Credit Shift

In this episode of Credit Shift , Mark Oppermann and Graham Bragg dive into the move from traditional SMS to Rich Business Messaging (RBM) — and why it’s a big deal for debt collection and business communication. They chat about how messaging has evolved, what makes RBM stand out, and why branding and trust matter more than ever in customer conversations. From richer content and better engagement...

In this episode of Credit Shift , Mark Oppermann and Graham Bragg chat about the often overlooked power of SMS in digital debt collection and customer engagement. While it might be one of the older technologies in the mix, SMS still has loads to offer – and many businesses aren't using it to its full potential. They dig into how personalisation, automation, and AI can take SMS beyond the basics, h...

In this episode of Credit Shift , we dive into the world of AI in debt collection. They break down the key differences between custom language models and large language models, tackling the big question—why does it matter? The conversation gets into the challenges of using AI in regulated industries, the importance of truly understanding customer intent, and where AI is headed in customer interact...

In this episode of Credit Shift, Mark Oppermann and Graham Bragg discuss the future of AI in digital debt collection, focusing on the advancements expected by 2026. They explore the lessons learned from 2025, the role of AI in enhancing customer experience, and the importance of understanding AI's capabilities and limitations. The conversation also delves into the impact of conversational summarie...

Chris Booth, the product owner for NatWest Group's AI assistant Cora, discusses the accessibility work NatWest has been doing and the journey of improving their conversational AI. NatWest started by building their own front-end chat interface to make Cora more accessible and usable, allowing users to control such aspects as font size and typing speed. They are now also exploring dynamic interfaces...

In this episode of Credit Shift News, Paul Sweeney and Cormac O'Neill discuss the latest trends and challenges in the credit industry, focusing on scams, consumer protection, cybersecurity, council tax collection, AI adoption in financial services, and the evolving landscape of fraud. They highlight the importance of security and compliance in financial institutions and the need for innovative app...

Summary In this episode of Credit Shift News, Paul Sweeney and Cormac O'Neill discuss the latest trends in the credit industry, focusing on: The impact of AI and digitalisation in collections The challenges faced by small businesses due to late payments The growing popularity of Buy Now Pay Later services among young consumers The role of automation in customer service The evolving trust in financ...

Summary  In this episode of Credit Shift News, Paul Sweeney discusses recent trends and reports in the credit industry, focusing on customer experiences in mortgage queries, the rise of buy-now-pay-later debts, and the transformative role of AI and generative AI in financial services. He highlights the importance of data management for successful AI implementation and the potential benefits o...

In this conversation, Paul Sweeney and Cormac O'Neill discuss various topics related to the financial industry, including the increase in inquiries handled by the Citizens Advice Bureau, the decline in cash machine usage, and the challenges and benefits of implementing AI in organizations. They also touch on Apple's upcoming update and the potential impact of OpenAI's ChatGPT 5.0. The conversation...

In this episode of Credit Shift, Paul Sweeney (Webio CSO) highlights the profitability of UK neobanks, Monzo and Starling Bank, as well as online bank Revolut. Paul also mentions the importance of credit monitoring and the potential benefits for companies to offer such services for free. Paul then discusses Apple's withdrawal from the buy now pay later market and its focus on AI with the launch of...

This podcast episode covers industry news, fintech developments, and the expected impact of GenAI on the UK competitive landscape. Host, Paul Sweeney (Webio CSO), discusses the rise in UK debt repayments, the cost of living pressures, and the financial vulnerability of millions of people. Paul also explores the development of Stripe over the past 10 years and its new product launches. Additionally...

In this episode, Paul Sweeney (Webio CSO) and Delia Jones (Webio COO) discuss the latest credit and finance stories such as vulnerable customer identification and OpenAI's voice assistant. They also touch on the ethics and privacy concerns surrounding AI and data usage, the scrutiny of payment system regulators, and the potential of on-device computing. Takeaways Identifying vulnerable customers a...

This episode covers the stories in the credit industry that caught our eye, including overdrafts, interest charges on personal loans, universal credit, FinTech, buy now pay later, and open finance. We highlight the high number of people in the UK who are overdrawn and the expensive nature of overdrafts. We also discusses the impact of interest charges on personal loans and the potential benefits o...

In this podcast episode, Paul Sweeney and Cormac O'Neill cover topics such as company defaults, payment terms, transaction fees, and the adoption of AI in the banking sector. The hosts also explore the concept of Gen AI and its potential impact on various industries. The conversation highlights the importance of trust, ethics, and the human touch in the adoption of AI technologies. Takeaways Compa...

In this episode, Paul Sweeney (CSO) and Cormac O'Neill (CEO) discuss recent news stories and trends in the credit industry. They provide updates from their recent attendance at a financial PEVC All Things Funding Summit in London. The conversation covers topics such as Customer Duty and the need for early warning systems, the closing gap in performance between OpenAI and other models, the growing...

Alison Dunn, CEO of Citizens Advice Gateshead, discusses the structure and scope of Citizens Advice and the challenges they face in managing a wide range of services. Alison highlights the misconceptions about Citizens Advice being a homogenous group and explains that each local charity within the network is independent and can look and feel different. Alison also emphasises the importance of out-...

In this episode, Webio's Paul Sweeney (CSO) and Cormac O'Neill (CEO) discuss the recent European NPL Conference and highlight three key themes: consolidation in the NPL market, regulation in the industry, and the importance of embracing technology. Paul and Cormac also cover topics such as consumer credit and debt levels, new legislation on credit card fees in the USA, subscription accidents, and...

In this episode of Credit Shift News and Update, Paul Sweeney (CSO) and Cormac O'Neill (CEO)discuss various news and trends in the credit industry. They provide updates on their own company, Webio, and discuss the recovery of consumer credit, the increase in credit card complaints, and the lack of awareness of debt among adults. They also explore the implementation of AI by Klarna and Microsoft, a...

In this episode, the hosts Paul Sweeney (Chief Strategy Officer at Webio) and Dan Blagojevic (Director of Decision Sciences & Machine Learning at Optima) and their guest, Javier Campos (Chief Information Office at Fenestra), discuss the barriers to adoption of artificial intelligence and the importance of maturity assessment in AI implementation. They explore the need for a clear rule book or...

Paul Sweeney, CSO at Webio, covers a range of topics pertinent to the credit industry and related technological innovations. Key points include: 1. UK Economic Overview: The UK ended 2023 in a recession, albeit not expected to be severe. Inflation is decreasing towards a 2% target, prompting speculation about lower interest rates to ease borrowing costs. 2. Credit and Debit Card Transactions : Nov...

This episode of Credit Shift News features Paul Sweeney, Chief Strategy Officer at Webio, and CEO Cormac O'Neill, discussing recent developments in the credit industry They cover a range of topics: Discretionary Commission Arrangements (DCAs): The hosts highlighted concerns around brokers increasing their commission through interest adjustments not beneficial to buyers. Martin Lewis's BBC program...

In this podcast featuring Paul Sweeney and Cormac O'Neill, the conversation revolves around recent developments in the credit industry, customer trends, and technological advancements, particularly in conversational AI. They kick off by discussing the relief that January's anticipated loan delinquencies didn't materialise as feared, suggesting an improvement in people's financial management. They...

This podcast episode features Paul Sweeney (CSO) and Cormac O'Neill (CEO) highlighting industry news and focusing on the financial struggles of different consumer groups. Key points include: Renters vs Homeowners: A significant gap in financial stability, with renters more likely to miss essential payments. Energy Debt: A notable rise in prepay energy customers' debt, highlighting the challenges f...

In this week's podcast, Paul Sweeney (CSO) and Cormac O'Neill (CEO) discuss several topics related to the fintech and customer service industries. Here's a summary of the key points:   1. Webio's New UI : Cormac mentions the launch of their new user interface (UI) focused on AI strategy and custom collections language models, which has received positive feedback from users. They plan to...

Hosts: Paul Sweeney, Co-Founder and Chief Strategy Officer, and Cormac O'Neill, CEO and Co-Founder at Webio Key Discussions: 1. Webio Announcements: Cormac teases with upcoming exciting announcements from Webio, hinting at significant developments that could impact the industry. 2. UK Economic Update: The UK's GDP rose by 0.3% in November 2023, recovering from a 0.3% decrease in October. Retail, c...