RO-AR.com : Numbers, Nuances & Observations

In this conversation with Pedro Maya we discuss optimizing collection strategies in the evolving digital landscape, especially in the North American context.  The discussion covers the use of digital SMS channels for engagement, the impact of legal concerns, and the importance of early engagement in effective collections. Strategies for handling high-risk customers, leveraging artificial intellige...

In this conversation with Steve Morrell we discuss the findings of a customer survey on contact center trends, focusing on the preference for phone support and the significance of human connection.  He highlights the value of empathy and listening skills in contact center agents, emphasizing the role of these qualities in providing effective customer service.  The conversation delves into the shif...

The energy and utility industry is undergoing significant changes, with renewable energy sources gaining dominance and increasing emphasis on consumer engagement.  In this video Ian Parry, from Future Leaders, explores key challenges and opportunities in the sector, including the impact of price caps, hedging strategies, and the evolving role of consumers as energy generators.  He discusses the ne...

The discussion with Paul Sweeney moves beyond Credit and Collections to explore the potential of technology to deepen our understanding of the world, facilitate behavior change, and personalize experiences.  We question the scientific basis of certain psychological frameworks and emphasize the importance of biomarkers and observable data in gaining insights into human cognition.  Additionally, We...

In the era of the attention economy, businesses are navigating the dynamic landscape of social media to engage their target audience effectively.  In this discussion with Paul Banks we chat about the significance of authenticity in content creation and the role of AI tools like chat GPT in enhancing business productivity.  The discussion covers various social media platforms, including LinkedIn an...

The future of collections is being shaped by several key factors, including the rise of digital communication channels, a focus on customer treatment and empathy, and the ongoing debate surrounding remote work.  In this discussion Blair DeMacro-Wettlaufer explores these trends and their implications for the collections industry, highlighting the importance of adapting strategies to meet evolving c...

Rob Wiles from Odigo explores from of the key trends and challenges in the future of customer experience (CX).  Organizations to adapt to evolving customer preferences by leveraging digital channels, integrating data from various sources, and harnessing the power of artificial intelligence (AI).  Personalization, automation, and seamless integration across channels and systems are all going to be...

In this full interview with Daniel Calcott , from Digital DRA, we discuss the evolving landscape of digital approaches and customer engagement within the debt resolution industry.  While digital channels have become the norm, Dan emphaises the importance of maintaining a human touch and offering seamless transition to agent assistance. It remains important to identify and support vulnerable custom...

In a fast-paced digital era, AI and digitization are reshaping the landscape of customer service, enabling organizations to provide more personalized and efficient support.  In this discussion with Paul Sweeney from Webio, we discuss the potential impact of AI and digitization on customer service operations exploring the benefits of continuous data collection, contextual understanding, and hyper-p...

In this conversation, the Michael Weir from Atradius discusses the shared servicing and sourcing week event, focusing on accounts receivable and collection space, highlighting the challenges faced in streamlining processes and creating a more efficient path to success in shared services.  The importance of cash flow and the bottom line is emphasized, particularly in economically difficult times. T...

In this comprehensive discussion, Chris Warburton engages with Darren Swailes, a seasoned expert in the field of customer engagement, to explore the rapidly evolving landscape of the collections industry. They delve into the transformative role of Artificial Intelligence (AI) and chatbots in enhancing the customer experience, highlighting how these digital tools can make interactions more efficien...

In this conversation, Kos Chekanov, from Artkai provides insights into the challenges and resilience of Ukrainian businesses during times of war and the COVID-19 pandemic. As CEO of an IT company in Ukraine, we discuss the impact on their operations, the importance of remote work, and the need for adaptability, also delving into topics such as business continuity planning, customer support, UX des...

In this discussion, Paul Rout, a property market data expert, explores various topics related to housing, including market trends, affordability, data analysis, and environmental risks. He discusses the impact of factors like inflation and changing housing preferences during the pandemic, and highlights the importance of data in understanding property values and energy efficiency. Paul emphasizes...

Frank Brown from GRR consulting discusses the challenges and implications of upcoming regulatory changes, particularly focusing on consumer duty and operational resilience. There is a need for firms to proactively address these changes and not underestimate their significance.  The cultural aspects of compliance is important, especially aligning with counterparties, measuring progress, and underst...

 As Joseph Twigg from Aveni explains the accuracy and accessibility of speech analytics has significantly improved with the introduction of large language models. This has caused speech analytics adoption to skyrocket, particularly in high-value and complex interactions like financial services. Automating the process of evidence and understanding customer circumstances can lead to a scalable and e...

In this latest interview with Simon Brennan we discuss the importance of personalization and effective customer engagement in an increasingly uncertain world.  There is a need to evolve traditional processes and metrics, with a focus on harnessing data for better customer experiences. The biggest challenge remains integrating siloed systems and data sources to drive personalization. In the current...

 As Rob Tyler explains in this clip, life is a series of endings and new beginnings. Thinking about it in these terms can really help in facing some of the challenges we all come across in everyday life… something new is starting and this can often be a fresh (and positive) new start.  More insights and videos at https://www.ro-ar.com

 Hattie Fancourt from GB Group explains how we are all having to adapt in the world of digital... how in the world of digital we may change our contact details less often, however just how important it is that this now remains up to date.  More insights and videos at https://www.ro-ar.com

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

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...