ROAR Video Clips

Empathy and Data – Managing Vulnerability Complexity

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. Find out more about MorganAsh -Here.… Read more

Universal Digital Shift: Beyond the Millenium

In this clip Steve Exton from Firstsrouce explains how younger generations, particularly Gen Z and Millennials, are more inclined to use digital platforms and work from their phones. However, digital usage spans all generations, with Gen Z and Millennials being especially adept due to early exposure. Find out more about FirstSource -Here. #firstsource… Read more

Mastering Digital Engagement

In this clip Steve Exton from Firstsrouce explains how experienced digital service providers offer valuable insights into digital collections, such as empathetic outreach, engagement strategies, and contact methods. New entrants often lack this knowledge. Initially, creditors outsource services but may later transition to managing these processes in-house. Find out more about FirstSource -Here. #firstsource… Read more

Agent Roles in a Digital Self-Serve Era

In this clip Steve Exton from Firstsrouce explains how the digital platform enables customers with simpler cases or those confident in self-service to handle their issues independently. This frees up agents to focus on more complex cases, making their role more crucial despite routine tasks being managed by customers. Find out more about FirstSource -Here. #firstsource… Read more

Enhancing the Customer Journey with Digital Services

In this clip Steve Exton from Firstsrouce discusses how digital solutions enable self-service for customers at any time, providing a better experience. This flexibility complements call centres, ensuring all customer needs are covered, leading to the right outcomes and a seamless journey. Find out more about FirstSource -Here. #firstsource… Read more

Contact Centre Opening Hours in the Digital Age

In this clip Steve Exton from Firstsrouce discusses the shift in call centre operating hours, highlighting a move from traditional longer hours to shorter, more digital-focused schedules. While digital solutions meet most customer needs, there’s still a challenge in accommodating those who prefer traditional phone interactions, creating staffing difficulties. Find out more about FirstSource -Here. #firstsource… Read more