RO-AR.com : Numbers, Nuances & Observations

In this full interview with Michael Melachrinidis, Deputy CEO, Product Management and Digital transformation at EXUS, we chatted about how the collections software business has fundamentally changed over the few couple of years resulting from the pandemic, and how this has then evolved since. There have has been slightly different flavours in different markets, but also a convergence now towards u...

The full interview with John Willoughby from Elanev.  In this discussion, John talks about what they have seen in the data regarding the pandemic, and in particular the impact on vulnerability. This has been evolving as our understanding has grown, and new questions are now being asked as to whether we need to think about this differently now… in terms of outcomes and in particular avoiding custom...

In this full interview with Mark Kelly from Key IVR, we talk about digital payments, or mobile payments, and how adoption has been accelerated by COVID. It will continue and there is a place for both fully automated and manual payments methods. We chat about this, recent trends in fraud and how there are nuances in customer behaviour that are shifting across the world. More insights and videos at...

In this full interview Emma Skygebjerg from Puzzel, explains how we have been seeing increasing complexity in types and forms of volumes in the contact centre, and some of the challenges this has been presenting for scheduling and volume forecasting.  With the pandemic and the rush to digitalisation, this has only been increasing too. We discuss these trends and some of the solutions she has seen...

The full conversation with Craig Hinchliffe, CEO of the Perch Group, we talk about the impact the COVID pandemic has had on consumers, payments and subsequently some of the challenges there are with debt pricing in the current market.  Consumer preference and dynamics around contact are changing and this is all flowing through to how they think about process design.  Back in the office, things are...

The full interview with Jimmy Hosang from TMAC (The Modular Analytics Company). Here Jimmy talks about the importance of voice communication, in building customer trust, together with some of the analytical approaches that can be overlayed to create even better outcomes. Voice firmed has an important place in the future for contact centres. More insights and videos at https://www.ro-ar.com

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 t...

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, especia...

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 at...

 The full interview with Jonathan Drechsler, head of business development at Recordsure. Jonny and I talk about some of the recent developments in speech analysis and how this is starting to transform customer contacts and compliance.  Larger datasets are now increasingly available that can monitor customer interaction at all points along the customer journey. It allows multiple conversations to b...

 The full interview with Damien Burke, Partner at 4most. In a wide-ranging conversation, Damien discusses the impact of COVID on credit risk aspects of business and in particular how we now need to think and plan going forward.  Undoubtedly there is more data and modelling needed. However, it is also starting to require us to more fundamentally change how we think about customers and design treatm...

The full conversation with Mark Cunningham, founder and director, at Whenfresh. We chat about data, in particular property data and how this transforming our view of the world. Often it is small pieces of information that, linked together, can tell us a great deal about what is happening. Property is no different and with the advent of new technology, we can get insights like never before… with gr...

The full interview with Luke Fisher, CEO of Mo. Luke talks about his observations of organisational dynamics, during the pandemic and looking into the future. The employer – employee interaction has been changing for a while now and the culture is becoming critical for retention and driving performance.  In what will likely be a world with more remote working, tools and information can help track...

The full interview with Paul Rout, SVP, Consultancy Sales at Whenfresh. Paul discusses some of the latest developments in availability and type of property data and how this can be invaluable throughout the collections process. More insights and videos at https://www.ro-ar.com

The full interview with Chantal Constable from CGI. We discuss some of the changes seen and how CGI are thinking about these going forward.  Whilst there have been challenges, there have also been opportunities and new ways of thinking that can really help us to transform processes and customer interactions going forward.  We are living in a very innovative and fascinating time. More insights and...

In this full version of the conversation with Pete Cohen an Author, Speaker and performance coach, we chat about lockdown and the impact it has had on many of us. Both from a wellness and mental health point of view it has been difficult.  Pete shares openly about some of the things he has seen and also some ideas about what can help too. Certainly gave me a lift. More insights and videos at https...

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 Joe Macleod, chief endineer at andEND. Joe talks about his research and thinking on the importance of designing great endings.  In a world where we seem to be purely focused on on-boarding actually off-boarding is super important too. Important for the brand, profitability, sustainability and the customer experience. It really turns traditional thinking and business perspec...

 A conversation with Matt Campion from Campion Pickworth. In this full interview, Matt and I discuss a wide range of topics and the influence on the recruiting and hiring market. From Brexit, to returning to the office, remote hiring and not to mention a global pandemic a lot has happened and will happen as we return to more of a sense of normality. We discuss each of these and what Matt has seen...

 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