RO-AR.com : Numbers, Nuances & Observations

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

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 g...

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...

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 be...

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

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 b...

 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 cou...

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 web page ? Maybe it is! More insights and videos at https://www.ro-a...

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 endp...

 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

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

 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

 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

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

 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 video...

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

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

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

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

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. Ver...

 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...

 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

 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

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 v...

 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 und...