RO-AR.com : Numbers, Nuances & Observations

Cat Divers, CEO of the National Support Network (NSN), discusses the evolving support services landscape in the UK. The discussion explores how NSN’s Support Hub is helping organisations—from corporates to charities—guide individuals to the right help, fast. 

Themes include trends in digital vs. in-person support, challenges in accessibility, personalisation, the importance of timing in support journeys, and how corporates are responding to increasing vulnerability in customer populations. 

The discussion also addresses how NSN uses data and design to simplify a complex landscape and drive both operational and societal impact.

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

Savannah Price, CEO and Founder of Serene, discusses how financial data – particularly open banking data – can be useful for detecting and acting on early signs of customer vulnerability. 

Behavioural analytics tools, with rich data can now help financial institutions identify stress and life events through subtle shifts in spending behaviour. 

The discussion covers the evolving ecosystem around vulnerability, customer trust, probabilistic modelling, integration challenges, and the future potential of vulnerability data across multiple sectors.

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

Brendan Gilmore, Managing Director of BPG Strategy, discusses the interplay between fintech innovation and traditional banking. 

Drawing from two decades in the banking industry and eight years advising fintechs, he provides a nuanced view of selling into financial services, the cultural and operational barriers faced by fintech vendors, and the evolving demands of banks. 

Covering digital transformation, AI, embedded finance, partnerships, decision-making in large institutions, and strategies for navigating complex financial ecosystems, the conversation offers pragmatic insights for technology providers aiming to gain traction within financial services.

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

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 has evolved—from simplistic flagging to more nuanced, data-driven, and empathetic approaches—and highlights operational, regulatory, and technological barriers. 

It also delves into the FCA’s Consumer Duty, the role of AI, and how firms can use customer understanding to drive both compliance and strategic advantage.

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

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 innovations InFact is bringing to market to support financial inclusion, especially for thin-file and subprime consumers, and why this is needed.

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

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 and the seminal book When Cultures Collide, the discussion explores how cultural norms shape communication, decision-making, and trust. The discussion addresses some of the practical challenges for professionals navigating global teams, mergers, and customer engagement, especially in remote or hybrid work environments; providing actionable insights for leaders managing multicultural teams and expanding into new markets.

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

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. 

Key topics include the affordability pressures on lower-income households, the ongoing structural changes in consumer behaviour, and how lenders can adapt their models to better assess financial resilience. 

Andy provides some critical insights for financial services professionals navigating the shifting economic landscape in 2025.

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

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 into portfolio sales, SME lending trends, fintech disruption, and AI adoption in collections, highlighting the growing role of WhatsApp in borrower engagement, the impact of economic cycles on NPLs, and the regulatory stability that makes Peru an attractive market for international investors.

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

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, the adoption of multichannel communication strategies, and the regional variations in technology uptake. 

The discussion also covers the evolving role of human agents in the backdrop of technological advancements and the strategic implications for managing customer interactions in financial services.

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

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 evolution of AI, the growing significance of quantum computing, and the role of innovation in shaping the future of industries, particularly financial services. 

Steve shares insights into managing technological complexity, the importance of governance, and the opportunities presented by trends such as small AI models, quantum computing and even space technologies. 

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