RO-AR.com : Numbers, Nuances & Observations

 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

 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

 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

In 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

 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 management in this new environment. 

Find more videos at www.ro-ar.com 

More insights and videos at https://www.ro-ar.com

In 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

The 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

 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 videos at https://www.ro-ar.com

 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

In 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