RO-AR.com : Numbers, Nuances & Observations

 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. 

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 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/ 
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 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/ 

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The 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 transformation

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

 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

The 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.

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 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/ 
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 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/ 
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 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/
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 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 
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