RO-AR.com : Numbers, Nuances & Observations

 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...

In this full interview with Gareth Bailey and Martin O'Donnell from DebtStream we chat about the accelerated development of digital collections and how businesses are starting to rethink customer journeys now with some urgency. Collections and Credit Risk is increasingly having more influence at a corporate level too. We also talk about how new ways of working is influencing business models n...

The full conversation with Helen Lord, CEO of the Vulnerability Registration Service (VRS).  We discuss some of the recent trends they have seen on vulnerability levels in the UK. The pandemic has had impacts and they are expected to continue, if not increase in the near future. It is equally affecting young and old alike.  Helen provides some real insight (and data) on what this looks like across...

 The full interview with Chris McEleavey, a founding partner at Bulien.  Here Chris talks about what he has seen in the changing landscape of data, and how now data needs to be seen as not just as driving new business, but increasingly as part of the DNA of any business... and the challenge for businesses now is the sheer volume of data and just what to do with it.  Some interesting insights, espe...

 The full conversation with Neil Whitaker, strategic account director at IMIMobile. We have transformed into a multi-communication channel world. With technology platforms expanding all the time, especially during the time of the pandemic, we talk about how this is affecting customers' journeys, the customer experience, and as a business how best to manage all this.  More insights and videos...

In this full interview with Wayne Brown from Alvarez & Marsal, Wayne talks about some of the key transformational trends he is seeing within Financial Services. A fascinating insight on digitalization, the use of data to reduce customer friction, embedded finance (BNPL), even the metaverse and what this could actually mean for us… beyond the hype. More insights and videos at https://www.ro-ar....

The full interview with Kevin Still from Demsa. Here Kevin talks about the impact of the new FCA customer duty consultation and what this going to mean for businesses and customers. The rubber is going to hit the road, with evidencing new behavior and culture going to be critical.  Kevin also provides his perspectives on Debt Advice and in particular the new ruling on debt packagers too. More insi...