RO-AR.com : Informing Risk Operations Strategy [Audio version]: Recent Episodes
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We are here, on a mission to find the latest ideas, techniques and technologies, in Risk Operations, from companies all around the world. We are here to bring them and the people behind them to you, all to help discover new ideas, spark new thinking and help in business or at work...
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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/
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/
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/
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
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/
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
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/
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.
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/
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
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
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
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
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.
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
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
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/
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
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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.
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
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!
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.
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.
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.
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!).
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.
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!
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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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!
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.
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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.
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.
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.
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/
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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?
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Find out more about Lightico here: https://www.ro-ar.com/lightico/
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.
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
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.
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/
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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/
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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/
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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/
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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/
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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
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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/
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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/
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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/
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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.
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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.
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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.
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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.
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The full interview with Mark Oppermann at Webio on digital channels, optimisation, chatbots and their future, all in the time of a pandemic lockdown.
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The full interview with John Smith from Noble Systems. We chat about lockdown, the impact on the industry and what the future holds.
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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.
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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.
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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).
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