PODCAST · business
RO-AR.com : Numbers, Nuances & Observations
by ROStrategy
We are on a mission to find the latest ideas, techniques and technologies, in Risk Operations, from companies all around the world. We bring them and the people behind them to you, all to help discover new ideas, spark new thinking and help... at work, as a leader, an employee, in business, at the office or at home.
Episodes
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Building a Human Centric AI Strategy
Mark Hayward, Head of AI at Lowell discusses the implementation of AI within debt purchase and collections. The discussion examines organisational readiness, risk appetite, regulation, governance, business cases, employee adoption and the limitations created by legacy technology. Rather than...
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Digital, Enforcement and a Fracturing Social Contract?
In this discussion Sarah Naylor discusses how the enforcement sector has evolved over the past decade, with a particular focus on local government debt. Sarah describes the shift towards earlier engagement, digital communications and customer-focused resolution, alongside the growing importance…
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Affordability Data in the Consumer Duty Era
This discussion examines how financial-services organisations can use more granular and timely data to improve affordability assessment, credit risk management, vulnerability identification and collections. Paul Moran, Head of Analytics at DutifulData, discusses the limitations of traditional...
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Rethinking Collections with Agentic AI
In this discussion with Ade Fatukasi and Selom Mortty from Sarah we explore how agentic AI could reshape credit and collections, moving the industry beyond task automation towards configurable digital employees. The conversation examines conversational outreach, decision-making, compliance...
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Local Government Contact Strategies: Time for a Rethink?
Dan Pearce from Telsolutions discusses how local authorities are modernising resident communications, collections and customer engagement. Local Authorities are seeing rising cost and declining effectiveness of post, changing customer expectations, fragmented legacy systems and the operational...
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Video, AI and the Human Touch
Matt Copper from Textra Video discusses the changing role of video in business communication, how technology, AI and automation is changing video production. The conversation covers the importance of script quality, production values, editing, brand protection and audience engagement. It also...
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The Future of AI in Compliance
Shuweib Abdulrehman from Regulaitor discusses the evolution of AI in quality assurance, compliance monitoring and customer journey oversight in financial services. Firms are adopting AI at different speeds and where traditional manual sample checking continues it is constraining oversight. The...
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Flexible Repayments: The Future of Collections
Rob Tyrrell, co-founder of Haboo Money, explains how changing income patterns, gig economy work, supplementary income and unpredictable earnings create challenges for traditional monthly repayment models. The discussion explores how personalised repayment tools, digital wallets, self-service...
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B2B Credit: Protecting Cash in Uncertain Times
Luke Sculthorp, Commercial Director for the UK and Ireland at My DSO Manager, about the changing dynamics of B2B receivables, arrears management and commercial credit. He explores cash pressure, overdue debt complexity, dispute management, geopolitical risk, automation, customer segmentation,...
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Early Support - Better Outcomes with Local Government
Tracy Stone, Director of Welfare Together, is focused on public sector debt, welfare support and early intervention in local authority collections. This episode we explore why households are falling into arrears, how council tax and utility debts differ from consumer credit, and why middle-income...
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Getting Ahead with AI Adoption
Zandra Moore and Charlie Bartle explore how organisations, particularly in financial services, are moving from AI curiosity to implementation. The discussion focuses on where firms currently stand, why many executives feel pressure to act, and why the real constraint is often not technology but...
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The Truth About Affordability
Lee Healey, CEO and founder of IncomeMax, dicusses on affordability, vulnerability, income maximisation and the future of customer support in financial services. It explores how the cost of living, low income, health issues and changing social conditions are affecting households, and considers…
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Tread Carefully: Regulatory Uncertainty - Retrospective Risk
Jason Wassell from the CCTA podcast discusses the outlook for the UK alternative consumer credit sector through the perspective of the Consumer Credit Trade Association. It focuses on the pressures facing specialist lenders, including affordability stress, motor finance redress, complaints…
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Why Payment Innovation Fails
Mike Hutchison discusses the evolution of UK payments, centred on the enduring strength of direct debit and the practical implications of newer payment models such as open banking, pay by bank and variable recurring payments. He examines why direct debit has remained so successful, highlighting…
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Beyond AI Hype: What Digital Transformation Really Means
In this episode, with Mark Pearce, we explore how AI is moving from hype to real-world implementation across financial services and beyond. We discuss the importance of strong business cases, managing rising costs, and addressing risks such as bias and hallucinations. The conversation highlights...
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Financial Inclusion: Credit Union model working well
In this discussion with Matt Bland, the Chief Executive of the Association of British Credit Unions, ABCUL; Matt explores the future of the UK credit union sector. He examines consolidation trends, regulatory reform, common bond changes, savings innovation, digital transformation, fintech...
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AI in Business: What is really happening?
We dive into the rapid evolution of artificial intelligence with John Welsh, co-founder of True Worth AI. John discusses the transition from AI as a question-and-answer tool to autonomous agent systems capable of economically viable work. From a consumer-facing novelty into an enterprise...
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The Future of Bill Payments
Ben Williams from JOYnt, Ben discusses the evolution of consumer payments, focusing on some of the limitations of traditional direct debit, the role of open banking, and the growing need for flexible, consumer-led payment experiences. The conversation explores how payment behaviour data can…
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Reputation, Regulations and Reality: What the Public Really Thinks
In this discussion with James Crouch from Opinium we chat about insights into public perception of the UK collections industry, researched for the Credit Services Association. Key topics include the challenges of maintaining a positive reputation, the role of clear communication, and the impact…
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S-Curves, Slowdowns and Surprises
An update with futurist and psychologist Graham Norris on how organisations and individuals should think about rapid change. A focus on AI’s transition from hype to deployment, the behavioural risks of over-reliance, and how firms can maintain judgement and differentiation as AI becomes…
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Changing Perceptions : Collections Support
An in-depth conversation with Chris Leslie, Chief Executive of the Credit Services Association, examining how the UK collections industry has evolved, the gap between public perception and operational reality, and the regulatory and economic pressures shaping the sector. The discussion explores...
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Paying Attention to Focus, Engagement and Action
A discussion with Dr Ali Goode a cognitive scientist, interrogating contemporary notions of attention and engagement in advertising and operational contexts. The discussion differentiates looking from cognitive attention, criticises overreliance on proxy measures (eg, webcam eye-tracking), and…
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AI and the Future of Outsourcing
In this episode, Chris Hague, SVP at Bill Gosling Outsourcing, discusses the role of AI in the BPO and collections industry. The conversation explores the evolution of AI from RPA-style automation to large language models, cultural and operational challenges in adoption, client risk concerns, and...
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Managing Business Supplier Risk - Real Time
A discussion with Alan Nagel, CEO and founder of KYP, where Alan explores how continuous, change-driven monitoring, behavioural analytics, and graph-based techniques can strengthen supplier resilience and financial crime defences. The discussion covers post-pandemic supply-chain complexity,...
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Evolution and Opportunity In Customer Feedback
Caroline Wells discusses the evolving landscape of complaints handling and customer experience. We explore the societal drivers of complaints, cultural attitudes within firms, and the tension between automation and human insight. The discussion examines the influence of media and claims…
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Why don't we see great ads anymore - and what to do about it!
In this discussion Orlando Wood (Chief Innovation Officer, System1) explains how advertising effectiveness hinges on the interplay between showmanship and salesmanship. He traces back to a change in 2005–2006, a digital pivot, after which we have seen the erosion of emotional creativity. Orlando...
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Needing Support - Vulnerability Evolution
This in-depth discussion with Chris Fitch, a leading authority on consumer vulnerability, discusses the evolution of vulnerability thinking in financial services over the past two decades. The conversation explores how regulation, culture, innovation, and operational practices have matured in the...
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Remote Working - and - Walking
This interview features a reflective conversation with Ant Ackers, the founder of Mountain Boardroom, an initiative that uses outdoor experiences to help business leaders break free from the daily grind and reconnect with strategic thinking, trust-building, and authentic relationships. The...
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Training and Knowledge Retention: AI Perspectives
Adrian Harvey, CEO of Elephants Don’t Forget, shares insights on the failures of traditional training methods, the importance of personalisation in learning, and the impact of hybrid work on knowledge retention. The conversation also examines the evolving role of AI in compliance, customer…
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Discovering Vulnerability - Leaning on Data to help
This interview features Stuart Murgatroyd, CEO of Data on Demand, discussing the evolution of data use in financial services to better identify and support vulnerable customers. It explores how regulatory changes, particularly from the FCA, have pushed firms to seek richer, more diverse data...
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Guiding across a Galaxy of Support Services
Cat Divers, CEO of the National Support Network (NSN), discusses the evolving support services landscape in the UK. The discussion explores how NSN’s Support Hub is helping organisations—from corporates to charities—guide individuals to the right help, fast. Themes include trends in digital vs....
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Small changes - yield big insights: Vulnerability Support
Savannah Price, CEO and Founder of Serene, discusses how financial data – particularly open banking data – can be useful for detecting and acting on early signs of customer vulnerability. Behavioural analytics tools, with rich data can now help financial institutions identify stress and life…
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Getting Traction in Financial Services - How to progress
Brendan Gilmore, Managing Director of BPG Strategy, discusses the interplay between fintech innovation and traditional banking. Drawing from two decades in the banking industry and eight years advising fintechs, he provides a nuanced view of selling into financial services, the cultural and...
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Empathy and Data - Managing Vulnerability Complexity
A discussion with Andrew Gething, Founder and Managing Director of MorganAsh, on the challenges of managing customer vulnerability across financial services and other sectors. The conversation explores how vulnerability management has evolved—from simplistic flagging to more nuanced, data-driven,...
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Hitting the Real Time - Accurate, timely bureau reporting
James Bryce-Lind, Founding Commercial Director at InFact, the UK’s challenger credit bureau discusses transformative impact of real-time data on credit decisioning and the challenges posed by legacy systems. He explains some of the innovations InFact is bringing to market to support financial...
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Colliding Cultures? Ensuring Effective Communication
Caroline Lewis, Centre Director at Richard Lewis Communications, discussed the Lewis Model and the critical importance of cross-cultural understanding in a globalised business world. Drawing on the work of linguist Richard D. Lewis and the seminal book When Cultures Collide, the discussion…
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Being Up to Date - Current Trends in Affordability
Andy Johnson, Client Partner at 4Most, explores the evolving affordability landscape in the UK. The discussion covers emerging trends in consumer spending, the impact of inflation, and the need for real-time data in credit decisioning. Key topics include the affordability pressures on…
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Debt Servicing and Trends across South America
Catalina Luna Kisic explains the debt servicing and collections landscape in South America, focusing on key markets, economic drivers, regulatory environments, and technological advancements. In this discussion she provides insights into portfolio sales, SME lending trends, fintech disruption…
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New Tech, New Trends? Contact Centre Dynamics
Gavin Stewart from VCC Live discusses the latest trends and technologies in the contact centre industry, particularly in the financial services sector. In this conversation, he highlights the integration of AI and machine learning, the adoption of multichannel communication strategies, and the...
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Forecasting the Future: Assessing new Technologies
Steve Suarez, CEO of Horizon X Consulting, explains some of the best practices he uses in the identification of emerging technologies and how to integrate them in order to generate business transformation. The discussion covers the evolution of AI, the growing significance of quantum computing…
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Digital Transformation and Affordability
Mark McElvanney, Client Services Director for IEHub, discusses the impact of regulatory changes, the importance of affordability assessments and innovative tools designed to support customers. Key themes include the integration of benefits assessments, affordability data portability, and...
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Digital Solutions for Financial Support
Loris Raimo, co-founder of Snorkel, discusses the transformation of financial support through digital innovation. The conversation explores barriers to engagement, the potential of AI and chatbots, and the evolving needs of consumers in financial distress. Key topics include the role of…
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AI, Automation, and Autonomous Agents
Hamid Motahari from UpBrains and Adi Hazan from Analycat delve into the evolution of robotic process automation (RPA) and the integration of artificial intelligence into workflows. This discussion explores how automation technologies have advanced from simple workflows to intelligent systems that...
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AI Transformation in Contact Centres and Beyond
Martin Neilson from MEGA explores the integration of AI-driven voice bots in debt collection and customer service, focusing on how they enhance human operators’ efficiency rather than replacing them. Ethical, regulatory, and market dynamics are all key considerations, however AI is due to have a...
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Evolution and the Future of Collections Tech
Andy Pritchard, Chief Strategy Officer for Telrock, examines the rapid evolution of collections technology. It covers key shifts from traditional mainframe systems to cloud-native platforms, the impact of AI and digital-first strategies, and the growing importance of compliance in an increasingly...
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Revolutionising Customer Service: Future of AI and Chatbots
Adam Rathbone, Senior Sales Engineer at Boost AI, explores the evolving role of artificial intelligence in customer service, with a particular focus on messaging and chatbots. He discusses the shift from rule-based to hybrid AI models, incorporating generative AI to enhance customer interactions...
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Embracing a Digital-First Strategy
Nick Krauspe, Director of Compliance and Operations at InDebted, explores the adoption and implementation of digital-first strategies in debt collection. He covers how Indebted applies a digital-first, data-driven approach to customer engagement, leveraging machine learning to personalise each...
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Navigating the Future: Riding the wave of uncertainty
Graham Norris, an organisational psychologist and futurist, discussing how professionals and organisations navigate uncertainty in a rapidly changing world. The conversation touches on key themes such as binary thinking in response to complexity, the importance of long-term strategic foresight…
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Joy vs Toil: the Future of Hybrid Work and Employee Retention
Gaby Giessen from Boston Consulting Group, discusses work at BCG Henderson Institute on the future of work, particularly the relationship between employee joy, toil, and attrition. Gaby explains what the research says about the importance of hybrid work models, the role of generative AI in…
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Voice Analytics: Transformation and AI
Ian Taylor from Avoira explores advancements in voice analytics and AI-driven transcription technology, particularly within the financial services sector. In this episode we discuss the impact of cloud computing and AI on real-time transcription, voice analytics, and compliance, with a focus on…
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ABOUT THIS SHOW
We are on a mission to find the latest ideas, techniques and technologies, in Risk Operations, from companies all around the world. We bring them and the people behind them to you, all to help discover new ideas, spark new thinking and help... at work, as a leader, an employee, in business, at the office or at home.
HOSTED BY
ROStrategy
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Frequently Asked Questions
How many episodes does RO-AR.com : Numbers, Nuances & Observations have?
RO-AR.com : Numbers, Nuances & Observations currently has 174 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is RO-AR.com : Numbers, Nuances & Observations about?
We are on a mission to find the latest ideas, techniques and technologies, in Risk Operations, from companies all around the world. We bring them and the people behind them to you, all to help discover new ideas, spark new thinking and help... at work, as a leader, an employee, in business, at the...
How often does RO-AR.com : Numbers, Nuances & Observations release new episodes?
RO-AR.com : Numbers, Nuances & Observations publishes regularly with 174 episodes available. Check the episode list for the typical release schedule.
Where can I listen to RO-AR.com : Numbers, Nuances & Observations?
You can listen to RO-AR.com : Numbers, Nuances & Observations on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts RO-AR.com : Numbers, Nuances & Observations?
RO-AR.com : Numbers, Nuances & Observations is created and hosted by ROStrategy.
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