RO-AR.com : Numbers, Nuances & Observations

Digital, Enforcement and a Fracturing Social Contract?

Sun, 30 Aug 2026 00:00:00 +0100

In this discussion Sarah Naylor discusses how the enforcement sector has evolved over the past decade, with a particular focus on local government debt. Sarah describes the shift towards earlier engagement, digital communications and customer-focused resolution, alongside the growing importance of vulnerability and independent oversight.

The discussion also explores the limits of digital engagement, the continuing value of face-to-face interaction, the effects of social-media misinformation, changing attitudes towards public debt and growing pressures on enforcement employees. It examines the emergence of first-time debtors and the need to move from a narrow enforcement model towards one based on understanding individual circumstances and identifying workable solutions.

A final theme is data: enforcement providers frequently begin with limited information, while fragmented data across local authorities can make collections less efficient and require customers to disclose sensitive vulnerability information repeatedly.

The discussion identifies improved data sharing, combined with human judgement, as an important opportunity for improving both outcomes and customer experience.

More insights and videos at https://www.ro-ar.com

Affordability Data in the Consumer Duty Era

Sun, 16 Aug 2026 00:00:00 +0100

This discussion examines how financial-services organisations can use more granular and timely data to improve affordability assessment, credit risk management, vulnerability identification and collections.

Paul Moran, Head of Analytics at DutifulData, discusses the limitations of traditional credit-bureau, ONS and open-banking information and explains how application-level data can provide greater insight into individual circumstances and emerging financial stress.

The conversation also explores Consumer Duty evidencing, repayment intent, sustainable arrangements, forward-looking affordability and the growing role of AI in creating more personalised customer outcomes.

More insights and videos at https://www.ro-ar.com

Rethinking Collections with Agentic AI

Sun, 02 Aug 2026 00:00:00 +0100

In this discussion with Ade Fatukasi and Selom Mortty from Sarah we explore how agentic AI could reshape credit and collections, moving the industry beyond task automation towards configurable digital employees.

The conversation examines conversational outreach, decision-making, compliance monitoring, vulnerability identification, customer transparency and human oversight.

It also considers implementation strategy, workforce concerns, AI-to-AI communication, API-enabled services and the competitive threat posed by AI-native businesses.

More insights and videos at https://www.ro-ar.com

Local Government Contact Strategies: Time for a Rethink?

Sun, 26 Jul 2026 00:00:00 +0100

Dan Pearce from Telsolutions discusses how local authorities are modernising resident communications, collections and customer engagement. Local Authorities are seeing rising cost and declining effectiveness of post, changing customer expectations, fragmented legacy systems and the operational barriers to digital transformation.

We discuss practical approaches including departmental pilots, verified RCS messaging, WhatsApp, robotic process automation and generative AI virtual assistants.

Also explored are the forthcoming changes to council tax collection, the need for earlier and more proactive engagement, and how technology could help local authorities manage increasing service demand without corresponding increases in resources.

More insights and videos at https://www.ro-ar.com

Video, AI and the Human Touch

Sun, 12 Jul 2026 00:00:00 +0100

Matt Copper from Textra Video discusses the changing role of video in business communication, how technology, AI and automation is changing video production.

The conversation covers the importance of script quality, production values, editing, brand protection and audience engagement.

It also explores how Textra Video combined artist-created assets with software automation to make video more accessible for organisations, particularly for learning, training, explainers, marketing and customer communication.

The discussion ends by considering personalised video, messaging-based distribution and the continued role of human creativity.

More insights and videos at https://www.ro-ar.com

The Future of AI in Compliance

Sun, 05 Jul 2026 00:00:00 +0100

Shuweib Abdulrehman from Regulaitor discusses the evolution of AI in quality assurance, compliance monitoring and customer journey oversight in financial services.

Firms are adopting AI at different speeds and where traditional manual sample checking continues it is constraining oversight. The discussion explores how AI can move QA beyond transcription and basic sentiment analysis towards policy-aware, product-aware and regulation-aware assessment.

AI can help firms review more calls, identify vulnerability markers, assess affordability discussions, support Consumer Duty reporting and provide faster insight into adviser performance.

More insights and videos at https://www.ro-ar.com

Flexible Repayments: The Future of Collections

Sun, 14 Jun 2026 00:00:00 +0100

Rob Tyrrell, co-founder of Haboo Money, explains how changing income patterns, gig economy work, supplementary income and unpredictable earnings create challenges for traditional monthly repayment models.

The discussion explores how personalised repayment tools, digital wallets, self-service journeys and data-led insights can help customers remain on track, reduce missed payments and support better outcomes.

It also considers the role of open banking, real-time dashboards, AI, API costs, data security and integration with legacy lender systems.

More insights and videos at https://www.ro-ar.com

B2B Credit: Protecting Cash in Uncertain Times

Sun, 24 May 2026 00:00:00 +0100

Luke Sculthorp, Commercial Director for the UK and Ireland at My DSO Manager, about the changing dynamics of B2B receivables, arrears management and commercial credit.

He explores cash pressure, overdue debt complexity, dispute management, geopolitical risk, automation, customer segmentation, credit judgement, data integration and the future role of technology in empowering credit teams.

The discussion positions receivables management as an increasingly strategic function requiring stronger data, better process design and careful use of automation.

More insights and videos at https://www.ro-ar.com

Early Support - Better Outcomes with Local Government

Sun, 17 May 2026 00:00:00 +0100

Tracy Stone, Director of Welfare Together, is focused on public sector debt, welfare support and early intervention in local authority collections. This episode we explore why households are falling into arrears, how council tax and utility debts differ from consumer credit, and why middle-income customers are increasingly affected by cost-of-living pressures.

The discussion highlights the need for earlier engagement, income maximisation, benefit checks, single-customer views, better financial education and a more preventative approach to collections. It also considers the role of AI in identifying customers who need support, while emphasising that human judgement and empathetic conversations remain central to effective customer outcomes.

More insights and videos at https://www.ro-ar.com

Getting Ahead with AI Adoption

Sun, 19 Apr 2026 10:00:00 +0100

Zandra Moore and Charlie Bartle explore how organisations, particularly in financial services, are moving from AI curiosity to implementation. The discussion focuses on where firms currently stand, why many executives feel pressure to act, and why the real constraint is often not technology but education, prioritisation and change management.

They argue that the strongest early returns come from practical internal use cases, especially those that improve operational workflows, unlock institutional knowledge and support compliance.

They also discuss the evolution from chat-based tools to assistants and agents, the need for governance and human involvement, and why firms should start with simple, low-risk experiments rather than waiting for perfect certainty.

More insights and videos at https://www.ro-ar.com

The Truth About Affordability

Sun, 12 Apr 2026 00:00:00 +0100

Lee Healey, CEO and founder of IncomeMax, dicusses on affordability, vulnerability, income maximisation and the future of customer support in financial services. It explores how the cost of living, low income, health issues and changing social conditions are affecting households, and considers what financial institutions and government should do in response.

A major theme is the balance between human support and digital innovation, including the use of AI to scale customer service while preserving empathy, judgement and inclusion. Overall, institutions can design more humane, effective and resilient support systems for customers facing financial strain.

More insights and videos at https://www.ro-ar.com

Tread Carefully: Regulatory Uncertainty - Retrospective Risk

Sun, 05 Apr 2026 10:00:00 +0100

Jason Wassell from the CCTA podcast discusses the outlook for the UK alternative consumer credit sector through the perspective of the Consumer Credit Trade Association.

It focuses on the pressures facing specialist lenders, including affordability stress, motor finance redress, complaints reform, buy now, pay later regulation, Consumer Credit Act reform, and the broader need for greater regulatory certainty.

A recurring theme is how smaller lenders can continue to serve underserved customers while managing layered regulatory obligations, operational complexity and emerging technology such as artificial intelligence.

More insights and videos at https://www.ro-ar.com

Why Payment Innovation Fails

Sun, 05 Apr 2026 00:00:00 +0100

Mike Hutchison discusses the evolution of UK payments, centred on the enduring strength of direct debit and the practical implications of newer payment models such as open banking, pay by bank and variable recurring payments.

He examines why direct debit has remained so successful, highlighting its strong consumer understanding, low-cost economics, dependable performance and disciplined brand execution.

The discussion also explores where newer payment methods add value, particularly for customers who want more control or have irregular income patterns.

More insights and videos at https://www.ro-ar.com

Beyond AI Hype: What Digital Transformation Really Means

Sun, 22 Mar 2026 00:00:00 +0000

In this episode, with Mark Pearce, we explore how AI is moving from hype to real-world implementation across financial services and beyond. We discuss the importance of strong business cases, managing rising costs, and addressing risks such as bias and hallucinations.

The conversation highlights how AI can drive efficiency, unlock insights from data, and deliver personalised customer experiences at scale. However, it also emphasises the continued need for human oversight and the importance of maintaining trust and relationships in an increasingly automated world.

We also examine emerging trends, including the shift towards open-source models, the challenges of scaling AI within organisations, and how firms can take a pragmatic, test-and-learn approach to adoption.

Ultimately, this episode provides a balanced perspective on how organisations can harness AI to remain competitive while ensuring responsible and customer-centric innovation.

More insights and videos at https://www.ro-ar.com

Financial Inclusion: Credit Union model working well

Sun, 22 Feb 2026 00:00:00 +0000

In this discussion with Matt Bland, the Chief Executive of the Association of British Credit Unions, ABCUL; Matt explores the future of the UK credit union sector.

He examines consolidation trends, regulatory reform, common bond changes, savings innovation, digital transformation, fintech collaboration, financial resilience challenges, and the government’s commitment to financial inclusion and sector growth.

More insights and videos at https://www.ro-ar.com

AI in Business: What is really happening?

Sun, 01 Feb 2026 00:00:00 +0000

We dive into the rapid evolution of artificial intelligence with John Welsh, co-founder of True Worth AI.

John discusses the transition from AI as a question-and-answer tool to autonomous agent systems capable of economically viable work. From a consumer-facing novelty into an enterprise transformation force.

The conversation addresses governance, data quality, regulatory developments, enterprise readiness, and the redesign of operating models around AI-enabled workflows.

The discussion highlights the shift towards small, specialist models, the emergence of compound agent systems, and the growing need for AI literacy and operational oversight. It also examines the broader implications for the future of work, digital commerce, and the structure of the internet itself, positioning 2026 as a critical year in moving from experimentation to demonstrable business value.

More insights and videos at https://www.ro-ar.com

The Future of Bill Payments

Sun, 01 Feb 2026 00:00:00 +0000

Ben Williams from JOYnt, Ben discusses the evolution of consumer payments, focusing on some of the limitations of traditional direct debit, the role of open banking, and the growing need for flexible, consumer-led payment experiences.

The conversation explores how payment behaviour data can improve affordability insight, reduce fail payments, and deliver better outcomes for both consumers and businesses.

More insights and videos at https://www.ro-ar.com

Reputation, Regulations and Reality: What the Public Really Thinks

Sun, 25 Jan 2026 00:00:00 +0000

In this discussion with James Crouch from Opinium we chat about insights into public perception of the UK collections industry, researched for the Credit Services Association.

Key topics include the challenges of maintaining a positive reputation, the role of clear communication, and the impact of the cost-of-living crisis.

The conversation highlights the value of ongoing public perception research and the opportunities for the collections industry to improve its public image through targeted communication and advocacy. It also touches on the use of data and AI tools for enhancing industry practices.

More insights and videos at https://www.ro-ar.com

S-Curves, Slowdowns and Surprises

Sun, 11 Jan 2026 00:00:00 +0000

An update with futurist and psychologist Graham Norris on how organisations and individuals should think about rapid change.

A focus on AI’s transition from hype to deployment, the behavioural risks of over-reliance, and how firms can maintain judgement and differentiation as AI becomes normalised.

More insights and videos at https://www.ro-ar.com

Changing Perceptions : Collections Support

Sun, 23 Nov 2025 00:00:00 +0000

An in-depth conversation with Chris Leslie, Chief Executive of the Credit Services Association, examining how the UK collections industry has evolved, the gap between public perception and operational reality, and the regulatory and economic pressures shaping the sector.

The discussion explores customer engagement dynamics, the rise of digital and AI-enabled communication, misinformation challenges, credit market conditions, regulatory costs and future reforms. It offers a strategic view of the issues senior financial services leaders should monitor as the collections landscape continues to transform.

More insights and videos at https://www.ro-ar.com

Paying Attention to Focus, Engagement and Action

Sun, 09 Nov 2025 00:00:00 +0000

A discussion with Dr Ali Goode a cognitive scientist, interrogating contemporary notions of attention and engagement in advertising and operational contexts.

The discussion differentiates looking from cognitive attention, criticises overreliance on proxy measures (eg, webcam eye-tracking), and sets out practical principles — fluent processing, single-message design, heuristic use, rapid initial engagement and sequenced communications — for motivating behavioural responses.

The conversation explores the implications for credit risk and collections, the limits of AI and synthetic data, and the need to codify experimentally validated communication patterns.

More insights and videos at https://www.ro-ar.com

AI and the Future of Outsourcing

Sun, 05 Oct 2025 00:00:00 +0100

In this episode, Chris Hague, SVP at Bill Gosling Outsourcing, discusses the role of AI in the BPO and collections industry.

The conversation explores the evolution of AI from RPA-style automation to large language models, cultural and operational challenges in adoption, client risk concerns, and the balance between efficiency and customer experience.

Key themes include the shift from cost-per-seat to cost-per-outcome, the future of ring-fenced models, the importance of risk management, and the broader societal impact of automation.

The discussion positions AI as both a transformative enabler and a frontier filled with challenges requiring structured, controlled approaches.

More insights and videos at https://www.ro-ar.com

Managing Business Supplier Risk - Real Time

Sun, 21 Sep 2025 00:00:00 +0100

A discussion with Alan Nagel, CEO and founder of KYP, where Alan explores how continuous, change-driven monitoring, behavioural analytics, and graph-based techniques can strengthen supplier resilience and financial crime defences.

The discussion covers post-pandemic supply-chain complexity, regulatory expectations, AI-enabled fraud, API/open-banking risks, cultural and organisational barriers, and the imperative to move from periodic checks to real-time, auditable oversight.

More insights and videos at https://www.ro-ar.com

Evolution and Opportunity In Customer Feedback

Sun, 14 Sep 2025 09:00:00 +0100

Caroline Wells discusses the evolving landscape of complaints handling and customer experience. We explore the societal drivers of complaints, cultural attitudes within firms, and the tension between automation and human insight.

The discussion examines the influence of media and claims management companies, proposed Ombudsman fee reforms, and potential FCA–FOS alignment.

Lessons from other sectors can highlight the importance of inclusive design, flexibility, and transparent communication. The central theme is reframing complaints as strategic intelligence and embedding service design around real-life customer needs.

More insights and videos at https://www.ro-ar.com

Why don't we see great ads anymore - and what to do about it!

Mon, 08 Sep 2025 18:00:00 +0100

In this discussion Orlando Wood (Chief Innovation Officer, System1) explains how advertising effectiveness hinges on the interplay between showmanship and salesmanship.

He traces back to a change in 2005–2006, a digital pivot, after which we have seen the erosion of emotional creativity. Orlando explains the power of fluent devices, platform-specific behaviours (including TikTok), the 3 Fs framework, the true nature of creativity, and the enabling—albeit maybe limited—role of AI.

More insights and videos at https://www.ro-ar.com

Needing Support - Vulnerability Evolution

Sun, 03 Aug 2025 00:00:00 +0100

This in-depth discussion with Chris Fitch, a leading authority on consumer vulnerability, discusses the evolution of vulnerability thinking in financial services over the past two decades.

The conversation explores how regulation, culture, innovation, and operational practices have matured in the UK, placing it as a global leader in this space.

Chris reflects on the transition from broad definitions of vulnerability to more actionable support needs, highlights the critical role of data and staff capability, and outlines next steps including data portability, sector-wide collaboration, and a greater focus on measurable outcomes.

More insights and videos at https://www.ro-ar.com

Remote Working - and - Walking

Sun, 27 Jul 2025 00:00:00 +0100

This interview features a reflective conversation with Ant Ackers, the founder of Mountain Boardroom, an initiative that uses outdoor experiences to help business leaders break free from the daily grind and reconnect with strategic thinking, trust-building, and authentic relationships.

The discussion explores the intersection of leadership development, entrepreneurship, and the human need for connection, offering insights into how nature-based coaching can reshape how we collaborate, reflect, and lead in a post-pandemic, digitally accelerated world.

More insights and videos at https://www.ro-ar.com

Training and Knowledge Retention: AI Perspectives

Sun, 06 Jul 2025 16:00:00 +0100

Adrian Harvey, CEO of Elephants Don’t Forget, shares insights on the failures of traditional training methods, the importance of personalisation in learning, and the impact of hybrid work on knowledge retention.

The conversation also examines the evolving role of AI in compliance, customer service, and employee support, highlighting how firms must rethink training strategies to adapt to a rapidly changing environment.

Explore the challenge of information overload, increasing workplace complexity, and the role of AI in improving employee performance and regulatory compliance.

More insights and videos at https://www.ro-ar.com

Discovering Vulnerability - Leaning on Data to help

Sun, 29 Jun 2025 00:00:00 +0100

This interview features Stuart Murgatroyd, CEO of Data on Demand, discussing the evolution of data use in financial services to better identify and support vulnerable customers.

It explores how regulatory changes, particularly from the FCA, have pushed firms to seek richer, more diverse data sources beyond traditional credit reference agencies.

The discussion covers innovative products like "Know Your Vulnerable Customer," which aggregate multiple external datasets—such as high-cost loan applications, bereavement, insolvency, and mental health registers—into a holistic vulnerability profile aligned with FCA characteristics.

Stuart highlights practical use cases, challenges in data completeness, and the increasing importance of early identification to prevent harm and improve customer outcomes. It also touches on the future trajectory of vulnerability data, including the integration of AI and the need for ongoing data governance to meet evolving regulatory expectations.

More insights and videos at https://www.ro-ar.com

Guiding across a Galaxy of Support Services

Sun, 08 Jun 2025 00:00:00 +0100

Cat Divers, CEO of the National Support Network (NSN), discusses the evolving support services landscape in the UK. The discussion explores how NSN’s Support Hub is helping organisations—from corporates to charities—guide individuals to the right help, fast.

Themes include trends in digital vs. in-person support, challenges in accessibility, personalisation, the importance of timing in support journeys, and how corporates are responding to increasing vulnerability in customer populations.

The discussion also addresses how NSN uses data and design to simplify a complex landscape and drive both operational and societal impact.

More insights and videos at https://www.ro-ar.com

Small changes - yield big insights: Vulnerability Support

Sun, 04 May 2025 22:00:00 +0100

Savannah Price, CEO and Founder of Serene, discusses how financial data – particularly open banking data – can be useful for detecting and acting on early signs of customer vulnerability.

Behavioural analytics tools, with rich data can now help financial institutions identify stress and life events through subtle shifts in spending behaviour.

The discussion covers the evolving ecosystem around vulnerability, customer trust, probabilistic modelling, integration challenges, and the future potential of vulnerability data across multiple sectors.

More insights and videos at https://www.ro-ar.com

Getting Traction in Financial Services - How to progress

Sun, 27 Apr 2025 00:00:00 +0100

Brendan Gilmore, Managing Director of BPG Strategy, discusses the interplay between fintech innovation and traditional banking.

Drawing from two decades in the banking industry and eight years advising fintechs, he provides a nuanced view of selling into financial services, the cultural and operational barriers faced by fintech vendors, and the evolving demands of banks.

Covering digital transformation, AI, embedded finance, partnerships, decision-making in large institutions, and strategies for navigating complex financial ecosystems, the conversation offers pragmatic insights for technology providers aiming to gain traction within financial services.

More insights and videos at https://www.ro-ar.com

Empathy and Data - Managing Vulnerability Complexity

Sun, 13 Apr 2025 00:00:00 +0100

A discussion with Andrew Gething, Founder and Managing Director of MorganAsh, on the challenges of managing customer vulnerability across financial services and other sectors.

The conversation explores how vulnerability management has evolved—from simplistic flagging to more nuanced, data-driven, and empathetic approaches—and highlights operational, regulatory, and technological barriers.

It also delves into the FCA’s Consumer Duty, the role of AI, and how firms can use customer understanding to drive both compliance and strategic advantage.

More insights and videos at https://www.ro-ar.com

Hitting the Real Time - Accurate, timely bureau reporting

Sun, 30 Mar 2025 00:00:00 +0000

James Bryce-Lind, Founding Commercial Director at InFact, the UK’s challenger credit bureau discusses transformative impact of real-time data on credit decisioning and the challenges posed by legacy systems.

He explains some of the innovations InFact is bringing to market to support financial inclusion, especially for thin-file and subprime consumers, and why this is needed.

More insights and videos at https://www.ro-ar.com

Colliding Cultures? Ensuring Effective Communication

Sun, 23 Mar 2025 00:00:00 +0000

Caroline Lewis, Centre Director at Richard Lewis Communications, discussed the Lewis Model and the critical importance of cross-cultural understanding in a globalised business world.

Drawing on the work of linguist Richard D. Lewis and the seminal book When Cultures Collide, the discussion explores how cultural norms shape communication, decision-making, and trust. The discussion addresses some of the practical challenges for professionals navigating global teams, mergers, and customer engagement, especially in remote or hybrid work environments; providing actionable insights for leaders managing multicultural teams and expanding into new markets.

More insights and videos at https://www.ro-ar.com

Being Up to Date - Current Trends in Affordability

Sun, 23 Feb 2025 00:00:00 +0000

Andy Johnson, Client Partner at 4Most, explores the evolving affordability landscape in the UK. The discussion covers emerging trends in consumer spending, the impact of inflation, and the need for real-time data in credit decisioning.

Key topics include the affordability pressures on lower-income households, the ongoing structural changes in consumer behaviour, and how lenders can adapt their models to better assess financial resilience.

Andy provides some critical insights for financial services professionals navigating the shifting economic landscape in 2025.

More insights and videos at https://www.ro-ar.com

Debt Servicing and Trends across South America

Sun, 16 Feb 2025 00:00:00 +0000

Catalina Luna Kisic explains the debt servicing and collections landscape in South America, focusing on key markets, economic drivers, regulatory environments, and technological advancements.

In this discussion she provides insights into portfolio sales, SME lending trends, fintech disruption, and AI adoption in collections, highlighting the growing role of WhatsApp in borrower engagement, the impact of economic cycles on NPLs, and the regulatory stability that makes Peru an attractive market for international investors.

More insights and videos at https://www.ro-ar.com

New Tech, New Trends? Contact Centre Dynamics

Sun, 09 Feb 2025 00:00:00 +0000

Gavin Stewart from VCC Live discusses the latest trends and technologies in the contact centre industry, particularly in the financial services sector.

In this conversation, he highlights the integration of AI and machine learning, the adoption of multichannel communication strategies, and the regional variations in technology uptake.

The discussion also covers the evolving role of human agents in the backdrop of technological advancements and the strategic implications for managing customer interactions in financial services.

More insights and videos at https://www.ro-ar.com

Forecasting the Future: Assessing new Technologies

Sun, 02 Feb 2025 00:00:00 +0000

Steve Suarez, CEO of Horizon X Consulting, explains some of the best practices he uses in the identification of emerging technologies and how to integrate them in order to generate business transformation.

The discussion covers the evolution of AI, the growing significance of quantum computing, and the role of innovation in shaping the future of industries, particularly financial services.

Steve shares insights into managing technological complexity, the importance of governance, and the opportunities presented by trends such as small AI models, quantum computing and even space technologies.

More insights and videos at https://www.ro-ar.com

Digital Transformation and Affordability

Sun, 26 Jan 2025 00:00:00 +0000

Mark McElvanney, Client Services Director for IEHub, discusses the impact of regulatory changes, the importance of affordability assessments and innovative tools designed to support customers.

Key themes include the integration of benefits assessments, affordability data portability, and partnerships with third-party organisations to deliver seamless support.

The conversation highlights the challenges and opportunities presented by economic pressures and shifting consumer behaviours, while offering a forward-looking perspective on digital transformation and AI adoption in affordability processes.

More insights and videos at https://www.ro-ar.com

Digital Solutions for Financial Support

Sun, 19 Jan 2025 00:00:00 +0000

Loris Raimo, co-founder of Snorkel, discusses the transformation of financial support through digital innovation.

The conversation explores barriers to engagement, the potential of AI and chatbots, and the evolving needs of consumers in financial distress.

Key topics include the role of technology in bridging the gap between lenders and consumers, regulatory challenges, and opportunities to make debt support more accessible and effective.

With a focus on integrating proactive and scalable solutions, the dialogue highlights how the financial services industry can adapt to better serve vulnerable customers.

More insights and videos at https://www.ro-ar.com

AI, Automation, and Autonomous Agents

Sun, 12 Jan 2025 00:00:00 +0000

Hamid Motahari from UpBrains and Adi Hazan from Analycat delve into the evolution of robotic process automation (RPA) and the integration of artificial intelligence into workflows.

This discussion explores how automation technologies have advanced from simple workflows to intelligent systems that handle unstructured data and complex decision-making, together with the challenges of adopting AI, the role of transparency and governance, and the immense opportunity for businesses to optimise processes.

The session highlights the importance of a blended approach, combining traditional and innovative automation tools to drive efficiency, scalability, and compliance.

More insights and videos at https://www.ro-ar.com

AI Transformation in Contact Centres and Beyond

Sun, 24 Nov 2024 00:00:00 +0000

Martin Neilson from MEGA explores the integration of AI-driven voice bots in debt collection and customer service, focusing on how they enhance human operators’ efficiency rather than replacing them.

Ethical, regulatory, and market dynamics are all key considerations, however AI is due to have a significant role in omnichannel strategies, with rapid technological evolution... enabling sophisticated, personalised customer interactions.

More insights and videos at https://www.ro-ar.com

Evolution and the Future of Collections Tech

Mon, 18 Nov 2024 10:00:00 +0000

Andy Pritchard, Chief Strategy Officer for Telrock, examines the rapid evolution of collections technology. It covers key shifts from traditional mainframe systems to cloud-native platforms, the impact of AI and digital-first strategies, and the growing importance of compliance in an increasingly regulated industry.

He discusses how technological advancements in cloud and omni-channel communication are reshaping the collections landscape, highlighting the potential for AI to streamline operations and improve customer interactions, underscoring the need for preparedness amid economic uncertainties. Proactive investment is a strategic advantage.

More insights and videos at https://www.ro-ar.com

Revolutionising Customer Service: Future of AI and Chatbots

Sun, 17 Nov 2024 00:00:00 +0000

Adam Rathbone, Senior Sales Engineer at Boost AI, explores the evolving role of artificial intelligence in customer service, with a particular focus on messaging and chatbots.

He discusses the shift from rule-based to hybrid AI models, incorporating generative AI to enhance customer interactions while managing compliance and accuracy concerns.

There are implications of AI in regulated industries, especially financial services, where cost efficiency and customer experience drive automation adoption.

Adam delves into practical metrics for measuring AI impact, challenges of system integration, and the future of human-AI collaboration in customer service.

More insights and videos at https://www.ro-ar.com

Embracing a Digital-First Strategy

Sun, 03 Nov 2024 00:00:00 +0000

Nick Krauspe, Director of Compliance and Operations at InDebted, explores the adoption and implementation of digital-first strategies in debt collection.

He covers how Indebted applies a digital-first, data-driven approach to customer engagement, leveraging machine learning to personalise each interaction. The podcast delves into regulatory impacts, regional differences in digital adoption, and the delicate balance between digital channels and live human support.

Insights into AI and machine learning illustrate how these technologies enhance customer journeys while addressing compliance and vulnerability concerns, a clear view on digital transformation in collections.

More insights and videos at https://www.ro-ar.com

Navigating the Future: Riding the wave of uncertainty

Sun, 27 Oct 2024 00:00:00 +0100

Graham Norris, an organisational psychologist and futurist, discussing how professionals and organisations navigate uncertainty in a rapidly changing world.

The conversation touches on key themes such as binary thinking in response to complexity, the importance of long-term strategic foresight, and the role of imagination in scenario planning. It also delves into specific future concerns, such as the impact of AI, the growing importance of cybersecurity, and the disruptive potential of advances in personalised healthcare.

He provides insights for leaders on managing uncertainty and building resilience through thoughtful decision-making.

More insights and videos at https://www.ro-ar.com

Joy vs Toil: the Future of Hybrid Work and Employee Retention

Sun, 20 Oct 2024 00:00:00 +0100

Gaby Giessen from Boston Consulting Group, discusses work at BCG Henderson Institute on the future of work, particularly the relationship between employee joy, toil, and attrition.

Gaby explains what the research says about the importance of hybrid work models, the role of generative AI in reducing toil, and the need for continuous employee feedback. It highlights how organisations can drive better business outcomes by aligning work models and tools with employee preferences, while ensuring leadership adapts to evolving work norms.

There is a need for a balance between cost management and fostering employee satisfaction for long-term success.

Read the research -> https://www.bcg.com/publications/2024/joy-at-work-matters-more-than-you-realize

More insights and videos at https://www.ro-ar.com

Voice Analytics: Transformation and AI

Sun, 13 Oct 2024 00:00:00 +0100

Ian Taylor from Avoira explores advancements in voice analytics and AI-driven transcription technology, particularly within the financial services sector.
In this episode we discuss the impact of cloud computing and AI on real-time transcription, voice analytics, and compliance, with a focus on how these technologies are transforming customer service and operational efficiency.
The conversation highlights the benefits of AI in reducing agent wrap-up time, identifying vulnerable customers, and improving sales performance, while also cautioning about the challenges of managing large volumes of data.

More insights and videos at https://www.ro-ar.com

Real World Applications of Conversational AI

Sun, 29 Sep 2024 00:00:00 +0100

Russell Janab, from UmbrellaTech podcast discusses the integration of artificial intelligence (AI) into business operations, with a focus on customer service and collections.
He highlights the challenges, opportunities, and innovations around AI adoption, particularly hyper-realistic conversational AI, which is transforming how companies handle customer interactions.
The discussion also covers the global landscape of AI adoption, the role of AI in improving operational efficiency, and strategies businesses should consider to successfully implement AI while managing risks such as AI errors or "hallucinations."

More insights and videos at https://www.ro-ar.com

Effective PR: Shaping Financial Services (and Collections)

Sun, 22 Sep 2024 00:00:00 +0100

Oliver Chesher, MD of Galibier PR, explores the intersection of public relations (PR) and the financial services industry, focusing on the collections sector.
He discusses the challenges faced by collections firms, particularly in balancing their B2B relationships with lenders and the public perception of their activities. The conversation covers the shift from aggressive collection tactics to more empathetic strategies, the role of automation in improving efficiency, and the importance of financial literacy.
It also touches on how evolving media landscapes, including social media, are reshaping PR strategies, and how alliances across the industry can drive positive change.

More insights and videos at https://www.ro-ar.com

Funding and how to think about growing your business

Sun, 15 Sep 2024 00:00:00 +0100

Jon Keating discusses the shift toward efficient revenue growth, the increasing scrutiny of company valuations, and the strategic use of technology and advisory roles to navigate changing economic landscapes.

Jon is a board advisor with extensive experience in the office of the CFO across multiple large tech companies, focusing on trends in fundraising, business environment changes, and strategic market entries.

More insights and videos at https://www.ro-ar.com

Debt Collections: Insights Across Markets

Sun, 01 Sep 2024 00:00:00 +0100

Nick Cherry, COO of Phillips and Cohen, explores significant trends and strategic shifts in the probate and collection spaces of the financial services industry.

The discussion spans topics from global market operations and the impact of economic factors to the integration of AI and digital solutions in enhancing operational efficiency and customer engagement.

He also discussed key regulatory impacts and future market predictions and overview of the current and anticipated dynamics in the sector.

More insights and videos at https://www.ro-ar.com

Digital Adoption: Insights from Canada, the US and the UK

Sun, 04 Aug 2024 00:00:00 +0100

Sam Andary and Chris Warburton explore the evolving landscape of collections and recoveries in the financial services industry, focusing on trends and innovations across different markets, particularly in the wake of the COVID-19 pandemic.

This discussion features insights on the adoption of digital technologies, the professionalization of collections practices, and the varying approaches between the US, Canada, and the UK.

Key themes include the integration of AI and machine learning, the impact of economic factors on collections, and the regulatory challenges faced by the industry.

More insights and videos at https://www.ro-ar.com

The Digital Shift: Collections Strategies for a New Era

Sun, 14 Jul 2024 00:00:00 +0100

Steve Exton, from Firstsource discusses the evolving landscape of digital transformation in the collections and financial services industry, focusing on the adoption of digital technologies like AI and SaaS models.

He explores the impact of COVID-19 as a catalyst for digital strategies, the role of managed services, and the ongoing importance of human agents in complex scenarios, providing insights for senior managers on navigating these changes.

More insights and videos at https://www.ro-ar.com

Buzzwords or Real Solutions: What really matters

Sun, 07 Jul 2024 00:00:00 +0100

James Hill, CEO of Flexys, delves into current trends in the collections industry, emphasising the roles of AI, open banking, and core functionalities.

He notes that while innovation is eagerly discussed, fear of change and legacy systems often impede progress. Real-time technology adoption is increasing, enhancing customer engagement and operational efficiency.

He highlights the importance of data accessibility, predictive analytics, and machine learning, though human oversight remains crucial.

More insights and videos at https://www.ro-ar.com

Harnessing Data - Efficient Workflows and Decision Making

Sun, 09 Jun 2024 00:00:00 +0100

Daniel Gregory, Head of Partnerships at Invevo, shared insights into the recent developments in digital adoption and data integration within the company.

The conversation highlights the increasing emphasis on high-quality data and its impact on enhancing workflow processes and decision-making across businesses.

It also discussed the evolving perception and application of AI in industry practices, alongside the challenges and opportunities associated with transitioning to more advanced technological systems.

Watch the video here https://youtu.be/2VAda8HXitI

More insights and videos at https://www.ro-ar.com

Open Banking Developments - Updating Payments

Sun, 02 Jun 2024 00:00:00 +0100

Stefan van Calker from Tink discusses the latest developments in open banking and its increasing integration across various sectors.
He highlights the evolving landscape of open banking payments, their growing adoption, and the integral role of data integration in enhancing financial management. Emphasizing the benefits of inclusive payment methods, the strategic importance of preventing fraud, and the need for the UK to maintain its lead by adapting to European regulatory changes such as PSD3. The conversation also covered future developments in variable recurring payments and the potential for accessing broader data pools to enrich financial insights.

https://youtu.be/knFSTZzKvww

More insights and videos at https://www.ro-ar.com

Clouds, Calls, and the AI Revolution - Contact Centre Edition

Sun, 05 May 2024 00:00:00 +0100

Fred Stacey, CEO of Cloud Tech Gurus, discussed the dynamic evolution of technology in contact centers, focusing on the shift towards cloud computing and artificial intelligence (AI).

He emphasises the broader implications of these technological advances on business operations, workforce dynamics, and economic strategies in a rapidly changing global environment.

Find more at https://www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Artificially Speaking - Exploring AI's Impact

Sun, 28 Apr 2024 00:00:00 +0100

David Marr discusses the evolving role of artificial intelligence (AI), particularly large language models, in society and industry.

This interview highlights AI's transition from a niche interest to a pervasive topic, exploring its impact on jobs and societal changes, the waning novelty, and the shift towards finding substantial, impactful applications.

More here -> https://www.ro-ar.com/artificially-speaking/

More insights and videos at https://www.ro-ar.com

The Evolving Landscape of Digital Security

Sun, 07 Apr 2024 00:00:00 +0100

Kevin Prone from FourNet, together with Kevin Still, discusses the escalating threats in cybersecurity, highlighting the rapid advancement and sophistication of cyber-attacks, especially in light of recent events like the COVID-19 pandemic which accelerated digital transformation. They discuss the challenges of ensuring digital security in this fast-evolving landscape, including the implications for both corporations and consumers, the importance of multi-factor authentication, governance frameworks, and the potential need for more in-person interactions to establish trust in the digital age.

Find more here https://www.ro-ar.com/

More insights and videos at https://www.ro-ar.com

Tech Innovations Transforming Credit Union Services

Sun, 17 Mar 2024 00:00:00 +0000

In this conversation with Andrew Duncan, CEO of SOAR, a platform supporting credit unions and CDFIs, we discuss insights into the evolving landscape of credit unions in the wake of the cost of living crisis and technological advancements.

Andrew highlights the shift in borrowing purposes towards essential needs, the challenge of technology adoption, the significance of community bonds, and the potential growth of the credit union sector through technological innovation and consolidation.

Find more at - https://www.ro-ar.com/

More insights and videos at https://www.ro-ar.com

An Insight into the Modern World of Enforcement

Sun, 10 Mar 2024 00:00:00 +0000

In this conversation with Russell Hamblin-Boone, CEO of the Civil Enforcement Association, we discuss some of the innovations that have been reshaping the sector, highlighting significant regulatory changes, the introduction of the Enforcement Conduct Board, and the nuanced approaches to debt collection in a post-pandemic society.

The conversation sheds light on the complexities of modern enforcement practices, the impact of technology, and the evolving relationship between enforcement agencies, debtors, and the broader community.

More at : https://www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Burnout to Balance: Insights and Strategies for Modern Leaders

Sun, 25 Feb 2024 00:00:00 +0000

In this conversation with Deborah Bulcock, an executive coach, we discuss her insights on transitioning from corporate life to running her own coaching business since 2018.

She discussed the challenges of balancing marketing, sales, and client work, emphasizing the importance of networking and finding effective business development strategies.

Reflecting on her work we also discuss covered stress, burnout, and the impacts of remote working. An advocate for self-awareness, incremental change, and seeking support to manage stress effectively, Deborah explains here perspective, sharing some techniques to help.

Find more here -> https://www.ro-ar.com/

More insights and videos at https://www.ro-ar.com

Enhancing Communications Clarity - Peter Wordsworth, Consumer Duty Services

Sun, 11 Feb 2024 00:00:00 +0000

Peter Wordsworth, from Consumer Duty Services, shares his insights on the evolving landscape of debt advice, the pivotal role of technology, and the impact of regulatory changes on the sector.

With an emphasis on the current economic pressures, he highlights the challenges and opportunities within debt advice, emphasizing innovation, the adoption of digital solutions, and the importance of data-driven decisions.

Peter sheds light on the shifts in consumer behavior and creditor expectations but also outlines the potential path forward for enhancing debt advice services and insolvency processes.

Find more here -> https://www.ro-ar.com/

More insights and videos at https://www.ro-ar.com

Helping Customers and Clients with Service Visits and Data

Sun, 11 Feb 2024 00:00:00 +0000

Gary Jones, Managing Director of Verify, delves into the evolving landscape of field services in the financial and utility sectors, emphasizing a shift from traditional debt collection to a more nuanced approach focusing on customer support and data collection. He discusses the impact of recent socio-economic changes on customer vulnerability and the integration of technology in field services.

More here https://www.ro-ar.com

More insights and videos at https://www.ro-ar.com

A new era of money management: Changing generational views

Sun, 21 Jan 2024 00:00:00 +0000

In this interview, Bob Winnington, CEO of the Money Advice Liaison Group, discusses the group's recent conference, focusing on the evolving demographics of debt management.
Keynote speakers addressed generational differences in debt handling, the impact of digital technologies, and regulatory challenges with the conference highlighting a lack of financial education and the need for more proactive approaches.
The discussion also covered the rise in mortgage rates and income maximization strategies.

More insights and videos at https://www.ro-ar.com

A great tradition with very modern challenges

Sat, 23 Dec 2023 00:00:00 +0000

In this insightful interview, Nick Christmas from North Pole Enterprises discusses the evolving challenges and trends in the world of Christmas magic.

The conversation covers how they are trying to adapt to modern demands, technological advancements, environmental concerns, and the future of celebrations.

more here -> https://www.ro-ar.com/north-pole-enterprises/

More insights and videos at https://www.ro-ar.com

Decisioning, Data : Using the Right Tools

Sun, 17 Dec 2023 18:00:00 +0000

In this conversation, Adi Hazan, from Analycat, explores the intricate dynamics of decision-making in the data-driven world.

The discussion around AI and its impact on various industries delves into the evolution of decision logic, the human brain's role in AI decision-making, and the challenges posed by data overload and bias.

It also further discusses the environmental and operational costs associated with large-scale AI systems, emphasizing the need for a balanced approach that synergizes AI capabilities with human expertise.

More at https://www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Improving Communication Intelligibility

Sun, 10 Dec 2023 20:00:00 +0000

In this discussion, Ewan Willars from Amplified Global discusses the nuanced differences between readability and intelligibility in customer communications, particularly in the context of legal and financial services.

The discussion explores the implications of these concepts for consumer understanding, legal compliance, and effective communication.

Emphasizing the importance of intelligibility over mere readability, the conversation delved into the challenges and future directions of customer communications, highlighting the role of AI and innovative approaches in enhancing consumer comprehension and decision-making.

More at www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Digital Transformation: Improving Value Exchange

Sun, 03 Dec 2023 00:00:00 +0000

In this discussion, Graham Hill, a senior associate at Optimum Partners, shared his insights on service quality, decisioning, governance, and value exchange, particularly in the context of open banking.

The conversation covers the impact of regulatory frameworks like the UK's Consumer Duty on retail financial firms, the role of customer-oriented innovation, and the importance of understanding customer jobs and outcomes.

We also got to discuss cultural differences in service perception and the evolving role of technology in enhancing user experience.

https://www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Future Tech Trends: An insiders view of the market

Sun, 26 Nov 2023 00:00:00 +0000

In this full interview with Harrison Goode and Oliver Sully from Edge Tech they discuss the future of technology, share their insights on AI, automation, and the evolving job landscape.

Touching upon topics like chatbots, low-code solutions, remote work, and the ever-changing tech landscape they offer differing perspectives on the pace of technological advancement, but agree that continuous learning and adaptability are key to staying ahead in the tech world.

www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Positively Changing Behaviour - Science and AI

Sun, 12 Nov 2023 00:00:00 +0000

In this interview, Hanif Joshaghani, CEO of Symend, discusses the transformative potential of artificial intelligence (AI) and natural language processing (NLP) in various industries including Financial Services and Telecommunications.

He emphasizes the growing importance of data and analytics in decision-making processes, which can be used to understand and transform outcomes.

Hanif also highlights the evolving role of professionals in data-centric fields and encourages individuals to stay updated with AI advancements. There is still a big role to play and staying up to date is essential to maximise the opportunity.

More insights and videos at https://www.ro-ar.com

Managing Change and Building Resilience Together

Sun, 05 Nov 2023 00:00:00 +0000

In this new interview with Rob Tyler we discuss how taking a look at the bigger picture can really help us deal with the change that is upon us.

In today's fast-paced and ever-changing world, building resilience is crucial for individuals and organizations. The conversation highlights the importance of having a resilient mindset when facing unexpected situations and navigating uncertainty. Rob emphasises that seeking certainty can lead to anxiety, while a mindset of resilience can foster confidence and optimism in dealing with change.

Find more at -> www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Revolution: Future of Credit Unions and Community Finance

Sun, 22 Oct 2023 00:00:00 +0100

In this interview, Andrew Rabbitt, the CEO of incuto, discusses the role of credit unions in providing affordable financial services and their community-focused approach.

He emphasizes the importance of credit unions in offering accessible financial services, particularly to underserved populations. He also highlights the need for these organizations to balance their community-oriented ethos with the necessary business operations to ensure sustainability.

Furthermore, there is potential for credit unions to use data and intelligence to better serve their communities and adapt to changing consumer needs.

More at http://www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Revolutionising Debt Collections: Unveiling the Digital Future

Sun, 08 Oct 2023 16:00:00 +0100

In this discussion, Trent McKendrick discusses the digitization of the collections industry in the United States. Collections is an evolving landscape and the role of technology, especially artificial intelligence (AI), in streamlining and enhancing the process is becoming increasingly important.

The discussion touches on topics such as predictive modeling, chatbots, personalized messaging, and the increasing use of automation. The importance of AI in personalizing communication and streamlining account management for small businesses is an emphasis for the future.

Find more at https://www.ro-ar.com/

More insights and videos at https://www.ro-ar.com

A powerful way to link and query relationships and data

Sun, 01 Oct 2023 00:00:00 +0100

In this interview, Jim Webber, Chief Scientist at Neo4j, discusses the growing importance of graph databases in the world of data analytics and artificial intelligence (AI).

He highlights how graph databases are becoming a critical tool for organizations to uncover insights from complex relationships within their data. He emphasizes that as data continues to grow in size and complexity, graph databases offer a unique approach to modeling and querying interconnected data, leading to more accurate predictions and insights.

Find more insights at http://www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Speed, Trust and Innovation: Unpacking the Payment Landscape

Sun, 17 Sep 2023 15:00:00 +0100

In this video, Justin Hanna from Acquired.com discusses the future of payments, particularly focusing on card payments, bank transfer and open banking.

Justin highlights the factors influencing the adoption of new payment methods, including trust, cost, and customer preferences. He emphasizes the importance of understanding customer behavior, educating businesses on the payment journey, and addressing declined transactions.

More insights and videos at https://www.ro-ar.com

Navigating Economic Uncertainty: Tech Solutions for Financial Operations

Sun, 10 Sep 2023 00:00:00 +0100

In the latest episode, Billy Holliday from Invevo delves into the world of collections and credit control, emphasizing the power of technology in optimizing what is a critical business function. He discusses the impact of interest rates, the importance of automation, and the role of digital communication in today's business landscape. Key takeaways include the need for agility in uncertain economic climates, the value of AI-driven recommendations, and the importance of auditability in AI decision-making. With a focus on creating predictability and early warning signs, businesses are urged to invest in technology to prepare for the challenges and changes on the horizon.

More insights and videos at https://www.ro-ar.com

Levelling the playing field - Data centric design

Sun, 03 Sep 2023 00:00:00 +0100

In this discussion, Hemant Patel discusses the transformative power of data analytics and its increasing role in business decision-making.

He highlights the rapid evolution of large language models and generative AI, emphasizing the need for robust governance and regulation. The conversation underscores the importance of data literacy across organizations, ensuring data-driven decision-making becomes more prevalent.

There is the potential for data science to level the playing field for businesses, both big and small. Hemant discusses Anumana's Code Academy initiative, aimed at equipping the next generation with vital coding skills, particularly in Python.

More insights and videos at https://www.ro-ar.com

Enhancing Collections Strategies for Digital Engagement

Sun, 27 Aug 2023 00:00:00 +0100

In this conversation with Pedro Maya we discuss optimizing collection strategies in the evolving digital landscape, especially in the North American context.

The discussion covers the use of digital SMS channels for engagement, the impact of legal concerns, and the importance of early engagement in effective collections. Strategies for handling high-risk customers, leveraging artificial intelligence (AI), and aligning employee incentives with customer needs are explored.

There is an emphasis on continuing investments in collections and technology, suggesting an omnichannel approach and addressing legal issues for successful outcomes.

More insights and videos at https://www.ro-ar.com

Exceeding Customer Expectations UK - Telephony still critical

Sun, 20 Aug 2023 16:00:00 +0100

In this conversation with Steve Morrell we discuss the findings of a customer survey on contact center trends, focusing on the preference for phone support and the significance of human connection.
He highlights the value of empathy and listening skills in contact center agents, emphasizing the role of these qualities in providing effective customer service.
The conversation delves into the shift in customer channel preferences during the pandemic, the rise of AI-assisted agents, and the complex dynamics of channel choices.

Find the survey results here
https://www.contactbabel.com/exceeding-uk-customer-expectations

More insights and videos at https://www.ro-ar.com

Energy Insights: Navigating Rising Prices and Consumer Impacts

Sun, 13 Aug 2023 00:00:00 +0100

The energy and utility industry is undergoing significant changes, with renewable energy sources gaining dominance and increasing emphasis on consumer engagement.

In this video Ian Parry, from Future Leaders, explores key challenges and opportunities in the sector, including the impact of price caps, hedging strategies, and the evolving role of consumers as energy generators.

He discusses the need for better infrastructure to handle renewable energy surges and highlights the importance of addressing financial stress and vulnerability among consumers.

Furthermore, he touches upon the convergence of practices between financial services and utilities, highlighting the importance of customer treatment and diversity and inclusion initiatives. Overall, emphasizing the need for transparent, authentic, and inclusive leadership in navigating the changing landscape of the industry.

More insights and videos at https://www.ro-ar.com

[BONUS]: Embracing Nuance and Complexity in the Age of Data Analytics

Sun, 06 Aug 2023 00:00:00 +0100

The discussion with Paul Sweeney moves beyond Credit and Collections to explore the potential of technology to deepen our understanding of the world, facilitate behavior change, and personalize experiences.

We question the scientific basis of certain psychological frameworks and emphasize the importance of biomarkers and observable data in gaining insights into human cognition.

Additionally, We delve into the concept of context collapse, where different online contexts blend together, and highlight the need for governing data-driven processes.

The conversation ultimately encourages a nuanced and considerate approach to leveraging data analytics for better outcomes.

More insights and videos at https://www.ro-ar.com

The Changing Content Landscape: How to Excel

Sun, 30 Jul 2023 00:00:00 +0100

In the era of the attention economy, businesses are navigating the dynamic landscape of social media to engage their target audience effectively.

In this discussion with Paul Banks we chat about the significance of authenticity in content creation and the role of AI tools like chat GPT in enhancing business productivity.

The discussion covers various social media platforms, including LinkedIn and Facebook, and highlights the importance of understanding the unique dynamics and audience preferences of each platform.

In the end there is a balance between quality and volume of content and leveraging personal posts helps to establish authenticity and foster deeper connections with potential clients.

More insights and videos at https://www.ro-ar.com

Empathy, Adaptability, and the Future of Debt Collection

Sun, 23 Jul 2023 00:00:00 +0100

The future of collections is being shaped by several key factors, including the rise of digital communication channels, a focus on customer treatment and empathy, and the ongoing debate surrounding remote work.

In this discussion Blair DeMacro-Wettlaufer explores these trends and their implications for the collections industry, highlighting the importance of adapting strategies to meet evolving consumer expectations and leveraging technology effectively.

More insights and videos at https://www.ro-ar.com

Contact Centre as a Service: Evolving fast and creating change

Sun, 16 Jul 2023 00:00:00 +0100

Rob Wiles from Odigo explores from of the key trends and challenges in the future of customer experience (CX).

Organizations to adapt to evolving customer preferences by leveraging digital channels, integrating data from various sources, and harnessing the power of artificial intelligence (AI).

Personalization, automation, and seamless integration across channels and systems are all going to be important in the future, as will be the the role of major hyperscalers like Google, Amazon, and Microsoft in shaping the future of CX through their ecosystems.

More insights and videos at https://www.ro-ar.com

Navigating Digital Customer Journeys and Vulnerability

Sun, 09 Jul 2023 00:00:00 +0100

In this full interview with Daniel Calcott , from Digital DRA, we discuss the evolving landscape of digital approaches and customer engagement within the debt resolution industry.

While digital channels have become the norm, Dan emphaises the importance of maintaining a human touch and offering seamless transition to agent assistance. It remains important to identify and support vulnerable customers, with a focus on proactively providing options beyond traditional debt advice.

Looking ahead, the industry's next focus areas include proactive customer support, leveraging digital tools, and adapting to potential economic challenges.

More insights and videos at https://www.ro-ar.com

Revolutionising Contact: AI and Digitalisation Transformation

Sun, 02 Jul 2023 00:00:00 +0100

In a fast-paced digital era, AI and digitization are reshaping the landscape of customer service, enabling organizations to provide more personalized and efficient support.

In this discussion with Paul Sweeney from Webio, we discuss the potential impact of AI and digitization on customer service operations exploring the benefits of continuous data collection, contextual understanding, and hyper-personalization.

The conversation also delves into the role of conversational AI models, the importance of leveraging real conversational data, and the potential for AI to enhance customer-agent interactions.

More insights and videos at https://www.ro-ar.com

Accounts Receivable and Economic Challenges: Reactions from Shared Services Functions

Sun, 25 Jun 2023 10:00:00 +0100

In this conversation, the Michael Weir from Atradius discusses the shared servicing and sourcing week event, focusing on accounts receivable and collection space, highlighting the challenges faced in streamlining processes and creating a more efficient path to success in shared services.

The importance of cash flow and the bottom line is emphasized, particularly in economically difficult times. The global economy, regional differences, and specific issues like the debt ceiling in America are also touched upon.

The variation in challenges across markets is also explored, with a spotlight on commercial-driven companies and the impact on receivables. The potential for companies to invest in improving their receivables process to enhance cash flow is considered.

More insights and videos at https://www.ro-ar.com

Customer centric and channel flexibility is key to engagement

Sun, 18 Jun 2023 00:00:00 +0100

In this comprehensive discussion, Chris Warburton engages with Darren Swailes, a seasoned expert in the field of customer engagement, to explore the rapidly evolving landscape of the collections industry. They delve into the transformative role of Artificial Intelligence (AI) and chatbots in enhancing the customer experience, highlighting how these digital tools can make interactions more efficient and meaningful.

The conversation underscores the importance of a blended approach to communication, integrating traditional methods like phone calls and letters with digital channels. This approach not only caters to a wide demographic but also ensures that customers have the flexibility to choose their preferred mode of communication.

Swailes and Warburton also discuss the future of customer engagement, predicting a continued shift towards digital solutions. However, they emphasize that this doesn't signal the demise of traditional channels, but rather a shift in balance.

A significant part of the conversation is dedicated to the principle of treating customers fairly. They discuss the measures in place to ensure responsible collections and the need for a shift in perception about the collections industry. The dialogue concludes with a reflection on the importance of customer-centric approaches and effective engagement strategies in the collections industry, providing valuable insights into its current state and future direction.

More insights and videos at https://www.ro-ar.com

Ukraine: Technology and leadership through times of conflict

Sun, 11 Jun 2023 00:00:00 +0100

In this conversation, Kos Chekanov, from Artkai provides insights into the challenges and resilience of Ukrainian businesses during times of war and the COVID-19 pandemic. As CEO of an IT company in Ukraine, we discuss the impact on their operations, the importance of remote work, and the need for adaptability, also delving into topics such as business continuity planning, customer support, UX design, and the future of the IT industry in Ukraine.

More insights and videos at https://www.ro-ar.com

Latest Data Evolution and the Property Market

Sun, 28 May 2023 00:00:00 +0100

In this discussion, Paul Rout, a property market data expert, explores various topics related to housing, including market trends, affordability, data analysis, and environmental risks. He discusses the impact of factors like inflation and changing housing preferences during the pandemic, and highlights the importance of data in understanding property values and energy efficiency. Paul emphasizes the need for both technological capabilities and human-centric thinking in processing and interpreting vast amounts of information. He also touches on the challenges and opportunities in the property market, such as the need for sustainable practices and addressing energy efficiency in older properties.

More insights and videos at https://www.ro-ar.com

Regulatory and Cultural Changes upon us

Sun, 21 May 2023 00:00:00 +0100

Frank Brown from GRR consulting discusses the challenges and implications of upcoming regulatory changes, particularly focusing on consumer duty and operational resilience. There is a need for firms to proactively address these changes and not underestimate their significance.

The cultural aspects of compliance is important, especially aligning with counterparties, measuring progress, and understanding the potential future direction of regulatory interventions.

While acknowledging the demanding nature of the deadlines, firms are encouraged to embrace these changes as opportunities for improvement. There are potential commercial impacts and this is need for thorough preparation.

More insights and videos at https://www.ro-ar.com

Large Language Models - Revolutionising Compliance

Sun, 07 May 2023 23:00:00 +0100

As Joseph Twigg from Aveni explains the accuracy and accessibility of speech analytics has significantly improved with the introduction of large language models. This has caused speech analytics adoption to skyrocket, particularly in high-value and complex interactions like financial services. Automating the process of evidence and understanding customer circumstances can lead to a scalable and efficient operating model, providing additional insights. Large language models can perform compliance monitoring, quality assurance, and consumer duty assessment for every single interaction, which can help identify high-risk interactions and flag them for review. The future may see all conversations recorded, making it easy to remember what was said. While training large language models on broad data sets requires additional domain expertise and controls, they are designed to generate documentation in the voice of the customer, saving time and effort. Overall, large language models will fundamentally change the way businesses operate, offering opportunities for scalability and efficiency.

More insights and videos at https://www.ro-ar.com

Optimising Communications – time to think differently?

Sun, 23 Apr 2023 00:00:00 +0100

In this latest interview with Simon Brennan we discuss the importance of personalization and effective customer engagement in an increasingly uncertain world.

There is a need to evolve traditional processes and metrics, with a focus on harnessing data for better customer experiences. The biggest challenge remains integrating siloed systems and data sources to drive personalization.

In the current world empathy and proactive support for customers, which can lead to long-term loyalty and significant payback for businesses that adapt in the right way is now critical and something we need to be build into our processes going forward.

More insights and videos at https://www.ro-ar.com

I’ve finished so I’ll start – the loop

Sun, 16 Apr 2023 00:00:00 +0100

As Rob Tyler explains in this clip, life is a series of endings and new beginnings. Thinking about it in these terms can really help in facing some of the challenges we all come across in everyday life… something new is starting and this can often be a fresh (and positive) new start.

More insights and videos at https://www.ro-ar.com

Sourcing Contact Details - changing dynamics with digital

Sun, 19 Mar 2023 21:00:00 +0000

Hattie Fancourt from GB Group explains how we are all having to adapt in the world of digital... how in the world of digital we may change our contact details less often, however just how important it is that this now remains up to date.

More insights and videos at https://www.ro-ar.com

Optimising Communications - Time to think differently?

Sun, 12 Mar 2023 21:00:00 +0000

More insights and videos at https://www.ro-ar.com

Endings and Beginnings - a cycle for positive change

Sun, 05 Mar 2023 21:00:00 +0000

More insights and videos at https://www.ro-ar.com

Collections – clearly it is all getting cloudy

Sun, 19 Feb 2023 00:00:00 +0000

Mark Morrall and Ian Simpson discuss some of the trends they have seen in cloud software and in particular in the Collections software market.

With the cloud based software, leveraging economies of scale, advanced features are gradually becoming available to all sectors of the market…. and from a delivery point of view, physical infrastructure light and highly user configurable… it is becoming a game changer and fueling yet more dynamism in the sector.

More insights and videos at https://www.ro-ar.com

Joined up thinking: linking data, process & customer experience

Sun, 12 Feb 2023 00:00:00 +0000

Guy Statter from Qualco discusses some of the themes around where we go next within Credit and Collections processes.

It is a troubling time with inflation and an increasing cost of living, and we are likely to see higher volumes and digital servicing has a part to play in helping customers... to do this well is about seamlessly linking customer journey elements and services together.... with new technology around the corner (and data) it is allowing this to be customized to ever greater levels offering more targeted support.... the customer experience is important.

More insights and videos at https://www.ro-ar.com

Getting ahead - flagging potential for future financial difficulties

Sun, 05 Feb 2023 00:00:00 +0000

James Fell from Credit Canary discusses some of the gaps he has seen in assessing both new and existing customers for creditworthiness and the likelihood of financial difficulties. The timeliness of the information and the detail shared have both been barriers to forecasting forward.

With pressing issues from the cost of living, and dynamics changing from what they have been historically, it is becoming ever more important to head off issues and provide solutions…. especially as it continues to evolve this year.

More insights and videos at https://www.ro-ar.com

2023 predictions & what happened in 2022

Wed, 28 Dec 2022 13:00:00 +0000

Wayne Brown from Alvarez and Marsal and I caught up at the end of 2022 to discuss what happened in 2022 (it was quite the year)... and building on their whitepaper, what is the outlook, and what do they feel the key themes be for 2023.

Read more about their predictions for 2023 in their white paper here -> here

More insights and videos at https://www.ro-ar.com

Moving upstream?... Debt Advice in a changing economy

Sat, 24 Dec 2022 00:00:00 +0000

In this interview with Vanessa Northam from StepChange we discuss the current situation, with the increasing cost of living affecting everyone, and what they are seeing within their sector and the need for Debt Advice.

It is clearly going to be hard to predict in detail where this will impact, but we do know that it will also start to impact new cohorts of customers in new ways too, with impacts being seen in different industries at different times.

Lastly, we chat a little about the future of debt advice. With new funding structures announced it will likely change the dynamics in the sector... something to watch closely as this evolves.

More insights and videos at https://www.ro-ar.com

Communications Revolution - It is all still changing

Sun, 18 Dec 2022 00:00:00 +0000

In this interview with Paul Jozefak from Receeve we catch up on what has changed since our last discussion.
There is definitely now a move towards execution and implementation of digital capability post the pandemic, with some trepidation of what may be due to happen with energy costs and inflation.
Contacting customers early, pre-collections, marketing avenues of support for customers that could be available should they fall into arrears, is an opportunity now.
Doing this in a significant way, without adding significant cost is of course the challenge.
Data, and data based strategies can help, providing insight on who to contact, how to contact and when work... something Paul also explains, together with the importance of going digital to be able to react on this at speed.
'Interesting times'... for sure

More insights and videos at https://www.ro-ar.com

Engaging Content - Messaging to the fore?

Sun, 11 Dec 2022 00:00:00 +0000

In this full interview with James O'Hare from Link UK, we discuss some of the latest developments in messaging and communications.

In particular how businesses are having to adapt to handling consumers' shorter attention spans and how delivering richer content to mobile devices can really help... it this the end of the webpage? Maybe it is!

More insights and videos at https://www.ro-ar.com

Data, Contact, Customer Journey - making the most of digital

Sun, 27 Nov 2022 00:00:00 +0000

In this full interview with Matt Whale from DebtStream we chatted about the most recent developments in Digital and Collections. This has clearly evolved from being a necessity for many companies to stay in business to now being a necessity for customers, so a need to stay in business.

However, this is still evolving and there is now much more nuance and understanding of how digital is not an endpoint but a tool to help, and it needs to become embedded within the whole customer journey... The question is now personalization and orchestration.

More insights and videos at https://www.ro-ar.com

Predicting financial stress (and rogue waves)

Sun, 06 Nov 2022 00:00:00 +0000

The full interview with Ken Doherty from Cerebreon where we discuss the use of data analytics tools from other fields of science and how they can be applied highly effectively into financial services.

More insights and videos at https://www.ro-ar.com

Creating value with data and standardised KPIs

Sun, 30 Oct 2022 00:00:00 +0100

The full interview with Jörgen Köster from Dignisia where we discuss some of the complexities of data and performance comparison in collections, however also some of the opportunities too, especially if we get this right.

More insights and videos at https://www.ro-ar.com

Maximising benefits with good process management

Sun, 16 Oct 2022 00:00:00 +0100

In this conversation with Manu Peleteiro from InBest we chat about some of the challenges there are with knowledge and awareness of benefits within the UK... and particularly how to make finding out about availability as smooth as possible for customers... (and our shared dislike for lengthy forms!).

More insights and videos at https://www.ro-ar.com

Technology First: Using digital collections tools in the right way

Sun, 09 Oct 2022 00:00:00 +0100

Paul Chong from Ophelos chats about his experience and perspective on the evolution of digital collections in the UK.
What works, how this is in some ways reflecting customer preferences that were there before, and where the real opportunity lays.

More insights and videos at https://www.ro-ar.com

Globalization and acceleration of data used in lending decisions

Sun, 04 Sep 2022 16:00:00 +0100

In this full interview with Sarah Davies from Nova Credit, we discuss the use of new forms of data, both increased recency and international data to help companies manage risk, provide greater access to lending products for consumers and find areas of continued growth.

Lending is a quickly globalizing market!

More insights and videos at https://www.ro-ar.com

Next level digital affordability assessment

Sun, 03 Jul 2022 00:00:00 +0100

In this full interview with Rachel Curtis from Inicio we discuss some of the latest developments and thinking in affordability assessment.

In particular, we chat about natural language modelling and when how blended with technology, it can really assist customers with stepping stones to better outcomes in a convenient and what is perceived as a more nonthreatening manner.

More insights and videos at https://www.ro-ar.com

Open Banking... today and the future

Sun, 26 Jun 2022 00:00:00 +0100

In this full interview with Stephan van Calker from Tink, we discuss Open Banking. Where has it come from and in particular where is it going to?

What are some of the challenges with adoption and how are these now being overcome, all generating the new and exciting use cases that we see, all across Europe today.

More insights and videos at https://www.ro-ar.com

Digital OmniChannel: Enabled and growing with SaaS

Sun, 19 Jun 2022 00:00:00 +0100

In this full interview with Kyle Chadderton from ConnexOne, we discuss how the latest breed of contact centre tools is fundamentally changing the industry.

In particular how these tools are enabling greater access to Omni-Channel, with fast setup and implementation times, all at lower cost too.

More insights and videos at https://www.ro-ar.com

Digital Debt Resolution: Changing our mindset

Sun, 05 Jun 2022 18:00:00 +0100

In this full interview with Arren Khan and Daniel Calcott , from Digital DRA, we discuss some of the latest changes in approach happening throughout the Collections industry.

In particular, we talk about how a digital-first collection can be applied, and the benefits for customers.

More insights and videos at https://www.ro-ar.com

Data and Technology, trends and themes in recruitment

Mon, 23 May 2022 10:00:00 +0100

In this full interview with Harrison Goode, from Edge Tech, we discuss some of the trends and themes in the technology recruiting space.

This has been a very active area recently and it does not show any sign of slowing down. Find out what is hot, where and what are current requirements from employers in the market.

More insights and videos at https://www.ro-ar.com

Biometrics for your device

Sun, 15 May 2022 17:00:00 +0100

The full interview with Giulio Coluccia CEO of Toothpic.
Giulio discusses the future of cyber security and how we are moving to a world without passwords.
We already have biometrics for ourselves... biometrics for our device is also coming too... the combination of the two giving us extra layers of security. The world is moving fast, often in ways we don't immediately see or know about. Very interesting.

More insights and videos at https://www.ro-ar.com

Proctive Data for Collections

Sun, 01 May 2022 10:00:00 +0100

In this full interview, Stuart Murgatroyd from Data On Demand discusses the data environment in collections and the use of new data sources to proactively identify and understand customer behaviour. In areas such as identifying customer vulnerability (linking to the FCA's customers financial lives survey and consumer duty) this is all proving to become increasingly important.

More insights and videos at https://www.ro-ar.com

Omni-channel - managing the complexity

Sun, 24 Apr 2022 12:00:00 +0100

In this full interview, Simon Brenan from EngageHub discusses some of the complexities of managing customer contact and contact strategies in an omni-channel world with associated high customer expectations.

More insights and videos at https://www.ro-ar.com

Keeping Teams Motivated

Sun, 03 Apr 2022 05:00:00 +0100

In this full interview with Lee Cottle, General Manager, Europe, from Playvox, we discuss the importance of team motivation, how to keep them motivated, engaged, and find performance in what has recently been a challenging environment.

More insights and videos at https://www.ro-ar.com

Building Resilience

Sun, 27 Mar 2022 06:00:00 +0100

In this full interview with Rob Tyler we discuss the importance of resilience and developing resilience to help manage in an increasingly changing world.

We cover new ways of working in the new business environment, and how we need to look a little self-reflectively to get the most out of ourselves, our teams and indeed our lives… a little bit of a coaching session for us here.

More insights and videos at https://www.ro-ar.com

Adjusting to the new normal

Sun, 20 Mar 2022 00:00:00 +0000

In this full interview with Jason Brunet from Pyxis Solutions, we chat about the changing work environment and debt purchase market process in Canada.
A new area of focus is on customer treatment and vulnerability in the Canadian market. A new customer-centric approach to resolving outstanding debt can result in better outcomes for the customer and the debt buyer/creditor. It is a big change underway.
We also discuss hybrid working, which is resulting in challenges with hiring, attrition and retention of staff. A change the market is now starting to adjust to, settling on new tools for management in this new environment.

Find more videos at www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Looking back at Digitalistion

Sun, 13 Mar 2022 11:00:00 +0000

In this full interview with Gareth Bailey and Martin O'Donnell from DebtStream we chat about the accelerated development of digital collections and how businesses are starting to rethink customer journeys now with some urgency. Collections and Credit Risk is increasingly having more influence at a corporate level too.

We also talk about how new ways of working is influencing business models now... with the DebtStream chief dog officer even making their presence known too!

More insights and videos at https://www.ro-ar.com

A rising tide of vulnerabilty

Sun, 06 Mar 2022 16:00:00 +0000

The full conversation with Helen Lord, CEO of the Vulnerability Registration Service (VRS).
We discuss some of the recent trends they have seen on vulnerability levels in the UK. The pandemic has had impacts and they are expected to continue, if not increase in the near future. It is equally affecting young and old alike.
Helen provides some real insight (and data) on what this looks like across the UK today, together with thoughts on how this may evolve in the future.

More insights and videos at https://www.ro-ar.com

What on earth is happening to data?

Sun, 27 Feb 2022 16:00:00 +0000

The full interview with Chris McEleavey, a founding partner at Bulien.
Here Chris talks about what he has seen in the changing landscape of data, and how now data needs to be seen as not just as driving new business, but increasingly as part of the DNA of any business... and the challenge for businesses now is the sheer volume of data and just what to do with it.
Some interesting insights, especially on how the tools and techniques are developing to make this data, and the associated found knowledge now available to all.

More insights and videos at https://www.ro-ar.com

Omni - Channel - multi channel - multi preference, how to manage

Sun, 20 Feb 2022 16:00:00 +0000

The full conversation with Neil Whitaker, strategic account director at IMIMobile. We have transformed into a multi-communication channel world. With technology platforms expanding all the time, especially during the time of the pandemic, we talk about how this is affecting customers' journeys, the customer experience, and as a business how best to manage all this.

More insights and videos at https://www.ro-ar.com

A new wave of technology transformation

Sun, 13 Feb 2022 17:00:00 +0000

In this full interview with Wayne Brown from Alvarez & Marsal, Wayne talks about some of the key transformational trends he is seeing within Financial Services.

A fascinating insight on digitalization, the use of data to reduce customer friction, embedded finance (BNPL), even the metaverse and what this could actually mean for us… beyond the hype.

More insights and videos at https://www.ro-ar.com

Changing customer situations – change company requirements

Sun, 06 Feb 2022 17:00:00 +0000

The full interview with Kevin Still from Demsa. Here Kevin talks about the impact of the new FCA customer duty consultation and what this going to mean for businesses and customers. The rubber is going to hit the road, with evidencing new behavior and culture going to be critical.

Kevin also provides his perspectives on Debt Advice and in particular the new ruling on debt packagers too.

More insights and videos at https://www.ro-ar.com

New collections technology sophistication

Sun, 30 Jan 2022 09:00:00 +0000

In this full interview with Michael Melachrinidis, Deputy CEO, Product Management and Digital transformation at EXUS, we chatted about how the collections software business has fundamentally changed over the few couple of years resulting from the pandemic, and how this has then evolved since.

There have has been slightly different flavours in different markets, but also a convergence now towards using technology to improve customer experience – it appears a global trend.

Lastly Michael talks about where he thinks we are going and his vision for the future of collections technology

More insights and videos at https://www.ro-ar.com

Avoiding Harm – are we thinking about vulnerability back to front?

Sun, 23 Jan 2022 08:00:00 +0000

The full interview with John Willoughby from Elanev.

In this discussion, John talks about what they have seen in the data regarding the pandemic, and in particular the impact on vulnerability. This has been evolving as our understanding has grown, and new questions are now being asked as to whether we need to think about this differently now… in terms of outcomes and in particular avoiding customer harm.

More insights and videos at https://www.ro-ar.com

Advancing Digital Payments

Sun, 16 Jan 2022 08:00:00 +0000

In this full interview with Mark Kelly from Key IVR, we talk about digital payments, or mobile payments, and how adoption has been accelerated by COVID. It will continue and there is a place for both fully automated and manual payments methods.

We chat about this, recent trends in fraud and how there are nuances in customer behaviour that are shifting across the world.

More insights and videos at https://www.ro-ar.com

Increasingly complex volumes – WFM

Sun, 09 Jan 2022 08:00:00 +0000

In this full interview Emma Skygebjerg from Puzzel, explains how we have been seeing increasing complexity in types and forms of volumes in the contact centre, and some of the challenges this has been presenting for scheduling and volume forecasting.

With the pandemic and the rush to digitalisation, this has only been increasing too. We discuss these trends and some of the solutions she has seen across the market.

More insights and videos at https://www.ro-ar.com

Insights and impacts in Debt Purchase

Sun, 02 Jan 2022 08:00:00 +0000

The full conversation with Craig Hinchliffe, CEO of the Perch Group, we talk about the impact the COVID pandemic has had on consumers, payments and subsequently some of the challenges there are with debt pricing in the current market.

Consumer preference and dynamics around contact are changing and this is all flowing through to how they think about process design.

Back in the office, things are also coming back to life and Craig explains some of the benefits he is seeing with the team too.

More insights and videos at https://www.ro-ar.com

Using data to create customer trust

Sun, 19 Dec 2021 20:00:00 +0000

The full interview with Jimmy Hosang from TMAC (The Modular Analytics Company). Here Jimmy talks about the importance of voice communication, in building customer trust, together with some of the analytical approaches that can be overlayed to create even better outcomes. Voice firmed has an important place in the future for contact centres.

More insights and videos at https://www.ro-ar.com

A rising tide of vulnerabilty

Sun, 12 Dec 2021 00:00:00 +0000

The full conversation with Helen Lord, CEO of the Vulnerability Registration Service (VRS). We discuss some of the recent trends they have seen on vulnerability levels in the UK. The pandemic has had impacts and they are expected to continue, if not increase in the near future. It is equally affecting young and old alike. Helen provides some real insight (and data) on what this looks like across the UK today, together with thoughts on how this may evolve in the future.

More insights and videos at https://www.ro-ar.com

What on earth is happening to data?

Sun, 05 Dec 2021 00:00:00 +0000

The full interview with Chris McEleavey, a founding partner at Bulien. Here Chris talks about what he has seen in the changing landscape of data, and how now data needs to be seen as not just as driving new business, but increasingly as part of the DNA of any business... and the challenge for businesses now is the sheer volume of data and just what to do with it. Some interesting insights, especially on how the tools and techniques are developing to make this data, and the associated found knowledge now available to all.

More insights and videos at https://www.ro-ar.com

Omni - Channel - multi channel - multi preference, how to manage

Sun, 28 Nov 2021 20:00:00 +0000

More insights and videos at https://www.ro-ar.com

Understanding conversations

Sun, 21 Nov 2021 16:00:00 +0000

The full interview with Jonathan Drechsler, head of business development at Recordsure. Jonny and I talk about some of the recent developments in speech analysis and how this is starting to transform customer contacts and compliance.
Larger datasets are now increasingly available that can monitor customer interaction at all points along the customer journey. It allows multiple conversations to be linked and more contextual information to be used to analyze each call. It can all lead to better outcomes, and across all interactions, not just on a sample basis.

More insights and videos at https://www.ro-ar.com

Responding to the new environment: Credit risk looking to the future

Sun, 14 Nov 2021 16:00:00 +0000

The full interview with Damien Burke, Partner at 4most. In a wide-ranging conversation, Damien discusses the impact of COVID on credit risk aspects of business and in particular how we now need to think and plan going forward.
Undoubtedly there is more data and modelling needed. However, it is also starting to require us to more fundamentally change how we think about customers and design treatment plans. The bar is being raised... leading to opportunities for improvement.

More insights and videos at https://www.ro-ar.com

The data explosion… changing how we see and measure the world

Sun, 07 Nov 2021 14:00:00 +0000

The full conversation with Mark Cunningham, founder and director, at Whenfresh. We chat about data, in particular property data and how this transforming our view of the world.

Often it is small pieces of information that, linked together, can tell us a great deal about what is happening. Property is no different and with the advent of new technology, we can get insights like never before… with great power comes great responsibility too.

More insights and videos at https://www.ro-ar.com

Networked Thinking: Using digital to put the human back in relationships

Sun, 31 Oct 2021 13:00:00 +0000

The full interview with Luke Fisher, CEO of Mo. Luke talks about his observations of organisational dynamics, during the pandemic and looking into the future.

The employer – employee interaction has been changing for a while now and the culture is becoming critical for retention and driving performance.

In what will likely be a world with more remote working, tools and information can help track and provide insight into corporate culture, to help us manage this change.

More insights and videos at https://www.ro-ar.com

We all have to live somewhere.. how property data is a key element to understand customers

Sun, 24 Oct 2021 14:00:00 +0100

The full interview with Paul Rout, SVP, Consultancy Sales at Whenfresh.

Paul discusses some of the latest developments in availability and type of property data and how this can be invaluable throughout the collections process.

More insights and videos at https://www.ro-ar.com

Collections transformation – more opportunity

Sun, 17 Oct 2021 14:00:00 +0100

The full interview with Chantal Constable from CGI. We discuss some of the changes seen and how CGI are thinking about these going forward.

Whilst there have been challenges, there have also been opportunities and new ways of thinking that can really help us to transform processes and customer interactions going forward.

We are living in a very innovative and fascinating time.

More insights and videos at https://www.ro-ar.com

Creating Resilience

Sun, 10 Oct 2021 14:00:00 +0100

In this full version of the conversation with Pete Cohen an Author, Speaker and performance coach, we chat about lockdown and the impact it has had on many of us. Both from a wellness and mental health point of view it has been difficult.

Pete shares openly about some of the things he has seen and also some ideas about what can help too. Certainly gave me a lift.

More insights and videos at https://www.ro-ar.com

New forms of messaging: the intersection with data and process transformation

Sun, 03 Oct 2021 14:00:00 +0100

The full conversation with Polly Taylor-Pullen from Nivo.

Here we discuss how the new forms of digital messaging are not just accelerating, however also evolving to transport data, information across processes.

In turn, they are becoming an enabler for process transformation

More insights and videos at https://www.ro-ar.com

Designing with the end in mind

Sun, 26 Sep 2021 15:00:00 +0100

The full interview with Joe Macleod, chief endineer at andEND. Joe talks about his research and thinking on the importance of designing great endings.

In a world where we seem to be purely focused on on-boarding actually off-boarding is super important too. Important for the brand, profitability, sustainability and the customer experience.

It really turns traditional thinking and business perspective on its head.

More insights and videos at https://www.ro-ar.com

Changing Market Dynamics in the resource & recruitment market

Sun, 05 Sep 2021 15:00:00 +0100

A conversation with Matt Campion from Campion Pickworth. In this full interview, Matt and I discuss a wide range of topics and the influence on the recruiting and hiring market.
From Brexit, to returning to the office, remote hiring and not to mention a global pandemic a lot has happened and will happen as we return to more of a sense of normality. We discuss each of these and what Matt has seen from his perspective in talking with clients and candidates… it is an interesting time.

More insights and videos at https://www.ro-ar.com

Change Regulatory outlook: What is the outlook for 2021?

Sun, 29 Aug 2021 15:00:00 +0100

In a conversation with Natalie Murray from Lawbox Design.
Here Natalie discussed some of the recent developments in Consumer credit regulation and the expectation on how this will continue to develop throughout this year. We covered topics such as consumer vulnerability treatment, EU data adequacy, BNPL, breathing space, and even if there is any outlook for a change in the use of physical letters in the collections process. Some really interesting perspective for the year.

More insights and videos at https://www.ro-ar.com

Conversational Analytics: Finding value from listening

Sun, 22 Aug 2021 12:00:00 +0100

The full interview with Frank Sherlock from CallMiner. In a wide-ranging conversation, we talk about the power of speech analytics and how this can be used to diagnose and improve processes, helping both customers and employees alike. Since lockdown, with the expected increase in financial difficulty and vulnerability, this is also likely to be especially important going forward too.

Find out more about CallMiner: https://www.ro-ar.com/callminer/
More interviews, videos, ideas at https://www.ro-ar.com

Subscribe for regular updates: https://www.ro-ar.com/newsletter/

More insights and videos at https://www.ro-ar.com

The Modular Business Model

Sun, 15 Aug 2021 12:00:00 +0100

The full conversation with Jake Levant from Lightico. In a wide-ranging conversation, we chatted about how the COVID pandemic has really forced us to look at the design of our business processes and operating models. We have seen an acceleration in distributed workforces, distributed systems and distributed ideas... is this moving us much more towards the distributed modular company?

More interviews, videos and ideas at: https://www.ro-ar.com/
Find out more about Lightico here: https://www.ro-ar.com/lightico/

More insights and videos at https://www.ro-ar.com

New forms of messaging: the intersection with data and process transformation

Thu, 12 Aug 2021 15:00:00 +0100

The full conversation with Polly Taylor-Pullen from Nivo.

Here we discuss how the new forms of digital messaging are not just accelerating, however also evolving to transport data, information across processes.

In turn, they are becoming an enabler for process transformation

More insights and videos at https://www.ro-ar.com

Finding the best KPIs to measure and monitor performance in the new environment

Thu, 12 Aug 2021 15:00:00 +0100

A conversation with Bernie Smith from Made to Measure KPIs. Bernie, also an author, talks in this full interview about what he has been seeing with his clients in the new post pandemic world regarding the development and use of new KPIs. We also chat about some of the challenges there are in sourcing data, deciding what to measure and then presenting this back to ensure it can drive needed outcomes. A fascinating discussion with some practical advice on what to think about now.

More insights and videos at https://www.ro-ar.com

Frictionless outbound journeys

Thu, 12 Aug 2021 15:00:00 +0100

The full interview with Mark Sussex at illion. We chat about contact technology, how this has helped customers through the pandemic.

We also chat about the concept of outbound first contact resolution and how a good frictionless journey is one that can resolve a customer query on that initial outbound contact without requiring the customer to then do something else driving inbound volume.

More insights and videos at https://www.ro-ar.com

Decisioning in the cloud

Sun, 01 Aug 2021 15:00:00 +0100

The full interview with David Wylie from Lending Metrics. We discuss the evolution of lending decisioning technology and how new capability is coming online dramatically increasing flexibility for lenders, at a reduced cost. All of this is going to help to meet the pent-up demand which has been gradually been building up during lockdown.

Find out more about Lending Metrics: https://www.ro-ar.com/lending-metrics/
More interviews, videos, ideas at https://www.ro-ar.com
Subscribe for regular updates: https://www.ro-ar.com/newsletter/

More insights and videos at https://www.ro-ar.com

Using data to drive positive outcomes for customers

Sun, 25 Jul 2021 15:00:00 +0100

The full interview with Colin Brown, CEO of Aryza. Colin explains his vision of customer centric processes in collections, and how data can be used to drive customisation across the entire customer lifecycle.

Find out more about Aryza here: https://www.ro-ar.com/aryza/
More interviews, videos, ideas at https://www.ro-ar.com
Subscribe for regular updates: https://www.ro-ar.com/newsletter/

More insights and videos at https://www.ro-ar.com

The evolving nature of data and credit risk over the COVID pandemic.

Sun, 18 Jul 2021 14:00:00 +0100

The full interview with Nevan McBride from JayWing. We chat about all things data in Collections, how data and modelling has had to evolve over the last 9 months.
With much more data, computer processing power and data science techniques, such as machine learning, we also discuss how this will evolve for businesses going forward.

Find out more about Jaywing here: https://www.ro-ar.com/jaywing/
Find more interviews, videos and ideas at https://www.ro-ar.com

Subscribe for regular updates: https://www.ro-ar.com/newsletter/

More insights and videos at https://www.ro-ar.com

Using data to drive postive customer outcomes

Fri, 16 Jul 2021 12:00:00 +0100

The full conversation with Dave Wilson and Rich Healey from PayLink Solutions. We chatted about the automation and digitalization of the customer journey. In particular, how the use of data, giving customers choices and the UI can really drive up adoption. Some interesting uptake stats and approaches here.

Find out more about Paylink Solutions: https://www.ro-ar.com/paylink-solutions/
More interviews, videos, ideas at https://www.ro-ar.com
Subscribe for regular updates: https://www.ro-ar.com/newsletter/

More insights and videos at https://www.ro-ar.com

Data and machine learning transforming Collections

Sun, 30 May 2021 21:00:00 +0100

The full interview with Paul Jozefak at Receeve. Paul talks about what he has seen across his European business the last months, how the Collections industry is changing and the use of data to drive more intelligent activity.... we have a lot to learn from techniques used elsewhere such as social media.

Find out more about Receeve here: https://www.ro-ar.com/receeve/
More interviews, videos, ideas at https://www.ro-ar.com
Subscribe for regular updates: https://www.ro-ar.com/newsletter/

More insights and videos at https://www.ro-ar.com

Digital adoption and gaining a new perspective on Collections

Sun, 23 May 2021 20:00:00 +0100

An audience with Martin O'Donnell and Gareth Bailey from DebtStream. We chat about how business has evolved over the pandemic, what we miss, and are looking forward to when it ends. Will it change forever? What will we have learnt in particular, especially in collections, as we come out of this crisis.....

Find out more about DebtStream here: https://www.ro-ar.com/debtstream

More interviews, videos, ideas at https://www.ro-ar.com
Subscribe for regular updates: https://www.ro-ar.com/newsletter/

More insights and videos at https://www.ro-ar.com

Open Banking Adoption: Trends during the pandemic and beyond

Sun, 16 May 2021 18:00:00 +0100

The full interview with Freddy Kelly from Credit Kudos, the open banking and credit reference agency. We chat about the massive migration of activity online, the part that open banking has played in this and what it has done for the market.

Find out more about Credit Kudos: https://www.ro-ar.com/credit-kudos/

More interviews, videos, ideas at https://www.ro-ar.com
Subscribe for regular updates: https://www.ro-ar.com/newsletter/

More insights and videos at https://www.ro-ar.com

MentalHealthAwareness: Creating Resilience

Fri, 14 May 2021 05:00:00 +0100

In this special edition, Pete Cohen and I discuss some of the challenges we have all faced during lockdown, the impact it has had on our mental wellbeing.
There are all things we can do, both as employees and employers, to help, especially as we start to think about returning to the office.

Find out more about Pete Cohen, speaking and coaching here: https://www.ro-ar.com/pete-cohen/

More interviews, videos, ideas at https://www.ro-ar.com
Subscribe for regular updates: https://www.ro-ar.com/newsletter/

More insights and videos at https://www.ro-ar.com

Financial Difficulties: Support through maximising benefits

Sun, 09 May 2021 17:00:00 +0100

The full interview with Sarah Lambert from Policy in Practice. We discuss the impact of COVID on benefits claims and the many people who have been struggling to make ends meet as a result.

Find out more about Policy in Practice: https://www.ro-ar.com/policy-in-practice/

More interviews, videos, ideas at https://www.ro-ar.com
Subscribe for regular updates: https://www.ro-ar.com/newsletter/

More insights and videos at https://www.ro-ar.com

Whats new with WhatsApp?

Sun, 17 Jan 2021 08:00:00 +0000

Interview with Paul Gander from Stitch-AI on the future of communications technology.
In particular developments with WhatsApp and how with the release of its business API it is creating changes and new opportunities for communicating with customers.

More interviews, videos and ideas at https://www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Recruiting in Data and Analytics

Sun, 10 Jan 2021 08:00:00 +0000

The full interview with Ellie Sykes from MERJE, discussing the recruitment market in Credit Risk, Data and Analytics. What are some of the latest skills in demand, and how has all of this changed with an ongoing pandemic impact.

More interviews, videos and ideas at https://www.ro-ar.com

More insights and videos at https://www.ro-ar.com

New tools for new times: I&E transformation

Sun, 03 Jan 2021 08:00:00 +0000

The full interview with Mark McElvanney from IEHub.
Mark discussed what he has seen in the market, how the approach to capturing Income and Expenditure data is becoming increasingly digital, and the advantages this has.

More interviews, videos and ideas at https://www.ro-ar.com

More insights and videos at https://www.ro-ar.com

A changing job market

Sun, 27 Dec 2020 08:00:00 +0000

A full interview with Neil Johns from MERJE.

We talking about the rapidly changing job market in collections and how this is being transformed with remote working. Also included are items on IR35 impacts, key skills being hired today, and thoughts around hiring/interviewing in a digital world.

More interviews, videos and ideas at https://www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Digital Innovation: Handling the digital channel explosion

Sun, 20 Dec 2020 15:00:00 +0000

The full interview with Mark Oppermann at Webio on digital channels, optimisation, chatbots and their future, all in the time of a pandemic lockdown.

More interviews, videos and ideas at https://www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Call Centre Technology, the future post COVID

Sun, 13 Dec 2020 15:00:00 +0000

The full interview with John Smith from Noble Systems. We chat about lockdown, the impact on the industry and what the future holds.

More interviews, videos and ideas at https://www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Digital Automation – things are really possible now

Sun, 06 Dec 2020 14:00:00 +0000

The full interview with Josh Harris from Doc2.

Digital automation is accelerating, and this has been given a further boost with Lockdown.
There is real opportunity in some of seemingly mundane processes we all have to put up with. With new vendors, processes and SaaS these processes can be quickly set up and transformed, taking a headache off our plate enabling us to focus on more value add tasks.

More interviews, videos and ideas at https://www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Communicating to help: Assisting customers through lockdown

Sun, 29 Nov 2020 17:00:00 +0000

The full interview with Jattinder Singh from Esendex.

We discussed topics around communications, how this can really help customers through lockdown and how we need to keep our customers, ourselves and our customers healthy through this period.

More interviews, videos and ideas at https://www.ro-ar.com

More insights and videos at https://www.ro-ar.com

Extra Data - Extra Insight

Sun, 22 Nov 2020 17:00:00 +0000

The full interview with Pete Bulley from Aire.

In a wide-ranging conversation, we chatted about data and how gathering extra data can help with understanding a customer’s situation and model the next best action/segment (esp during COVID period).

More interviews, videos and ideas at https://www.ro-ar.com

More insights and videos at https://www.ro-ar.com