Arum AI Insights

In this finale episode, we reflect on the journey so far and look ahead to what’s next for the collections and recoveries industry. Across the series, we’ve explored how AI, regulation, and transformation are reshaping the way organisations operate. This episode brings those themes together, highlighting the key lessons we’ve learned, and the trends set to define the future. We share five takeaway...

In this episode, we explore the seven most common mistakes organisations make during collections system implementations, and how to avoid them. Drawing on insights from over 500 global implementations, we highlight the challenges that can derail even the most well-intentioned projects and share practical strategies for getting it right. Whether you're at the early planning stage, mid-flight, or fa...

In this episode, we examine the Financial Conduct Authority’s upcoming Product Sales Data (PSD) regulation, which will take effect in Q3 2025. PSD represents a major shift in regulatory expectations, requiring firms with more than £20 million in outstanding balances or new advances to submit comprehensive, near real-time data on product performance. This change aligns with a global movement toward...

In this episode, we explore how Artificial Intelligence (AI) and Large Language Models (LLMs) are transforming the way organisations deliver collections and recoveries system implementations, upgrades, and migrations. AI is now helping accelerate delivery, reduce risk, and improve quality across industries including financial services, utilities, telecoms, and government. We share how AI is being...

In this episode, we explore how organisations can strengthen governance and oversight to improve outcomes for all consumers, especially those in vulnerable circumstances. Reflecting on findings from the FCA’s recent review of consumer vulnerability, we highlight the challenges many firms face and why addressing them is so critical. We share six key areas where we’ve helped organisations build stro...

In this episode, we speak to one of our Arum Approved vendors – Flexys, a UK-based provider of cloud-native collections technology. Their mission is to help creditors collect more, faster, focusing on four core pillars: improving outcomes for customers, reducing cost to collect, ensuring compliance, and enabling smarter business decisions. The Arum Approved System is the only accreditation for col...

In today's rapidly evolving financial landscape, it's imperative that your debt collection software is not only efficient, but also adaptable and prepared for future challenges. However, what do you do when you're reliant on an outdated or unsupported system like Experian Tallyman, CGI CACS or older versions of C&R Software's Debt Manager (formerly FICO)? When vendor support ceases, how do you...

When procuring a new debt collection platform, the demonstration days are pivotal events that can shape the direction of your decision-making process. By the time you reach this stage, you’ll already have invested significant time and effort in your collections system selection process, and you’ll likely have narrowed down your options to 3 to 5 vendors. Don’t take your foot of the accelerator now...

When evaluating technology strategies for collections and recoveries systems, organisations often find themselves at a crossroads: should they upgrade their incumbent collections system or implement a new one altogether? While the instinct to stick with a familiar vendor is understandable, it may not always be the best debt collection software for you. In fact, implementing a new platform can, in...

In today’s economic and regulatory environment, transforming collections capability is high on organisations' strategic imperatives. It can no longer be the poor relation to acquisition or customer servicing. With consumer and regulatory expectations being more intense than ever, the question of whether to build a custom system in-house or buy an off-the-shelf platform is central to any organisati...

In this special end of season episode, Steve has a cross industry discussion with three podcasters – a financial wellbeing mentor, a CEO in the third sector and the founder of a debt technology firm. They discuss the themes that have emerged from their respective podcasts, what that says about the state of the nation, some practical steps that we can all take to make improvements, and their predic...

In our upcoming end of season finale, Steve Coppard meets with three money and debt experts who also have their own podcasts. In this snippet, they share their predictions for the debt industry's upcoming challenges and opportunities for 2024!

Steve Coppard meets with Katherine Francis-Browne, the Income Delivery Lead at NHS England. As the NHS is free at the point of use, debt is not the first thing that comes to mind, however any organisation dealing with any financial transactions has the capacity to create debt. Their conversation highlights the improvements the NHS is making to responsibly collect debt, identifying vulnerabilities...

In this episode, Steve Coppard speaks to Deven Ghelani from Policy in Practice, a social policy, software and analytics company supporting businesses and local authorities to better analyse the impact of policy and those affected. Their recently published research found there is £19bn worth of unclaimed benefits every year in the UK. Steve and Deven discuss how Policy in Practice is trying to move...

For our latest episode, Steve visits Lex Jones and Chris Dick at the Registry Trust. The Registry Trust was established to maintain the official statutory, register of judgements, orders and fines for England and Wales on behalf of the Ministry of Justice, and it maintains similar registers for Scotland. Northern Ireland, the Republic of Ireland, Isle of Man, and Jersey by agreement with the relev...

For this episode, Steve speaks with Mark Francis from DebtManagers in New Zealand. Mark is one of the leading voices in the debt conversation in New Zealand, pressing for better treatment of those in debt, and an industry code of practice amongst other things. Steve took the opportunity to ask Mark what it is about the industry that keeps him awake at night and he spoke about the four issues that...

In this episode Steve meets with Jamie Waller, founder of JBW Group and the Enterprise Network at the Prince's Trust. Jamie’s the author of Unsexy Business and at a time of recording, he was in the midst of writing his new book, The Dyslexic Entrepreneur. They discussed the enforcement industry, past then present. Their conversation highlighted the importance of making sure that the industry hears...

In our fourth episode, Steve meets with Muna Yassin MBE from Rooted Finance, a specialist money and debt advice charity. Muna shares some interesting statistics and highlights the severity of the ethnicity premium. Their discussion raises the need for greater accuracy in data and further research into how ethnicity can affect the cost of necessities, such as insurance. Even more so as the last cen...

Steve Coppard meets with Andrew Hignett, credit control manager at Johnson Tiles, in the Potteries’ heartland of Stoke-on-Trent. Established in 1901, Johnson Tiles is the UK's only large-scale manufacturer of ceramic tiles. They discuss the overlap and similarities in business and personal debt, both involve people, their behaviours, attitudes, and biases. As business debt is managed by people it...

In this episode, Steve meets with Cath Wohlers from the Illegal Money Lending Team to talk about the nation’s efforts to Stop Loan Sharks. Coincidently in the week just before Mantas Daujotas is sentenced to four and a half years in prison for having illegally lent about £2m, making a profit of £450k. This is a complex topic that lives in the grey area of where we draw the line on sub-prime lendin...

In our premiere episode, Steve Coppard speaks with Ben Perkins, Head of Partnerships at Plain Numbers to discuss the UK's numeracy levels and the role companies play in supporting and communicating with their customers. Numeracy was identified by the FCA as one of the risk factors for consumers of financial services that should be addressed in attempts to recognise consumer vulnerability. In fact,...

Welcome to this brand new podcast from Arum (25 years helping organisations prevent and resolve problem debt) and Just (UK’s first enforcement market integrator).Join us every month to hear the latest insights from our Group Director of Debt Policy and Strategy, Steve Coppard, as he speaks to experts and shines a light on issues that impact the debt industry but might not be front and centre for s...