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PODCAST

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.

business management

All Episodes

34:50

AI and the Future of Outsourcing

RO-AR.com : Numbers, Nuances & Observations ·

2025/10/04

In this episode, Chris Hague, SVP at Bill Gosling Outsourcing, discusses the role of AI in the BPO and collections industry. The conversation explores the evolution of AI from RPA-style automation to large language models, cultural and operational challenges in adoption, client risk concerns, and the balance between efficiency and customer experience. Key themes include the shift from cost-per-seat to cost-per-outcome, the future of ring-fenced models, the importance of risk manag...

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29:03

Managing Business Supplier Risk - Real Time

RO-AR.com : Numbers, Nuances & Observations ·

2025/09/20

A discussion with Alan Nagel, CEO and founder of KYP, where Alan explores how continuous, change-driven monitoring, behavioural analytics, and graph-based techniques can strengthen supplier resilience and financial crime defences. The discussion covers post-pandemic supply-chain complexity, regulatory expectations, AI-enabled fraud, API/open-banking risks, cultural and organisational barriers, and the imperative to move from periodic checks to real-time, auditable oversight. More insigh...

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29:15

Evolution and Opportunity In Customer Feedback

RO-AR.com : Numbers, Nuances & Observations ·

2025/09/14

Caroline Wells discusses the evolving landscape of complaints handling and customer experience. We explore the societal drivers of complaints, cultural attitudes within firms, and the tension between automation and human insight. The discussion examines the influence of media and claims management companies, proposed Ombudsman fee reforms, and potential FCA–FOS alignment. Lessons from other sectors can highlight the importance of inclusive design, flexibility, and transparent comm...

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31:25

Why don't we see great ads anymore - and what to do...

RO-AR.com : Numbers, Nuances & Observations ·

2025/09/08

In this discussion Orlando Wood (Chief Innovation Officer, System1) explains how advertising effectiveness hinges on the interplay between showmanship and salesmanship. He traces back to a change in 2005–2006, a digital pivot, after which we have seen the erosion of emotional creativity. Orlando explains the power of fluent devices, platform-specific behaviours (including TikTok), the 3 Fs framework, the true nature of creativity, and the enabling—albeit maybe limited—role of AI. More i...

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34:51

Needing Support - Vulnerability Evolution

RO-AR.com : Numbers, Nuances & Observations ·

2025/08/02

This in-depth discussion with Chris Fitch, a leading authority on consumer vulnerability, discusses the evolution of vulnerability thinking in financial services over the past two decades. The conversation explores how regulation, culture, innovation, and operational practices have matured in the UK, placing it as a global leader in this space. Chris reflects on the transition from broad definitions of vulnerability to more actionable support needs, highlights the critical role of...

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25:39

Remote Working - and - Walking

RO-AR.com : Numbers, Nuances & Observations ·

2025/07/26

This interview features a reflective conversation with Ant Ackers, the founder of Mountain Boardroom, an initiative that uses outdoor experiences to help business leaders break free from the daily grind and reconnect with strategic thinking, trust-building, and authentic relationships. The discussion explores the intersection of leadership development, entrepreneurship, and the human need for connection, offering insights into how nature-based coaching can reshape how we collaborate, re...

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38:14

Training and Knowledge Retention: AI Perspectives

RO-AR.com : Numbers, Nuances & Observations ·

2025/07/06

Adrian Harvey, CEO of Elephants Don’t Forget, shares insights on the failures of traditional training methods, the importance of personalisation in learning, and the impact of hybrid work on knowledge retention. The conversation also examines the evolving role of AI in compliance, customer service, and employee support, highlighting how firms must rethink training strategies to adapt to a rapidly changing environment. Explore the challenge of information overload, increasing workplace c...

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36:25

Discovering Vulnerability - Leaning on Data to help

RO-AR.com : Numbers, Nuances & Observations ·

2025/06/28

This interview features Stuart Murgatroyd, CEO of Data on Demand, discussing the evolution of data use in financial services to better identify and support vulnerable customers. It explores how regulatory changes, particularly from the FCA, have pushed firms to seek richer, more diverse data sources beyond traditional credit reference agencies. The discussion covers innovative products like "Know Your Vulnerable Customer," which aggregate multiple external datasets—such as high-co...

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36:12

Guiding across a Galaxy of Support Services

RO-AR.com : Numbers, Nuances & Observations ·

2025/06/07

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 population...

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29:06

Small changes - yield big insights: Vulnerability...

RO-AR.com : Numbers, Nuances & Observations ·

2025/05/04

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 ...

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37:25

Getting Traction in Financial Services - How to progress

RO-AR.com : Numbers, Nuances & Observations ·

2025/04/26

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...

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34:14

Empathy and Data - Managing Vulnerability Complexity

RO-AR.com : Numbers, Nuances & Observations ·

2025/04/12

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 u...

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29:47

Hitting the Real Time - Accurate, timely bureau...

RO-AR.com : Numbers, Nuances & Observations ·

2025/03/30

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

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29:16

Colliding Cultures? Ensuring Effective Communication

RO-AR.com : Numbers, Nuances & Observations ·

2025/03/23

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 ...

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27:24

Being Up to Date - Current Trends in Affordability

RO-AR.com : Numbers, Nuances & Observations ·

2025/02/23

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 f...

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28:59

Debt Servicing and Trends across South America

RO-AR.com : Numbers, Nuances & Observations ·

2025/02/16

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 ...

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32:30

New Tech, New Trends? Contact Centre Dynamics

RO-AR.com : Numbers, Nuances & Observations ·

2025/02/09

Gavin Stuart 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 managin...

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30:38

Forecasting the Future: Assessing new Technologies

RO-AR.com : Numbers, Nuances & Observations ·

2025/02/02

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 th...

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42:04

Digital Transformation and Affordability

RO-AR.com : Numbers, Nuances & Observations ·

2025/01/26

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 benefits assessments, affordability data portability, and partnerships with third-party organisations to deliver seamless support. The conversation highlights the challenges and opportunities presented by economic pressures and shifting consumer behaviours...

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26:43

Digital Solutions for Financial Support

RO-AR.com : Numbers, Nuances & Observations ·

2025/01/19

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 consumers in financial distress. Key topics include the role of technology in bridging the gap between lenders and consumers, regulatory challenges, and opportunities to make debt support more accessible and effective. With a focus on integrating proactive a...

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152 results

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