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 technological advances on business operations, workforce dynamics, and economic strategies in a rapidly changing globa…

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 impact on jobs and societal changes, the waning novelty, and the shift towards finding substantial, impactful applica…

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 pandemic which accelerated digital transformation. They discuss the challenges of ensuring digital security in this fas…

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. Andrew highlights the shift in borrowing purposes towards essential needs, the challenge of technology adoption…

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 Conduct Board, and the nuanced approaches to debt collection in a post-pandemic society. The conversation …

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, and client work, emphasizing the importance of networking and finding effective business development strategies. Refl…

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 data collection. He discusses the impact of recent socio-economic changes on customer vulnerability and t…

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 economic pressures, he highlights the challenges and opportunities within debt advice, emphasizing innovation, the adoption o…

In this interview, Bob Winnington, CEO of the Money Advice Liaison Group, discusses the group's recent conference, focusing on the evolving demographics of debt management. Keynote speakers addressed generational differences in debt handling, the impact of digital technologies, and regulatory challenges with the conference highlighting a lack of fi…

In this insightful interview, Nick Christmas from North Pole Enterprises discusses the evolving challenges and trends in the world of Christmas magic. The conversation covers how they are trying to adapt to modern demands, technological advancements, environmental concerns, and the future of celebrations. more here -> https://www.ro-ar.com/north-po…

In this conversation, Adi Hazan, from Analycat, explores the intricate dynamics of decision-making in the data-driven world. The discussion around AI and its impact on various industries delves into the evolution of decision logic, the human brain's role in AI decision-making, and the challenges posed by data overload and bias. It also further disc…

In this discussion, Ewan Willars from Amplified Global discusses the nuanced differences between readability and intelligibility in customer communications, particularly in the context of legal and financial services. The discussion explores the implications of these concepts for consumer understanding, legal compliance, and effective communication…

In this discussion, Graham Hill, a senior associate at Optimum Partners, shared his insights on service quality, decisioning, governance, and value exchange, particularly in the context of open banking. The conversation covers the impact of regulatory frameworks like the UK's Consumer Duty on retail financial firms, the role of customer-oriented in…

In this full interview with Harrison Goode and Oliver Sully from Edge Tech they discuss the future of technology, share their insights on AI, automation, and the evolving job landscape. Touching upon topics like chatbots, low-code solutions, remote work, and the ever-changing tech landscape they offer differing perspectives on the pace of technolog…

In this interview, Hanif Joshaghani, CEO of Symend, discusses the transformative potential of artificial intelligence (AI) and natural language processing (NLP) in various industries including Financial Services and Telecommunications. He emphasizes the growing importance of data and analytics in decision-making processes, which can be used to unde…

In this new interview with Rob Tyler we discuss how taking a look at the bigger picture can really help us deal with the change that is upon us. In today's fast-paced and ever-changing world, building resilience is crucial for individuals and organizations. The conversation highlights the importance of having a resilient mindset when facing unexpec…

In this interview, Andrew Rabbitt, the CEO of incuto, discusses the role of credit unions in providing affordable financial services and their community-focused approach. He emphasizes the importance of credit unions in offering accessible financial services, particularly to underserved populations. He also highlights the need for these organizatio…

In this discussion, Trent McKendrick discusses the digitization of the collections industry in the United States. Collections is an evolving landscape and the role of technology, especially artificial intelligence (AI), in streamlining and enhancing the process is becoming increasingly important. The discussion touches on topics such as predictive …

In this interview, Jim Webber, Chief Scientist at Neo4j, discusses the growing importance of graph databases in the world of data analytics and artificial intelligence (AI). He highlights how graph databases are becoming a critical tool for organizations to uncover insights from complex relationships within their data. He emphasizes that as data co…

In this video, Justin Hanna from Acquired.com discusses the future of payments, particularly focusing on card payments, bank transfer and open banking. Justin highlights the factors influencing the adoption of new payment methods, including trust, cost, and customer preferences. He emphasizes the importance of understanding customer behavior, educa…

In the latest episode, Billy Holliday from Invevo delves into the world of collections and credit control, emphasizing the power of technology in optimizing what is a critical business function. He discusses the impact of interest rates, the importance of automation, and the role of digital communication in today's business landscape. Key takeaways…

In this discussion, Hemant Patel discusses the transformative power of data analytics and its increasing role in business decision-making. He highlights the rapid evolution of large language models and generative AI, emphasizing the need for robust governance and regulation. The conversation underscores the importance of data literacy across organi…

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 hig…

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 custome…

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 con…

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 …

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 vario…

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 imp…

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 …

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 im…

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 …

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…

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…

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 busi…

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 prope…

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 wit…

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 cu…

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…

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.By ROStrategy

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.By ROStrategy

By ROStrategy

By ROStrategy

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 ligh…

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 jo…

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 changi…

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…

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 co…

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, mark…

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 webpage? Maybe it is!…

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 nuan…