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
141 episodes
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 h...
•
34:14
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 innova...
•
29:47
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 ...
•
29:16
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.
•
27:24
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...
•
28:59
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, ...
•
32:30
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 evolut...
•
30:38
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 b...
•
42:04
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 consumer...
•
26:43
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 technologie...
•
42:04
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 ...
•
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...
•
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...
•
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...
•
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 ...
•
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...
•
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...
•
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...
•
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...
•
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 ...
•
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...
•
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. ...
•
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...
•
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...
•
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...
•
28:22
