consumers expect that their concerns are being heard and actioned in a timely manner. Brands can reassure trust by:
If the landscape of consumer protection changes, are you ready to navigate it? Conversation intelligence allows businesses to actively monitor consumer vulnerability and ensure compliance, fostering a culture of continuous improvement – building trust and safeguarding your reputation.
If you’re a CallMiner customer, engage with your customer success team today and let’s discuss how you’re preparing:
Hear how CallMiner customers are tackling compliance to mitigate regulatory risk, increase revenue and ensure customer trust:
Stay ahead. Stay compliant. Stay trusted.
CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. Our platform captures and analyzes 100% of omnichannel customer interactions delivering the insights organizations need to improve CX, enhance agent performance, and drive automation at scale. By combining advanced AI, industry-leading analytics, and real-time conversation intelligence, we empower organizations to uncover customer needs, optimize processes, and automate workflows and interactions. The result: higher customer satisfaction, reduced operational costs, and faster, data-driven decisions. Trusted by leading brands in technology, media & telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality, we help organizations transform customer insights into action.