RO-AR.com : Numbers, Nuances & Observations
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
131 episodes
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 ...
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30:45
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 th...
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33:28
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 mode...
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31:47
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 custom...
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30:02
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 ...
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30:45
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 impo...
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24:29
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 transcrip...
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27:31
Real World Applications of Conversational AI
Russell Janab, from UmbrellaTech podcast discusses the integration of artificial intelligence (AI) into business operations, with a focus on customer service and collections. He highlights the challenges, opportunities, and innovations...
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22:40
Effective PR: Shaping Financial Services (and Collections)
Oliver Chesher, MD of Galibier PR, explores the intersection of public relations (PR) and the financial services industry, focusing on the collections sector. He discusses the challenges faced by collections firms, particularly i...
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36:50
Funding and how to think about growing your business
Jon Keating discusses the shift toward efficient revenue growth, the increasing scrutiny of company valuations, and the strategic use of technology and advisory roles to navigate changing economic landscapes. Jon is a board advisor ...
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25:01
Debt Collections: Insights Across Markets
Nick Cherry, COO of Phillips and Cohen, explores significant trends and strategic shifts in the probate and collection spaces of the financial services industry. The discussion spans topics from global market operations and the impa...
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25:01
Digital Adoption: Insights from Canada, the US and the UK
Sam Andary and Chris Warburton explore the evolving landscape of collections and recoveries in the financial services industry, focusing on trends and innovations across different markets, particularly in the wake of the COVID-19 pandemic. ...
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32:12
The Digital Shift: Collections Strategies for a New Era
Steve Exton, from Firstsource discusses the evolving landscape of digital transformation in the collections and financial services industry, focusing on the adoption of digital technologies like AI and SaaS models. He explores the i...
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31:49
Buzzwords or Real Solutions: What really matters
James Hill, CEO of Flexys, delves into current trends in the collections industry, emphasising the roles of AI, open banking, and core functionalities. He notes that while innovation is eagerly discussed, fear of change and legacy s...
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47:56
Harnessing Data - Efficient Workflows and Decision Making
Daniel Gregory, Head of Partnerships at Invevo, shared insights into the recent developments in digital adoption and data integration within the company. The conversation highlights the increasing emphasis on high-quality data and i...
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28:22
Open Banking Developments - Updating Payments
Stefan van Calker from Tink discusses the latest developments in open banking and its increasing integration across various sectors. He highlights the evolving landscape of open banking payments, their growing adoption, and the integra...
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18:49
Clouds, Calls, and the AI Revolution - Contact Centre Edition
Fred Stacey, CEO of Cloud Tech Gurus, discussed the dynamic evolution of technology in contact centers, focusing on the shift towards cloud computing and artificial intelligence (AI). He emphasises the broader implications of these ...
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39:56
Artificially Speaking - Exploring AI's Impact
David Marr discusses the evolving role of artificial intelligence (AI), particularly large language models, in society and industry. This interview highlights AI's transition from a niche interest to a pervasive topic, exploring its...
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46:42
The Evolving Landscape of Digital Security
Kevin Prone from FourNet, together with Kevin Still, discusses the escalating threats in cybersecurity, highlighting the rapid advancement and sophistication of cyber-attacks, especially in light of recent events like the COVID-19 pandemi...
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51:08
Tech Innovations Transforming Credit Union Services
In this conversation with Andrew Duncan, CEO of SOAR, a platform supporting credit unions and CDFIs, we discuss insights into the evolving landscape of credit unions in the wake of the cost of living crisis and technological advancements.
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27:15
An Insight into the Modern World of Enforcement
In this conversation with Russell Hamblin-Boone, CEO of the Civil Enforcement Association, we discuss some of the innovations that have been reshaping the sector, highlighting significant regulatory changes, the introduction of the Enforcement ...
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33:36
Burnout to Balance: Insights and Strategies for Modern Leaders
In this conversation with Deborah Bulcock, an executive coach, we discuss her insights on transitioning from corporate life to running her own coaching business since 2018. She discussed the challenges of balancing marketing, sales,...
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32:20
Enhancing Communications Clarity - Peter Wordsworth, Consumer Duty Services
Peter Wordsworth, from Consumer Duty Services, shares his insights on the evolving landscape of debt advice, the pivotal role of technology, and the impact of regulatory changes on the sector. With an emphasis on the current economi...
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28:27
Helping Customers and Clients with Service Visits and Data
Gary Jones, Managing Director of Verify, delves into the evolving landscape of field services in the financial and utility sectors, emphasizing a shift from traditional debt collection to a more nuanced approach focusing on customer support and...
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31:16
