Shows
RO-AR.com : Numbers, Nuances & ObservationsContact Centre as a Service: Evolving fast and creating changeRob 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 across channels and systems are all going to be important in the future, as will be the the role of major hyperscalers like Google, Amazon, and Microsoft in shaping the future of CX through their ecosystems.More insights and videos at https://www.ro-ar.com
2023-07-1629 min
RO-AR.com : Numbers, Nuances & ObservationsNavigating Digital Customer Journeys and VulnerabilityIn 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 important to identify and support vulnerable customers, with a focus on proactively providing options beyond traditional debt advice. Looking ahead, the industry's next focus areas include proactive customer support, leveraging digital tools, and adapting to potential economic challenges.More insights and videos at...
2023-07-0930 min
RO-AR.com : Numbers, Nuances & ObservationsRevolutionising Contact: AI and Digitalisation TransformationIn 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 collection, contextual understanding, and hyper-personalization. The conversation also delves into the role of conversational AI models, the importance of leveraging real conversational data, and the potential for AI to enhance customer-agent interactions.More insights and videos at https://www.ro-ar.com
2023-07-021h 14
RO-AR.com : Numbers, Nuances & ObservationsAccounts Receivable and Economic Challenges: Reactions from Shared Services FunctionsIn 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, particularly in economically difficult times. The global economy, regional differences, and specific issues like the debt ceiling in America are also touched upon. The variation in challenges across markets is also explored, with a spotlight on commercial-driven companies and the impact on receivables. Th...
2023-06-2515 min
RO-AR.com : Numbers, Nuances & ObservationsCustomer centric and channel flexibility is key to engagementIn 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 digital tools can make interactions more efficient and meaningful.The conversation underscores the importance of a blended approach to communication, integrating traditional methods like phone calls and letters with digital channels. This approach not only caters to a wide demographic but also ensures that customers have the flexibility...
2023-06-1830 min
RO-AR.com : Numbers, Nuances & ObservationsUkraine: Technology and leadership through times of conflictIn 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 business continuity planning, customer support, UX design, and the future of the IT industry in Ukraine. More insights and videos at https://www.ro-ar.com
2023-06-1135 min
RO-AR.com : Numbers, Nuances & ObservationsLatest Data Evolution and the Property MarketIn 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 property values and energy efficiency. Paul emphasizes the need for both technological capabilities and human-centric thinking in processing and interpreting vast amounts of information. He also touches on the challenges and opportunities in the property market, such as the need for sustainable practices and addressing energy efficiency in older properties.
2023-05-2825 min
RO-AR.com : Numbers, Nuances & ObservationsRegulatory and Cultural Changes upon usFrank 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 with counterparties, measuring progress, and understanding the potential future direction of regulatory interventions. While acknowledging the demanding nature of the deadlines, firms are encouraged to embrace these changes as opportunities for improvement. There are potential commercial impacts and this is need for thorough preparation.More insights an...
2023-05-2130 min
RO-AR.com : Numbers, Nuances & ObservationsLarge Language Models - Revolutionising Compliance 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 customer circumstances can lead to a scalable and efficient operating model, providing additional insights. Large language models can perform compliance monitoring, quality assurance, and consumer duty assessment for every single interaction, which can help identify high-risk interactions and flag them for review. The future may see all conversations recorded, making it easy t...
2023-05-0831 min
RO-AR.com : Numbers, Nuances & ObservationsOptimising Communications – time to think differently?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 sources to drive personalization.In the current world empathy and proactive support for customers, which can lead to long-term loyalty and significant payback for businesses that adapt in the right way is now critical and something we need to be build into our processes g...
2023-04-2333 min
RO-AR.com : Numbers, Nuances & ObservationsI’ve finished so I’ll start – the loop 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. More insights and videos at https://www.ro-ar.com
2023-04-1630 min
RO-AR.com : Numbers, Nuances & ObservationsSourcing Contact Details - changing dynamics with digital 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. More insights and videos at https://www.ro-ar.com
2023-03-1931 min
RO-AR.com : Numbers, Nuances & ObservationsCollections – clearly it is all getting cloudyMark 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 light and highly user configurable… it is becoming a game changer and fueling yet more dynamism in the sector.More insights and videos at https://www.ro-ar.com
2023-02-1929 min
RO-AR.com : Numbers, Nuances & ObservationsJoined up thinking: linking data, process & customer experienceGuy 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 journey elements and services together.... with new technology around the corner (and data) it is allowing this to be customized to ever greater levels offering more targeted support.... the customer experience is important.More insights...
2023-02-1233 min
RO-AR.com : Numbers, Nuances & ObservationsGetting ahead - flagging potential for future financial difficultiesJames 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 changing from what they have been historically, it is becoming ever more important to head off issues and provide solutions…. especially as it continues to evolve this year.More insights and videos at https://www.ro-ar.com
2023-02-0529 min
RO-AR.com : Numbers, Nuances & Observations2023 predictions & what happened in 2022Wayne 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 -> hereMore insights and videos at https://www.ro-ar.com
2022-12-2811 min
RO-AR.com : Numbers, Nuances & ObservationsMoving upstream?... Debt Advice in a changing economyIn 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 cohorts of customers in new ways too, with impacts being seen in different industries at different times.Lastly, we chat a little about the future of debt advice. With new funding structures announced...
2022-12-2432 min
RO-AR.com : Numbers, Nuances & ObservationsCommunications Revolution - It is all still changing 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 could be available should they fall into arrears, is an opportunity now. Doing this in a significant way, without adding significant cost is of course the challenge. Data, and data based strategies can help, provi...
2022-12-1830 min
RO-AR.com : Numbers, Nuances & ObservationsEngaging Content - Messaging to the fore?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!More insights and videos at https://www.ro-ar.com
2022-12-1130 min
RO-AR.com : Numbers, Nuances & ObservationsData, Contact, Customer Journey - making the most of digitalIn 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 endpoint but a tool to help, and it needs to become embedded within the whole customer journey... The question is now personalization and orchestration.More insights...
2022-11-2737 min
RO-AR.com : Numbers, Nuances & ObservationsPredicting financial stress (and rogue waves) 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
2022-11-0638 min
RO-AR.com : Numbers, Nuances & ObservationsCreating value with data and standardised KPIsThe 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
2022-10-3027 min
RO-AR.com : Numbers, Nuances & ObservationsMaximising benefits with good process management 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
2022-10-1629 min
RO-AR.com : Numbers, Nuances & ObservationsTechnology First: Using digital collections tools in the right way 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
2022-10-0938 min
RO-AR.com : Numbers, Nuances & ObservationsGlobalization and acceleration of data used in lending decisionsIn 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
2022-09-0430 min
RO-AR.com : Numbers, Nuances & ObservationsNext level digital affordability assessment 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 videos at https://www.ro-ar.com
2022-07-0338 min
RO-AR.com : Numbers, Nuances & ObservationsOpen Banking... today and the futureIn 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
2022-06-2631 min
RO-AR.com : Numbers, Nuances & ObservationsDigital OmniChannel: Enabled and growing with SaaSIn 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
2022-06-1930 min
RO-AR.com : Numbers, Nuances & ObservationsDigital Debt Resolution: Changing our mindsetIn 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
2022-06-0534 min
RO-AR.com : Numbers, Nuances & ObservationsData and Technology, trends and themes in recruitmentIn 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
2022-05-2335 min
RO-AR.com : Numbers, Nuances & ObservationsBiometrics for your deviceThe 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. Very interesting.More insights and videos at https://www.ro-ar.com
2022-05-1529 min
RO-AR.com : Numbers, Nuances & ObservationsProctive Data for Collections 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 and videos at https://www.ro-ar.com
2022-05-0135 min
RO-AR.com : Numbers, Nuances & ObservationsOmni-channel - managing the complexity 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
2022-04-2439 min
RO-AR.com : Numbers, Nuances & ObservationsKeeping Teams Motivated 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
2022-04-0338 min
RO-AR.com : Numbers, Nuances & ObservationsBuilding ResilienceIn 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 videos at https://www.ro-ar.com
2022-03-2726 min
RO-AR.com : Numbers, Nuances & ObservationsAdjusting to the new normal 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 underway. We also discuss hybrid working, which is resulting in challenges with hiring, attrition and retention of staff. A change the market is now starting to adjust to, settling on new tools for...
2022-03-2035 min
RO-AR.com : Numbers, Nuances & ObservationsLooking back at DigitalistionIn 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 now... with the DebtStream chief dog officer even making their presence known too!More insights and videos at https://www.ro-ar.com
2022-03-1336 min
RO-AR.com : Numbers, Nuances & ObservationsA rising tide of vulnerabiltyThe 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 UK today, together with thoughts on how this may evolve in the future. More insights and videos at https://www.ro-ar.com
2022-03-0623 min![RO-AR.com : Informing Risk Operations Strategy [Video Version]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/20998770/20998770-1646386004504-dbce0896d90c2.jpg)
RO-AR.com : Informing Risk Operations Strategy [Video Version]15 - Rich Healey & Dave Wilson, PayLink Solutions: Data and TCF: Using data to drive postive customer outcomesThe full conversation with Dave Wilson and Rich Healey from PayLink Solutions. We chatted about the automation and digitalization of the customer journey. In particular, how the use of data, giving customers choices and the UI can really drive up adoption. Some interesting uptake stats and approaches here.
Find out more about Paylink Solutions: https://www.ro-ar.com/paylink-solutions/
More interviews, videos, ideas at https://www.ro-ar.com
Subscribe for regular updates: https://www.ro-ar.com/newsletter/
2022-03-0436 min![RO-AR.com : Informing Risk Operations Strategy [Video Version]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/20998770/20998770-1646385937503-7ce2dfdd7d853.jpg)
RO-AR.com : Informing Risk Operations Strategy [Video Version]14. Paul Jozefak, Receeve: Data-Driven: Data and machine learning transforming CollectionsThe full interview with Paul Jozefak at Receeve. Paul talks about what he has seen across his European business the last months, how the Collections industry is changing and the use of data to drive more intelligent activity.... we have a lot to learn from techniques used elsewhere such as social media.
Find out more about Receeve here: https://www.ro-ar.com/receeve/
More interviews, videos, ideas at https://www.ro-ar.com
Subscribe for regular updates: https://www.ro-ar.com/newsletter/
2022-03-0432 min![RO-AR.com : Informing Risk Operations Strategy [Video Version]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/20998770/20998770-1646385864003-c234a0be6bac9.jpg)
RO-AR.com : Informing Risk Operations Strategy [Video Version]13. Martin O'Donnell & Gareth Bailey, DebtStream: Digital adoption and gaining a new perspective on CollectionsAn audience with Martin O'Donnell and Gareth Bailey from DebtStream. We chat about how business has evolved over the pandemic, what we miss, and are looking forward to when it ends. Will it change forever? What will we have learnt in particular, especially in collections, as we come out of this crisis.....
Find out more about DebtStream here: https://www.ro-ar.com/debtstream
More interviews, videos, ideas at https://www.ro-ar.com
Subscribe for regular updates: https://www.ro-ar.com/newsletter/
2022-03-0428 min![RO-AR.com : Informing Risk Operations Strategy [Video Version]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/20998770/20998770-1646384896316-950c6f58fa989.jpg)
RO-AR.com : Informing Risk Operations Strategy [Video Version]12. Pete Cohen: MentalHealthAwareness: Creating ResilienceIn this special edition, Pete Cohen and I discuss some of the challenges we have all faced during lockdown, the impact it has had on our mental wellbeing.
There are all things we can do, both as employees and employers, to help, especially as we start to think about returning to the office.
Find out more about Pete Cohen, speaking and coaching here: https://www.ro-ar.com/pete-cohen/
More interviews, videos, ideas at https://www.ro-ar.com
Subscribe for regular updates: https://www.ro-ar.com/newsletter/
2022-03-0426 min![RO-AR.com : Informing Risk Operations Strategy [Video Version]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/20998770/20998770-1646385319433-5df682b508cea.jpg)
RO-AR.com : Informing Risk Operations Strategy [Video Version]11. Freddy Kelly, Credit Kudos: Open Banking Adoption: Trends during the pandemic and beyondThe full interview with Freddy Kelly from Credit Kudos, the open banking and credit reference agency. We chat about the massive migration of activity online, the part that open banking has played in this and what it has done for the market.
Find out more about Credit Kudos: https://www.ro-ar.com/credit-kudos/
More interviews, videos, ideas at https://www.ro-ar.com
Subscribe for regular updates: https://www.ro-ar.com/newsletter/
2022-03-0426 min
RO-AR.com : Numbers, Nuances & ObservationsWhat on earth is happening to data? 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, especially on how the tools and techniques are developing to make this data, and the associated found knowledge now available to all. More insi...
2022-02-2734 min![RO-AR.com : Informing Risk Operations Strategy [Video Version]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/20998770/20998770-1645458610283-e2a78f6b41f83.jpg)
RO-AR.com : Informing Risk Operations Strategy [Video Version]10. Sarah Lambert, Policy in Practice: Financial Difficulties: Support through maximising benefitsThe full interview with Sarah Lambert from Policy in Practice. We discuss the impact of COVID on benefits claims and the many people who have been struggling to make ends meet as a result.
More interviews, videos, ideas at https://www.ro-ar.com
2022-02-2125 min![RO-AR.com : Informing Risk Operations Strategy [Video Version]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/20998770/20998770-1645458547744-c81616efb3f.jpg)
RO-AR.com : Informing Risk Operations Strategy [Video Version]9. Paul Gander, Stitch-AI: Whats new with WhatsApp?Interview with Paul Gander from Stitch-AI on the future of communications technology.
In particular developments with WhatsApp and how with the release of its business API it is creating changes and new opportunities for communicating with customers.
More interviews, videos and ideas at https://www.ro-ar.com
2022-02-2137 min![RO-AR.com : Informing Risk Operations Strategy [Video Version]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/20998770/20998770-1645458470758-4ce61cddab268.jpg)
RO-AR.com : Informing Risk Operations Strategy [Video Version]8. Ellie Sykes, MERJE: Recruiting in Data and AnalyticsThe full interview with Ellie Sykes from MERJE, discussing the recruitment market in Credit Risk, Data and Analytics. What are some of the latest skills in demand, and how has all of this changed with an ongoing pandemic impact.
More interviews, videos and ideas at https://www.ro-ar.com
2022-02-2127 min![RO-AR.com : Informing Risk Operations Strategy [Video Version]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/20998770/20998770-1645458192331-f8e5439a7c0d3.jpg)
RO-AR.com : Informing Risk Operations Strategy [Video Version]7. Mark McElvanney, IE Hub: New tools for new times: I&E transformationThe full interview with Mark McElvanney from IEHub.
Mark discussed what he has seen in the market, how the approach to capturing Income and Expenditure data is becoming increasingly digital, and the advantages this has.
More interviews, videos and ideas at https://www.ro-ar.com
2022-02-2124 min
RO-AR.com : Numbers, Nuances & ObservationsOmni - Channel - multi channel - multi preference, how to manage 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 https://www.ro-ar.com
2022-02-2032 min
RO-AR.com : Numbers, Nuances & ObservationsA new wave of technology transformationIn 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.com
2022-02-1329 min![RO-AR.com : Informing Risk Operations Strategy [Video Version]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/20998770/20998770-1644581819246-51e4167dfbb93.jpg)
RO-AR.com : Informing Risk Operations Strategy [Video Version]6. Neil Johns, MERJE: A changing job marketA full interview with Neil Johns from MERJE.
We talking about the rapidly changing job market in collections and how this is being transformed with remote working. Also included are items on IR35 impacts, key skills being hired today, and thoughts around hiring/interviewing in a digital world.
More interviews, videos and ideas at https://www.ro-ar.com
2022-02-1125 min![RO-AR.com : Informing Risk Operations Strategy [Video Version]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/20998770/20998770-1644581364630-5fdddb6800b91.jpg)
RO-AR.com : Informing Risk Operations Strategy [Video Version]5. Mark Oppermann, Webio: Digital Innovation: Handling the digital channel explosionThe full interview with Mark Oppermann at Webio on digital channels, optimisation, chatbots and their future, all in the time of a pandemic lockdown.
More interviews, videos and ideas at https://www.ro-ar.com
2022-02-1129 min![RO-AR.com : Informing Risk Operations Strategy [Video Version]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/20998770/20998770-1644581010360-e4c25a891903a.jpg)
RO-AR.com : Informing Risk Operations Strategy [Video Version]4. John Smith, Noble Systems: Call Centre Technology, the future post COVIDThe full interview with John Smith from Noble Systems. We chat about lockdown, the impact on the industry and what the future holds.
More interviews, videos and ideas at https://www.ro-ar.com
2022-02-1122 min
RO-AR.com : Numbers, Nuances & ObservationsChanging customer situations – change company requirementsThe 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 insights and videos at https://www.ro-ar.com
2022-02-0630 min![RO-AR.com : Informing Risk Operations Strategy [Video Version]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/20998770/20998770-1644058033271-609601066cd86.jpg)
RO-AR.com : Informing Risk Operations Strategy [Video Version]3. Josh Harris - Doc2 : Digital Automation – things are really possible nowThe full interview with Josh Harris from Doc2.
Digital automation is accelerating, and this has been given a further boost with Lockdown.
There is real opportunity in some seemingly mundane processes we all have to put up with. With new vendors, processes and SaaS these processes can be quickly set up and transformed, taking a headache off our plate enabling us to focus on more value add tasks.
More interviews, videos and ideas at https://www.ro-ar.com
2022-02-0517 min![RO-AR.com : Informing Risk Operations Strategy [Video Version]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/20998770/20998770-1644057553736-c6debe5052214.jpg)
RO-AR.com : Informing Risk Operations Strategy [Video Version]2. Jattinder Singh - Esendex : Communicating to help: Assisting customers through lockdownThe full interview with Jattinder Singh from Esendex.
We discussed topics around communications, how this can really help customers through lockdown and how we need to keep our customers, ourselves and our customers healthy through this period.
More interviews, videos and ideas at https://www.ro-ar.com
2022-02-0531 min![RO-AR.com : Informing Risk Operations Strategy [Video Version]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/20998770/20998770-1644056942614-02f5fc4f6b73a.jpg)
RO-AR.com : Informing Risk Operations Strategy [Video Version]1. Aire: Extra Data - Extra InsightThe full interview with Pete Bulley from Aire.
In a wide-ranging conversation, we chatted about data and how gathering extra data can help with understanding a customer’s situation and model the next best action/segment (esp during COVID period).
2022-02-0518 min
RO-AR.com : Numbers, Nuances & ObservationsNew collections technology sophisticationIn 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 using technology to improve customer experience – it appears a global trend.Lastly Michael talks about where he thinks we are going and his vision for the future of collections technologyMore insights and vi...
2022-01-3036 min
RO-AR.com : Numbers, Nuances & ObservationsAvoiding Harm – are we thinking about vulnerability back to front?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 customer harm.More insights and videos at https://www.ro-ar.com
2022-01-2330 min
RO-AR.com : Numbers, Nuances & ObservationsAdvancing Digital PaymentsIn 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 https://www.ro-ar.com
2022-01-1629 min
RO-AR.com : Numbers, Nuances & ObservationsIncreasingly complex volumes – WFMIn 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 across the market.More insights and videos at https://www.ro-ar.com
2022-01-0926 min
RO-AR.com : Numbers, Nuances & ObservationsInsights and impacts in Debt PurchaseThe 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 also coming back to life and Craig explains some of the benefits he is seeing with the team too.More insights and videos at https://www.ro-ar.co...
2022-01-0229 min
RO-AR.com : Numbers, Nuances & ObservationsUsing data to create customer trustThe 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
2021-12-1934 min
RO-AR.com : Numbers, Nuances & ObservationsA rising tide of vulnerabiltyThe 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 UK today, together with thoughts on how this may evolve in the future.More insights and videos at https://www.ro-ar.com
2021-12-1223 min
RO-AR.com : Numbers, Nuances & ObservationsWhat on earth is happening to data?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, especially on how the tools and techniques are developing to make this data, and the associated found knowledge now available to all.More insights and...
2021-12-0534 min
RO-AR.com : Numbers, Nuances & ObservationsOmni - Channel - multi channel - multi preference, how to manageThe 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 https://www.ro-ar.com
2021-11-2832 min
RO-AR.com : Numbers, Nuances & ObservationsUnderstanding conversations 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 be linked and more contextual information to be used to analyze each call. It can all lead to better outcomes, and across all interactions, not just on a sample basis. More insights and videos at https://www.ro...
2021-11-2132 min
RO-AR.com : Numbers, Nuances & ObservationsResponding to the new environment: Credit risk looking to the future 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 treatment plans. The bar is being raised... leading to opportunities for improvement. More insights and videos at https://www.ro-ar.com
2021-11-1433 min
RO-AR.com : Numbers, Nuances & ObservationsThe data explosion… changing how we see and measure the worldThe 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 great power comes great responsibility too.More insights and videos at https://www.ro-ar.com
2021-11-0733 min
RO-AR.com : Numbers, Nuances & ObservationsNetworked Thinking: Using digital to put the human back in relationshipsThe 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 and provide insight into corporate culture, to help us manage this change.More insights and videos at https://www.ro-ar.com
2021-10-3130 min
RO-AR.com : Numbers, Nuances & ObservationsWe all have to live somewhere.. how property data is a key element to understand customersThe 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
2021-10-2428 min
RO-AR.com : Numbers, Nuances & ObservationsCollections transformation – more opportunityThe 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 videos at https://www.ro-ar.com
2021-10-1737 min
RO-AR.com : Numbers, Nuances & ObservationsCreating ResilienceIn 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://www.ro-ar.com
2021-10-1026 min
RO-AR.com : Numbers, Nuances & ObservationsNew forms of messaging: the intersection with data and process transformationThe 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 transformationMore insights and videos at https://www.ro-ar.com
2021-10-0332 min
RO-AR.com : Numbers, Nuances & ObservationsDesigning with the end in mindThe 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 perspective on its head.More insights and videos at https://www.ro-ar.com
2021-09-2630 min
RO-AR.com : Numbers, Nuances & ObservationsChanging Market Dynamics in the resource & recruitment market 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 from his perspective in talking with clients and candidates… it is an interesting time. More insights and videos at https://www.ro-ar.com
2021-09-0525 min
RO-AR.com : Numbers, Nuances & ObservationsChange Regulatory outlook: What is the outlook for 2021? 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 in the collections process. Some really interesting perspective for the year. More insights and videos at https://www.ro-ar.com
2021-08-2931 min
RO-AR.com : Numbers, Nuances & ObservationsConversational Analytics: Finding value from listening 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 more about CallMiner: https://www.ro-ar.com/callminer/ More interviews, videos, ideas at https://www.ro-ar.com Subscribe for regular updates: https://www.ro-ar.com/newsletter/ More insights and videos at https...
2021-08-2235 min
RO-AR.com : Numbers, Nuances & ObservationsThe Modular Business Model 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 interviews, videos and ideas at: https://www.ro-ar.com/ Find out more about Lightico here: https://www.ro-ar.com/lightico/ More insights and videos at https://www.ro-ar.com
2021-08-1527 min
RO-AR.com : Numbers, Nuances & ObservationsFinding the best KPIs to measure and monitor performance in the new environment 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 outcomes. A fascinating discussion with some practical advice on what to think about now. More insights and videos at https://www.ro-ar.com
2021-08-1229 min
RO-AR.com : Numbers, Nuances & ObservationsNew forms of messaging: the intersection with data and process transformationThe 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 transformationMore insights and videos at https://www.ro-ar.com
2021-08-1232 min
RO-AR.com : Numbers, Nuances & ObservationsFrictionless outbound journeysThe 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 insights and videos at https://www.ro-ar.com
2021-08-1233 min
RO-AR.com : Numbers, Nuances & ObservationsDecisioning in the cloud The full interview with David Wylie from Lending Metrics. We discuss the evolution of lending decisioning technology and how new capability is coming online dramatically increasing flexibility for lenders, at a reduced cost. All of this is going to help to meet the pent-up demand which has been gradually been building up during lockdown. Find out more about Lending Metrics: https://www.ro-ar.com/lending-metrics/ More interviews, videos, ideas at https://www.ro-ar.com Subscribe for regular updates: https://www.ro-ar.com/newsletter/ More insights and videos at https://www.ro-ar.com
2021-08-0138 min
RO-AR.com : Numbers, Nuances & ObservationsUsing data to drive positive outcomes for customers The full interview with Colin Brown, CEO of Aryza. Colin explains his vision of customer centric processes in collections, and how data can be used to drive customisation across the entire customer lifecycle. Find out more about Aryza here: https://www.ro-ar.com/aryza/ More interviews, videos, ideas at https://www.ro-ar.com Subscribe for regular updates: https://www.ro-ar.com/newsletter/ More insights and videos at https://www.ro-ar.com
2021-07-2533 min
RO-AR.com : Numbers, Nuances & ObservationsThe evolving nature of data and credit risk over the COVID pandemic. The full interview with Nevan McBride from JayWing. We chat about all things data in Collections, how data and modelling has had to evolve over the last 9 months. With much more data, computer processing power and data science techniques, such as machine learning, we also discuss how this will evolve for businesses going forward. Find out more about Jaywing here: https://www.ro-ar.com/jaywing/Find more interviews, videos and ideas at https://www.ro-ar.com Subscribe for regular updates: https://www.ro-ar.com/newsletter/ More insights and videos at ht...
2021-07-1835 min
RO-AR.com : Numbers, Nuances & ObservationsUsing data to drive postive customer outcomes The full conversation with Dave Wilson and Rich Healey from PayLink Solutions. We chatted about the automation and digitalization of the customer journey. In particular, how the use of data, giving customers choices and the UI can really drive up adoption. Some interesting uptake stats and approaches here. Find out more about Paylink Solutions: https://www.ro-ar.com/paylink-solutions/ More interviews, videos, ideas at https://www.ro-ar.com Subscribe for regular updates: https://www.ro-ar.com/newsletter/ More insights and videos at https://www.ro-ar.com
2021-07-1636 min
RO-AR.com : Numbers, Nuances & ObservationsData and machine learning transforming Collections The full interview with Paul Jozefak at Receeve. Paul talks about what he has seen across his European business the last months, how the Collections industry is changing and the use of data to drive more intelligent activity.... we have a lot to learn from techniques used elsewhere such as social media. Find out more about Receeve here: https://www.ro-ar.com/receeve/More interviews, videos, ideas at https://www.ro-ar.com Subscribe for regular updates: https://www.ro-ar.com/newsletter/ More insights and videos at https://www.ro-ar.com
2021-05-3032 min
RO-AR.com : Numbers, Nuances & ObservationsDigital adoption and gaining a new perspective on Collections An audience with Martin O'Donnell and Gareth Bailey from DebtStream. We chat about how business has evolved over the pandemic, what we miss, and are looking forward to when it ends. Will it change forever? What will we have learnt in particular, especially in collections, as we come out of this crisis..... Find out more about DebtStream here: https://www.ro-ar.com/debtstream More interviews, videos, ideas at https://www.ro-ar.com Subscribe for regular updates: https://www.ro-ar.com/newsletter/ More insights and videos at https://www.ro-ar.com
2021-05-2328 min
RO-AR.com : Numbers, Nuances & ObservationsOpen Banking Adoption: Trends during the pandemic and beyond The full interview with Freddy Kelly from Credit Kudos, the open banking and credit reference agency. We chat about the massive migration of activity online, the part that open banking has played in this and what it has done for the market. Find out more about Credit Kudos: https://www.ro-ar.com/credit-kudos/ More interviews, videos, ideas at https://www.ro-ar.com Subscribe for regular updates: https://www.ro-ar.com/newsletter/ More insights and videos at https://www.ro-ar.com
2021-05-1626 min
RO-AR.com : Numbers, Nuances & ObservationsMentalHealthAwareness: Creating ResilienceIn this special edition, Pete Cohen and I discuss some of the challenges we have all faced during lockdown, the impact it has had on our mental wellbeing. There are all things we can do, both as employees and employers, to help, especially as we start to think about returning to the office. Find out more about Pete Cohen, speaking and coaching here: https://www.ro-ar.com/pete-cohen/More interviews, videos, ideas at https://www.ro-ar.com Subscribe for regular updates: https://www.ro-ar.com/newsletter/ More insights and...
2021-05-1426 min
RO-AR.com : Numbers, Nuances & ObservationsFinancial Difficulties: Support through maximising benefits The full interview with Sarah Lambert from Policy in Practice. We discuss the impact of COVID on benefits claims and the many people who have been struggling to make ends meet as a result. Find out more about Policy in Practice: https://www.ro-ar.com/policy-in-practice/ More interviews, videos, ideas at https://www.ro-ar.com Subscribe for regular updates: https://www.ro-ar.com/newsletter/ More insights and videos at https://www.ro-ar.com
2021-05-0925 min
RO-AR.com : Numbers, Nuances & ObservationsWhats new with WhatsApp? Interview with Paul Gander from Stitch-AI on the future of communications technology. In particular developments with WhatsApp and how with the release of its business API it is creating changes and new opportunities for communicating with customers. More interviews, videos and ideas at https://www.ro-ar.com More insights and videos at https://www.ro-ar.com
2021-01-1737 min
RO-AR.com : Numbers, Nuances & ObservationsRecruiting in Data and Analytics The full interview with Ellie Sykes from MERJE, discussing the recruitment market in Credit Risk, Data and Analytics. What are some of the latest skills in demand, and how has all of this changed with an ongoing pandemic impact. More interviews, videos and ideas at https://www.ro-ar.com More insights and videos at https://www.ro-ar.com
2021-01-1027 min
RO-AR.com : Numbers, Nuances & ObservationsNew tools for new times: I&E transformationThe full interview with Mark McElvanney from IEHub. Mark discussed what he has seen in the market, how the approach to capturing Income and Expenditure data is becoming increasingly digital, and the advantages this has. More interviews, videos and ideas at https://www.ro-ar.com More insights and videos at https://www.ro-ar.com
2021-01-0324 min
RO-AR.com : Numbers, Nuances & ObservationsA changing job marketA full interview with Neil Johns from MERJE. We talking about the rapidly changing job market in collections and how this is being transformed with remote working. Also included are items on IR35 impacts, key skills being hired today, and thoughts around hiring/interviewing in a digital world. More interviews, videos and ideas at https://www.ro-ar.com More insights and videos at https://www.ro-ar.com
2020-12-2725 min
RO-AR.com : Numbers, Nuances & ObservationsDigital Innovation: Handling the digital channel explosion The full interview with Mark Oppermann at Webio on digital channels, optimisation, chatbots and their future, all in the time of a pandemic lockdown.More interviews, videos and ideas at https://www.ro-ar.comMore insights and videos at https://www.ro-ar.com
2020-12-2029 min
RO-AR.com : Numbers, Nuances & ObservationsCall Centre Technology, the future post COVIDThe full interview with John Smith from Noble Systems. We chat about lockdown, the impact on the industry and what the future holds.More interviews, videos and ideas at https://www.ro-ar.comMore insights and videos at https://www.ro-ar.com
2020-12-1322 min
RO-AR.com : Numbers, Nuances & ObservationsDigital Automation – things are really possible nowThe full interview with Josh Harris from Doc2.Digital automation is accelerating, and this has been given a further boost with Lockdown. There is real opportunity in some of seemingly mundane processes we all have to put up with. With new vendors, processes and SaaS these processes can be quickly set up and transformed, taking a headache off our plate enabling us to focus on more value add tasks.More interviews, videos and ideas at https://www.ro-ar.comMore insights and videos at https://www.ro-ar.com
2020-12-0617 min
RO-AR.com : Numbers, Nuances & ObservationsCommunicating to help: Assisting customers through lockdownThe full interview with Jattinder Singh from Esendex.We discussed topics around communications, how this can really help customers through lockdown and how we need to keep our customers, ourselves and our customers healthy through this period.More interviews, videos and ideas at https://www.ro-ar.comMore insights and videos at https://www.ro-ar.com
2020-11-2931 min
RO-AR.com : Numbers, Nuances & ObservationsExtra Data - Extra InsightThe full interview with Pete Bulley from Aire.In a wide-ranging conversation, we chatted about data and how gathering extra data can help with understanding a customer’s situation and model the next best action/segment (esp during COVID period).More interviews, videos and ideas at https://www.ro-ar.comMore insights and videos at https://www.ro-ar.com
2020-11-2218 min