RO-AR.com : Numbers, Nuances & Observations

 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...

 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 mo...

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

The full interview with Mark Sussex at illion. We chat about contact technology, how this has helped customers through the pandemic. We also chat about the concept of outbound first contact resolution and how a good frictionless journey is one that can resolve a customer query on that initial outbound contact without requiring the customer to then do something else driving inbound volume. More ins...

 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 outcom...

The full conversation with Polly Taylor-Pullen from Nivo.  Here we discuss how the new forms of digital messaging are not just accelerating, however also evolving to transport data, information across processes. In turn, they are becoming an enabler for process transformation More insights and videos at https://www.ro-ar.com

 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...

 The full interview with Colin Brown, CEO of Aryza. Colin explains his vision of customer centric processes in collections, and how data can be used to drive customisation across the entire customer lifecycle.  Find out more about Aryza here: https://www.ro-ar.com/aryza/  More interviews, videos, ideas at https://www.ro-ar.com  Subscribe for regular updates: https://www.ro-ar.com/newsletter/  More...

 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/...

 The full conversation with Dave Wilson and Rich Healey from PayLink Solutions. We chatted about the automation and digitalization of the customer journey. In particular, how the use of data, giving customers choices and the UI can really drive up adoption. Some interesting uptake stats and approaches here.  Find out more about Paylink Solutions: https://www.ro-ar.com/paylink-solutions/  More inte...

 The full interview with Paul Jozefak at Receeve. Paul talks about what he has seen across his European business the last months, how the Collections industry is changing and the use of data to drive more intelligent activity.... we have a lot to learn from techniques used elsewhere such as social media.  Find out more about Receeve here: https://www.ro-ar.com/receeve/ More interviews, videos, ide...

 An audience with Martin O'Donnell and Gareth Bailey from DebtStream. We chat about how business has evolved over the pandemic, what we miss, and are looking forward to when it ends. Will it change forever? What will we have learnt in particular, especially in collections, as we come out of this crisis.....  Find out more about DebtStream here: https://www.ro-ar.com/debtstream  More interview...

 The full interview with Freddy Kelly from Credit Kudos, the open banking and credit reference agency. We chat about the massive migration of activity online, the part that open banking has played in this and what it has done for the market.  Find out more about Credit Kudos: https://www.ro-ar.com/credit-kudos/  More interviews, videos, ideas at https://www.ro-ar.com  Subscribe for regular updates...

In this special edition, Pete Cohen and I discuss some of the challenges we have all faced during lockdown, the impact it has had on our mental wellbeing.   There are all things we can do, both as employees and employers, to help, especially as we start to think about returning to the office.  Find out more about Pete Cohen, speaking and coaching here: https://www.ro-ar.com/pete-cohen/ More interv...

 The full interview with Sarah Lambert from Policy in Practice. We discuss the impact of COVID on benefits claims and the many people who have been struggling to make ends meet as a result.  Find out more about Policy in Practice: https://www.ro-ar.com/policy-in-practice/  More interviews, videos, ideas at https://www.ro-ar.com  Subscribe for regular updates: https://www.ro-ar.com/newsletter/  Mor...

 Interview with Paul Gander from Stitch-AI on the future of communications technology. In particular developments with WhatsApp and how with the release of its business API it is creating changes and new opportunities for communicating with customers. More interviews, videos and ideas at https://www.ro-ar.com   More insights and videos at https://www.ro-ar.com

 The full interview with Ellie Sykes from MERJE, discussing the recruitment market in Credit Risk, Data and Analytics. What are some of the latest skills in demand, and how has all of this changed with an ongoing pandemic impact. More interviews, videos and ideas at https://www.ro-ar.com  More insights and videos at https://www.ro-ar.com

The full interview with Mark McElvanney from IEHub. Mark discussed what he has seen in the market, how the approach to capturing Income and Expenditure data is becoming increasingly digital, and the advantages this has. More interviews, videos and ideas at https://www.ro-ar.com  More insights and videos at https://www.ro-ar.com

A  full interview with Neil Johns from MERJE. We talking about the rapidly changing job market in collections and how this is being transformed with remote working. Also included are items on IR35 impacts, key skills being hired today, and thoughts around hiring/interviewing in a digital world. More interviews, videos and ideas at https://www.ro-ar.com   More insights and videos at https://www.ro-...

 The full interview with Mark Oppermann at Webio on digital channels, optimisation, chatbots and their future, all in the time of a pandemic lockdown. More interviews, videos and ideas at https://www.ro-ar.com More insights and videos at https://www.ro-ar.com

The full interview with John Smith from Noble Systems. We chat about lockdown, the impact on the industry and what the future holds. More interviews, videos and ideas at https://www.ro-ar.com More insights and videos at https://www.ro-ar.com

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...

The full interview with Jattinder Singh from Esendex. We discussed topics around communications, how this can really help customers through lockdown and how we need to keep our customers, ourselves and our customers healthy through this period. More interviews, videos and ideas at https://www.ro-ar.com More insights and videos at https://www.ro-ar.com

The full interview with Pete Bulley from Aire. In a wide-ranging conversation, we chatted about data and how gathering extra data can help with understanding a customer’s situation and model the next best action/segment (esp during COVID period). More interviews, videos and ideas at https://www.ro-ar.com More insights and videos at https://www.ro-ar.com