ROAR Insider:

Service Element Crucial: Balancing Costs and Quality

In this clip Graham Hill expresses a belief that the state of customer satisfaction is deteriorating, with reference to the Customer Service Institute scores in the UK and the USA. He notes that customer satisfaction has reached its lowest point since 2000, attributing this decline to factors like COVID-19 and cost-cutting measures. The future of service provision relies on offering resources that benefit customers and predicts a worsening situation until companies recognize the advantages of becoming more consumer-oriented, shifting from… Read more

Podcasts Roundup: 17-04-2024

-Podcast ¦ CX Diaries: Unveiling the Hidden Potential of Contact Centres Attracting and Developing Tomorrow’s Talent with Julia Morgan -Podcast ¦ CX Passport: The one with LEGO Serious Play – Sirte Pihlaja, CEO & LEGO Serious Play Facilitator E162 -Podcast ¦ RO-AR.com: The Evolving Landscape of Digital Security -Podcast ¦ Collecting Thoughts: How Collections and Brand Work Together -Podcast ¦ Vulnerability Matters: Episode 16 – Tackling loneliness with Amy Perrin and Chris Fitch -Podcast… Read more

Weekly Headline Roundup: 12-04-2024

Headline Update 12-04-2024 : -UN adopts ‘landmark’ resolution on making AI safe and trustworthy -Consumer card spending growth flatlined in March -Consumers borrow on average £5,600 in personal loans over a lifetime -Klarna launches credit card challenge -UK car insurance cost up by third but just 2% in France | Car insurance -Thames Water parent tells creditors it has defaulted on debt | Thames Water -Changes to Debt Relief Orders will support people… Read more

Digital Shift: Younger Generations Redefining Credit… and Collections

Trent McKenrick explains that the shift in digital adoptpion is driven by a new generation of credit consumers, as baby boomers retire, and millennials, who prefer digital interactions, become the primary credit consumers. He notes that millennials, initially without financial burdens, now drive credit card balances higher and impact the economy’s flow. Millennials’ preference for digital interactions has led businesses to recognize the importance of automation and digitalization, prompting a shift towards digital channels in the last decade. Find out… Read more

Weekly Headline Roundup: 05-04-2024

Headline Update 05-04-2024 : -One third of consumers are haggling on their bills -Buy-to-let lending arrears increase – Credit Connect -Google looks to AI paywall option, claims report -WhatsApp, Instagram and Facebook apps hit by outage -Instagram, WhatsApp and Meta Business Services Suffer Outages -Improving signs not yet enough to lessen household squeeze -Consumers cut back on borrowing -Beware April’s impending employment law changes -Microsoft pushes Teams out of M365 and… Read more

Accelerating Threats – the Rising Cost of Cybersecurity

In this clip Kevin Prone from FourNet and Kevin Still discuss the increasing pace and complexity of regulatory environments, emphasizing the need for vigilance and adaptation. There is the challenge of keeping up with an exponentially growing number of factors requiring oversight, advocating for the implementation of proportionate controls and they acknowledge the costs involved in adapting to these challenges, especially for smaller entities like debt buyers, collectors, and advice firms, which operate in a space dominated by much larger… Read more