RO-AR.com : Numbers, Nuances & Observations

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 framew...

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 definit...

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 co...

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 rapidl...

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 &quo...

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 jo...

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 v...

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 transfo...

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 als...

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 vide...

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...

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 mo...

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 im...

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...

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...

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 chal...

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...

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, th...

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 sophisticat...

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 communicati...

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...

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 t...

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...

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 bett...

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 h...